Service Manager

• Oversee the planning and scheduling of over 7,000 appointments per year through the administrative team.
• Manage overall service compliance across maintenance contracts in the South of England.
• Ensure real-time client updates via IT interfaces, maintaining protocol compliance.
• Hold scheduling staff accountable for compliance and repair contract planning.
• Ensure accurate client reporting, meeting all deadlines and requirements.
• Oversee communication with engineers and support the Technical Manager as required.
• Work cross-functionally with other departments to ensure process and business compliance.
• Provide weekly reports to senior management on service performance, compliance, and work progress.
• Monitor customer service standards, ensuring a positive customer experience aligned with CCS goals.
• Organise and lead internal meetings to review team performance and drive improvements.
• Collaborate with the Customer Experience Manager to enhance service delivery.

• Proven experience in a customer service management role.
• Strong knowledge of administrative processes and accountability frameworks.
• Ability to analyse and report on KPIs and performance metrics.
• Experience in developing training programmes to improve team efficiency.
• Familiarity with CRM systems and customer engagement methods.
• Team management experience (leading up to 10 staff) with a strong track record of results.
• Advanced proficiency in MS Access, Excel, Word, and CRM systems.

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.