What's on offer:

* A competitive salary to £35000 pa DOE, for this full time permanent position.

* 23 days annual leave per year plus 8 bank holidays per year =31 days

* Benefits including life assurance, BUPA healthcare, discounts from leading brands, welfare scheme, company pension scheme with employer contributions, and highest spec equipment for home/remote working, free parking and social events.

* Industry leading training with ongoing support plus a structured career development path

* Potential to suggest improvements and see your successes celebrated company wide.

* Unlimited free premium hot and soft drinks

* A working pattern of Monday to Friday

* A chance to build on your existing expertise and develop new skills.

What does the role involve:

Supporting our Head of Customer Experience in leading our customer service team, driving excellence in customer support to deliver a best in class service. You will be responsible for overseeing the National Installation team of Customer Service Representatives, driving engagement, leading quality standards, and delivering on KPIs and SLAs ensuring that our customers receive the highest level of service and support. You will be responsible for the end to end lifecycle of installation activity for Innserve from call logging to efficient and timely allocation of work to our own technician resources and a nationwide network of partner service providers.

What are we looking for:

• Lead, manage and mentor our National Installations Team based in the Customer Service Centre to ensure the highest levels of customer satisfaction are achieved.
• Manage the day to day performance of the National Installations Team to deliver a best in class service, meeting or exceeding all KPIs and within budget.
• Lead a team of Installation Planning Team Managers to ensure a motivated and engaged group of colleagues. Train, coach and develop the team to support continuous improvement.
• Work collaboratively with other teams to ensure a seamless and customer focused experience throughout the customer journey.
• Review and integrate proposed Customer Project activity alongside BAU to minimise impact
• Identify and prioritise customer service issues and drive resolution, with a focus on root cause analysis and prevention of future issues.
• Represent the National Installations Team in cross-functional meetings and initiatives.
• Develop and maintain relationships with key customer contacts and stakeholders.
• Develop and maintain relationships with field management teams.
• Ensure technician installation capacity is fully utilised.
• Own and manage potential resource capacity issues.

Must have:

• What are we looking for?
• Experience in a management or leadership role.

• Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.

• Excellent communication and interpersonal skills, with the ability to communicate effectively with all levels of the organisation.

• Strong leadership and people management skills, with the ability to inspire and motivate a team.

• Ability to work in a fast-paced, dynamic environment, and manage multiple priorities.

• Experience of managing service activity.

At Innserve, we are One Big Team. Interested in joining us?