You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.
Location: Hybrid - Walsall
Working Hours: 40 hours per week, Monday to Friday
40K and car allowance, with eligibility to participate in a discretionary annual bonus scheme together with an excellent benefits package.
Holiday Entitlement: 25 days plus Public/Bank holidays
Reporting to - Head of Network
A key new role for CET where we are looking to appoint a Technical Support Manager who will provide critical support and guidance to our frontline telephony-based teams and our wider Network Team. This role will form part of our Senior Leadership Team within our Network and will require you to develop positive working relationships across our business at all levels of the organisation.
The role will be focused on providing technical support, guidance and decision making on more complex Home Emergency claims across the key perils / trades of Gas, Plumbing and Electrical. You will be working closely with our Contractor Network to support and guide them on policy coverage, auditing, H&S, BER’s, training, and escalated cases.
You will be fully empowered to use your skills and knowledge to support the wider business to ensure we are making the correct technical and commercial decisions in a timely manner. Ensuring we provide positive outcomes for our customers and deliver a best-in-class customer journey, whilst managing commercial implications.
We are therefore looking for an individual with a strong technical background ideally with a solid and proven track record as a current or ex-gas breakdown / repairs engineer with up-to-date qualifications and industry experience.
Provide day to day technical support to frontline and network teams
~ Be the key technical expert on escalated claims and complaints
~ Work constructively with our Network Contractors to ensure correct decision making in line with policies
~Supporting the operation to ensure the highest safety standards in the industry
~Ability to conduct effective quality audits where required
~Work closely with and support our Regional Network Managers
~Build an excellent understanding of policy coverage to support decision making processes
~Support the decision-making process on BER’s and high value repair quotes
CCN1 – Core Gas Safety (incorporating CPA1)
CENWAT – Central Heating/Hot Water Boilers
HTR1 – Domestic Gas Fires and Wall Heaters
G3 - Vented and Unvented Hot Water Systems
ASHP installation, Commissioning and Servicing of Air Source Heat Pumps (Desirable)
Electrical 18th Edition qualification (Desirable)
10 years + Gas/Heating industry knowledge/experience; a Gas breakdown and repair background
~ Extensive knowledge of Standard Efficiency and High efficiency Gas/Heating boilers
~ Good understanding of Plumbing and Drainage (Desirable)
~ Ability to interpret and understand KPI data
~ Ability to builds strong professional network of support (internally & externally)
We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments or flexible working options required during the application and assessment process, and upon joining us