Job Overview

Sittingbourne, England
Job Type
Full Time
£28,000 - £35,000 Per Year
Date Posted
3 days ago

Additional Details

Job ID
Job Views

Job Description

Customer Service Planning Manager

We currently looking for a Customer Service Planning Manager. This is a fantastic opportunity to work with the largest independently owned heating company in Kent. Whether you are looking to further your career in this area or looking to work for a positive and forward-thinking company, this is the role for you.

Purpose of the role:

You are responsible for the management of an office based team, ensuring operational effectiveness across your geographical area. You will ensure that your team are empowered to deliver on company and departmental objectives with an 'excellence as standard’ service delivery approach.

Detailed work is a major focus of the job and those details need to be handled quickly, correctly and efficiently within departmental guidelines. You will create and lead a team that is focussed on its high quality of work, customer service excellence, operational targets and KPI’s. You will hold overall responsibility for performance KPIs in your area for: First Time fix, Access Rates, Customer Satisfaction and Engineer productivity. Ensuring your region is compliant with annual service/safety check requirements.

Working alongside your peers, you will actively resolve operational issues that are hindering performance within the overall Customer Service Operations department. You will escalate and seek support from across the management team. Pro-actively participating in regular departmental meetings to collectively support business objectives.

Ideal candidate:

As a suitable candidate you will have excellent communication, teamworking, and managerial skills, combined with the capability to build a successful and empowered team in a fast-paced environment. You will be thorough, precise, and quick to connect with colleagues of all levels. You will also be a driving individual who is comfortable with varying activities and objectives on a daily basis.

Essential Qualifications & Experience:

  • Qualified to A Level standard or equivalent experience of at least 5 years.
  • Leadership and Management experience.
  • Excellent Customer Service skills with preferred experience in a contact centre environment.
  • Planning travel routes and scheduling experience (or in depth understanding) in fast paced environment.
  • Geographical knowledge.
  • Excellent organisational skills with the ability to successfully multi-task.
  • The ability to make quick decisions to resolve operational challenges.
  • The company operates extensive IT systems and mobile technology. You will be expected to familiarise yourself with the operation of such systems.


We offer a competitive salary and benefits which includes 25 days annual leave, holiday buy and sell scheme, long service award, paid leave for volunteering, employee discount shopping/travel/cinema scheme, private healthcare scheme, discounted gym and employee wellbeing programmes. We also provide a challenging yet rewarding work environment with opportunities for career development.

Location & Travel

This role is office based in Sittingbourne with the potential for partial home working. Eventually, occasional travel and overnight stays.

Hours of work:

37.5 hours per week

Core Hours of Work: 8:00am to 5:30pm (variable start and finish times)

Hours of department operation 7:00am and 10.00pm Monday to Sunday

Please note, CV’s are viewed on receipt. Therefore, we reserve the right to close or extend this position depending on application numbers. Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.

Swale Heating Ltd is an equal opportunities employer and positively welcomes applications from every section of the community.

By applying for this position, you agree to our Terms and Conditions and Privacy Policy located on the Swale Heating website.


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