Location: Blackwood (Head Office) • Department: Operations • Type: Permanent • Reports to: Head of Scheduling
Key Responsibilities
Escalation Management & Customer Experience
* Take full ownership of all escalated booking and service issues
* Ensure fast, effective resolution with minimal customer impact
* Deliver a consistently positive and confident customer outcome
* Embed a “customer‑first” and “yes‑first” approach
Booking & Operational Control
* Manage complex diary challenges, urgent bookings and preferred dates
* Resolve dropped jobs, no‑shows and resourcing issues quickly
* Monitor live operations to anticipate and prevent issues
* Maintain high utilisation (UTI) across assessor diaries
Performance & Improvement
* Analyse trends and root causes of escalations
* Identify opportunities to reduce repeat issues and improve processes
* Provide insight into spend, outsourcing and operational efficiency
* Support continuous improvement across scheduling and service delivery
Leadership & Collaboration
* Act as a role model for ownership, accountability and customer focus
* Coach and support colleagues to deliver consistent service excellence
* Work closely with Scheduling, Customer Services and Field Operations
* Support the wider team during peak periods
What We’re Looking For
* Essential:
o Experience in a fast‑paced contact centre or service delivery environment
o Strong background in handling complex customer escalations
o Confident decision‑making within time, cost and service constraints
* Desirable:
o Experience within property, energy or field‑based service industries
o Experience in target‑driven customer service environments
* Skills & Behaviours:
o Strong customer focus with a solution‑driven mindset
o Calm, confident decision‑maker under pressure
o Excellent communication skills at all levels
o Highly organised with strong prioritisation ability
o Commercial awareness without compromising customer outcomes
o Resilient, adaptable and accountable
o Strong IT skills and experience with scheduling systems
o Collaborative team player who leads by example
Benefits
* Competitive salary
* Bonus of up to 10% (paid quarterly)
* 22 days holiday + bank holidays
* Company pension (matched up to 3%)
* Free parking
Additional Information
* 40 hours per week, Monday to Saturday (8:30am–6pm)
* This is a fully office‑based role
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