Service Delivery Manager
Location: Blackwood (Head Office)
Department: Operations
Type: Permanent
Reports to: Head of Scheduling
About Us
Vibrant is a market-leading provider of Energy Performance Certificates (EPCs) within the UK residential housing market. The business is part of Connells Group Plc and ultimately owned by Skipton Building Society. Our purpose is simple: to make every home in Britain energy efficient. With significant investment and recent expansion into home energy efficiency improvements, Vibrant is well positioned to grow and lead the market over the next 10 to15 years. We work with major organisations including B&Q, Santander and NatWest.
The Role:
As Service Delivery Manager within the Escalations Team, you will take ownership of resolving complex booking and customer escalations, ensuring every customer
receives an excellent experience.
You will act as the final point of escalation, leading with a “say yes” and “find a way”
mindset to deliver solutions, remove barriers, and ensure customer commitments are always met.
This role is critical in protecting customer experience, improving operational
performance, and driving continuous improvement across scheduling and service
delivery.
Key Responsibilities:
1. Escalation Management & Customer Experience
2. Take full ownership of all escalated booking and service issues
3. Ensure fast, effective resolution with minimal customer impact
4. Deliver a consistently positive and confident customer outcome
5. Embed a “customer-first” and “yes-first” approach
6. Booking & Operational Control
7. Manage complex diary challenges, urgent bookings and preferred dates
8. Resolve dropped jobs, no-shows and resourcing issues quickly
9. Monitor live operations to anticipate and prevent issues
10. Maintain high utilisation (UTI) across assessor diaries
11. Performance & Improvement
12. Analyse trends and root causes of escalations
13. Identify opportunities to reduce repeat issues and improve processes
14. Provide insight into spend, outsourcing and operational efficiency
15. Support continuous improvement across scheduling and service delivery
16. Leadership & Collaboration
17. Act as a role model for ownership, accountability and customer focus
18. Coach and support colleagues to deliver consistent service excellence
19. Work closely with Scheduling, Customer Services and Field Operation
Support the wider team during peak periods.
What We’re Looking For:
Essential:
20. Experience in a fast-paced contact centre or service delivery environment
21. Strong background in handling complex customer escalations
22. Confident decision-making within time, cost and service constraints
Desirable:
23. Experience within property, energy or field-based service industry
24. Experience in target-driven customer service environments
25. Skills & Behaviours
26. Strong customer focus with a solution-driven mindset
27. Calm, confident decision-maker under pressure
28. Excellent communication skills at all levels
29. Highly organised with strong prioritisation ability
30. Commercial awareness without compromising customer outcomes
31. Resilient, adaptable and accountable
32. Strong IT skills and experience with scheduling systems
33. Collaborative team player who leads by example
Benefits:
34. Competitive salary
35. Bonus of up to 10% (paid quarterly)
36. 22 days holiday + bank holidays
37. Company pension (matched up to 3%)
38. Free parking
Additional Information:
39. This is a fully office-based role
NC00057