Administrator - Team Lead (Rt124)

**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.

**Benefits for Working at CCS**
- Pension Scheme (Auto-enrolment after completion of probation).
- Buying/Selling of annual leave after a successful probation period in the allocated window.
- Potential for an enhanced benefits package after two years’ service, based on performance.
- Professional growth opportunities.
- Parking available in office locations.
- Refer-a-friend bonus scheme.
- Work-related training (in-house and external where appropriate).
- 24/7 Employee Assistance Program.

**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.
- Minimum of 4 years’ 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 take responsibility for your role and promote ownership in others.
- You have a desire to succeed, whether in small or large goals.
- You are flexible to meet business needs and proactively develop your skills.

**Why Choose CCS?**
- Develop new skills through full training programmes, coaching, and mentoring.
- Grow your career with clear pathways for professional development.
- Enjoy job security with long-term contracts.
- Competitive salary that reflects your expertise and dedication.

**About Us**

CCS was established in 2007 to deliver high-quality boiler installation services to social housing customers. Over the years, we have expanded into renewable energy solutions, leading the way in innovative installations and setting new industry standards. Today, we are at the forefront of sustainable energy, helping to shape a greener future for our clients and communities.

We are an equal opportunities employer, and we welcome applicants no matter what their ethnicity, gender, sexuality, beliefs or nationality.

**Benefits for working at CCS**:

- Pension Scheme, (Auto-enrolment after completion of probation.).
- Buying / Selling of annual leave after successful probation period in the allocated window.
- Potential for enhanced benefits package after two years’ service, based on performance.
- Professional growth.
- Parking available in office locations.
- Refer a friend bonus scheme.
- Work related training (in-house and external where appropriate).
- 24/7 Employee Assistance Program.