Service Scheduler Team Lead

We are looking for a highly motivated and organised Service Scheduler Team Lead to oversee administrative systems, manage procedures, and support scheduling operations. This role involves leading the administration team, monitoring team performance, ensuring excellent customer service, and liaising with clients and tradespeople. You will report to the Administration Manager and play a key role in maintaining compliance, planning work schedules, and managing reporting functions.

• Lead and manage the administration functions for Electrical and Heating Contracts.
• Train and support staff to ensure continuous improvement in service and compliance.
• Oversee daily client reporting, including compliance, Work in Progress (WIP), customer satisfaction, and manual reports.
• Participate in client meetings and reviews, ensuring effective communication and problem resolution.
• Monitor 12-month servicing expiry forecasts, identifying potential risks and resource planning gaps.
• Handle escalations and client queries/complaints related to Electrical and Heating contracts.
• Drive improvements in customer satisfaction by reviewing, resolving, and monitoring service performance.
• Assist in staff management, including performance reviews, one-to-ones, and disciplinary processes.
• Lead the team in WIP reporting, emergency repair tracking, parts escalations, and exception handling.
• Ensure accuracy in Protean (CRM system) for EICR contracts, updating data, equipment records, testing dates, and purchase orders.
• Report directly to the Administration Manager, providing regular updates and key performance insights.
• Support the enforcement of all CCS processes and scripts, ensuring compliance across scheduling functions.
• Facilitate competency training for new and existing staff, ensuring high standards of administration.

• Exceptional customer focus with a strong commitment to service excellence.
• Excellent communication skills, both verbal and written.
• Strong organisational and time management abilities.
• Proven experience in administration and customer service.
• Administration qualification preferred.

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.