About The Role
Join CCS & Help Shape the Future of Renewable Energy
Job Purpose
The Service Manager will be responsible for overseeing the service scheduling and management of bookings, ensuring efficient planning for customer compliance and repair appointments. You will lead administrative teams, manage client contracts, and coordinate with site-based staff to ensure an exceptional customer experience. The role requires strong organisational skills, accountability for service delivery, and proactive management of compliance and reporting requirements
Key Responsibilities
* Oversee the planning and scheduling of over 7,000 appointments per year through the administrative team.
* Manage overall service compliance across maintenance contracts in the South of England.
* Ensure real-time client updates via IT interfaces, maintaining protocol compliance.
* Hold scheduling staff accountable for compliance and repair contract planning.
* Ensure accurate client reporting, meeting all deadlines and requirements.
* Oversee communication with engineers and support the Technical Manager as required.
* Work cross-functionally with other departments to ensure process and business compliance.
* Provide weekly reports to senior management on service performance, compliance, and work progress.
* Monitor customer service standards, ensuring a positive customer experience aligned with CCS goals.
* Organise and lead internal meetings to review team performance and drive improvements.
* Collaborate with the Customer Experience Manager to enhance service delivery.
Skills/Qualifications
* Proven experience in a customer service management role.
* Strong knowledge of administrative processes and accountability frameworks.
* Ability to analyse and report on KPIs and performance metrics.
* Experience in developing training programmes to improve team efficiency.
* Familiarity with CRM systems and customer engagement methods.
* Team management experience (leading up to 10 staff) with a strong track record of results.
* Advanced proficiency in MS Access, Excel, Word, and CRM systems.
Personal Attributes
* You pride yourself on truth and share knowledge for the greater good.
* You are committed to improvement and are an active team participant.
* You accept responsibility for your role and promote ownership in others.
* You have a desire to be successful and achieve goals, whether small or large.
* You are flexible to meet business needs and actively work towards expanding your knowledge and developing your skills.
About Us
About Us
Established in 2007, CCS has been providing high-quality boiler installation services to social housing customers. Our team has grown significantly, allowing us to expand our services and incorporate the latest technologies. Today, CCS is an industry leader in renewable energy installations, dedicated to innovation and excellence.
What We Offer
* Pension Scheme: Auto-enrolment after probation.
* Flexible Annual Leave: Option to buy or sell leave after probation.
* Professional Development: Access to in-house and external training.
* Employee Assistance Programme: 24/7 support.
* Refer a Friend Bonus: Reward scheme for successful referrals.
* Parking: Available at office locations.
Why Choose CCS?
Skill Development: Access to training programmes, coaching, and mentoring.
Career Growth: Clear pathways for personal and professional advancement.
Long-Term Contracts: Enjoy stability and job security.
We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs, or nationality.