Join CCS & Help Shape the Future of Renewable Energy!
Job Purpose
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.
Key Responsibilities
- 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.
Skills/Qualifications
- 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.
Personal Attributes
- You pride yourself on truth and share knowledge for the greater good.
- You are committed to improvement and are an active team participant.
- You accept responsibility for your role and promote ownership in others.
- You have a desire to be successful and achieve goals, whether small or large.
- You are flexible to meet business needs and actively work towards expanding your knowledge and developing your skills.
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.
What We Offer
- Pension Scheme: Auto-enrolment after probation.
- Flexible Annual Leave: Option to buy or sell leave after probation.
- Professional Development: Access to in-house and external training.
- Employee Assistance Programme: 24/7 support.
- Refer a Friend Bonus: Reward scheme for successful referrals.
- Parking: Available at office locations.
Why Choose CCS?
Skill Development: Access to training programmes, coaching, and mentoring.
Career Growth: Clear pathways for personal and professional advancement.
Long-Term Contracts: Enjoy stability and job security.
We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs, or nationality.
