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 to 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.
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
- 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
- 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 Operation
Support the wider team during peak periods.
What We’re Looking For
- Experience in a fast‑paced contact centre or service delivery environment
- Strong background in handling complex customer escalations
- Confident decision‑making within time, cost and service constraints
- Experience within property, energy or field‑based service industry
- Experience in target‑driven customer service environments
- Strong customer focus with a solution‑driven mindset
- Excellent communication skills at all levels
- Highly organised with strong prioritisation ability
- Commercial awareness without compromising customer outcomes
- Resilient, adaptable and accountable
- Strong IT skills and experience with scheduling systems
- Collaborative team player who leads by example
