Service Delivery Manager
We’re seeking a Service Delivery Manager to join us here at Vibrant Energy Matters (VEM)
VEM 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 10–15 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.
Key responsibilities
1. Take full ownership of escalated booking and service issues, ensuring fast, effective resolutions that minimise customer impact and deliver a consistently positive experience.
2. Maintain strong control of booking operations by managing complex diary challenges, urgent requests, dropped jobs, no‑shows and resourcing issues while keeping assessor utilisation high.
3. Proactively monitor live operations to anticipate problems early, prevent issues before they escalate, and uphold a “customer‑first” approach at all times.
4. Analyse escalation trends and root causes to identify repeat issues, improve processes, and provide valuable insight into spend, outsourcing and operational efficiency.
5. Act as a role model for accountability and customer focus, supporting continuous improvement and coaching colleagues to deliver consistent service excellence.
6. Collaborate closely with Scheduling, Customer Services and Field Operations, providing additional support during peak periods to maintain smooth service delivery.
What we’re looking for
7. Experience in a fast-paced contact centre or service delivery environment
8. Strong background in handling complex customer escalations
9. Confident decision-making within time, cost and service constraints
10. Strong customer‑focused, solution‑driven mindset, with the ability to communicate clearly and make confident decisions under pressure.
11. Highly organised, adaptable and accountable, with proven experience in property, energy or field‑based service environments and confidence using scheduling/IT systems
Benefits
12. Salary £28,000-£33,000
13. Bonus of up to 10% (paid quarterly)
14. 30 days holiday including Bank Holidays
15. Company Pension
16. Free Parking
40 hours per week, Monday to Saturday (8:30 – 6pm) rostered day off, Fully office based
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
NC00047