We have an opportunity for an Heating Services Scheduling Team Manager to join the Heating Services Team based in Larbert this is a full time permanent position To lead, inspire and develop a high-performing team that supports the Heating Services field team, by using a combination of strong scheduling skills and attention to detail to ensure customer requirements are met and engineers used as productively as possible. To manage a team that strives to deliver targets, exceed customer expectations by providing exceptional and professional interactions. To develop, organise and manage the scheduling team; whether this is empowering the schedulers to take on customer management, or side by side training to upskill and grow confidence. What You'll Be Doing Your responsibilities will include: Coach and support your team members to attain productivity targets Analyse team members individual performances and support the appropriate actions to meet targets Ensure all team members comply with company processes including necessary reporting and task management Ensure close liaison with Head of Heating Services to ensure priorities are aligned Communicate effectively individual and team targets and expectations Work to identify opportunities for performance and efficiency improvements at both individual and process level If required, be a point of escalation for customer issues relating to scheduling and other complaints Assess customer accounts as spot check to ensure that they are maintained in line with company policy Ensure that the team are maintaining and accurately recording an up to date knowledge of competitor activity and developments Manage and report sickness and annual leave in line with company polices / standards where required Hold regular team briefings to communicate and update the team on performance as well as any relevant safety and / or commercial information Ensure that the team deliver in line with targets and direction Complete and record monthly contact assessments / call listening, celebrating excellence and identifying development areas: Effective call handling Quality of calls Compliance You ll ideally bring: Excellent customer service skills Effective coach to improve performance Able to motivate a team to drive for required results Assertive management skills Confidence in own ability Good understanding of managing performance versus statistics Able to give constructive feedback Be aware of intrinsic and extrinsic motivators Good team building skills Management communication including 1:1s, appraisals and team briefs High degree of self-motivation and time management Good facilitation skills Good organisation skills and ability to prioritise Strong interpersonal and influencing skills GCSE (or equivalent) Maths and English a requirement Appropriate qualifications (e.g. ILM, coaching, contact centre) are an advantage Experience of managing / leading a team is desirable Knowledge of the business / industry and systems is desirable Ready to Apply? If you re an inspiring leader who thrives on challenge, growth, and delivering results we want to hear from you. Apply now with your CV and a brief cover letter outlining why you're a great fit for this role. Company Information Certas Energy is the leading independent distributor of fuels and lubricants in the UK. With a national network of over 130 depots, over 900 tankers, more than 80 retail forecourts, fuel cards usable at over 2,000 sites, it is our 2,300 colleagues who keep our business moving each day. Our team is an essential part of the robust infrastructure that consistently and dependably delivers billions of litres of high-quality fuel and associated services to homes and businesses all over the UK each year. We re proud of our range of innovative fuel supply and management services and are committed to provide industry leading solutions in liquid fuels, as the worlds energy mix evolves towards a zero emissions future. From the option to offset carbon emissions with each fuel order, to providing cleaner burning fuels that lower harmful emission of PM and NOx, Certas Energy strive to make our energy expertise count for all our customers. We have a strong culture of safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing Initiatives. This, teamed with our many programmes of learning, development and talent nurture, means that we can support our colleagues to grow and thrive within a fast-paced working environment. This is fundamental to good business performance, and integral to our long-term business success. Equal Opportunities Statement We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from candidates who meet the minimum required job role criteria, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. We actively promote equal opportunities and are dedicated to ensuring that our recruitment, selection, training, and promotion decisions are made based on qualifications, and experience only. If you require any reasonable adjustments to support your application or to attend an interview, if shortlisted, please let us know and we will be happy to assist. For further information please email recruitment@certasenergy@co.uk