Gas Technical Support Manager (Contractor Network) - Hybrid (Walsall) - 40 hours per week

Working for CET is many things – exciting, challenging, and rewarding. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community. If you want to work in a lively, fun environment and you’ve got the skills we’re after, you know what to do, apply now!

Applications are invited from the UK Mainland only.

Location: Hybrid - Walsall

Working Hours: 40 hours per week, Monday to Friday

Salary: c.£40K and car allowance, with eligibility to participate in a discretionary annual bonus scheme, together with an excellent benefits package.

Holiday Entitlement: 25 days plus Public/Bank holidays

Reporting to: Head of Network

Main Purpose of Role: A key new role for CET, seeking to appoint a Technical Support Manager who will provide critical support and guidance to our frontline telephony-based teams and wider Network Team. This role will be part of our Senior Leadership Team within our Network and requires developing positive working relationships across all levels of the organization. The role focuses on providing technical support, guidance, and decision making on complex Home Emergency claims, especially in Gas, Plumbing, and Electrical trades. You will work closely with our Contractor Network to support policy coverage, auditing, H&S, BER’s, training, and escalated cases. You will be empowered to leverage your skills and knowledge to support the business in making correct technical and commercial decisions promptly, ensuring positive outcomes for customers and delivering a best-in-class customer journey while managing commercial implications.

Role and Responsibilities:

• Provide day-to-day technical support to frontline and network teams
• Be the key technical expert on escalated claims and complaints
• Work constructively with our Network Contractors to ensure correct decision-making in line with policies
• Support operations to ensure the highest safety standards in the industry
• Develop strong collaborative relationships with internal & external teams
• Conduct effective quality audits where required
• Support Regional Network Managers
• Present clearly and professionally at all levels within the business
• Build an understanding of policy coverage to support decision-making processes
• Support decisions on BER’s and high-value repair quotes

Qualifications and Educational Requirements:

• CCN1 – Core Gas Safety (including CPA1)
• CENWAT – Central Heating/Hot Water Boilers
• HTR1 – Domestic Gas Fires and Wall Heaters
• G3 - Vented and Unvented Hot Water Systems

Desirable:

• ASHP installation, commissioning, and servicing of Air Source Heat Pumps
• Electrical 18th Edition qualification

Essential and Desirable Skills:

• 10+ years of Gas/Heating industry experience, with a background in Gas breakdown and repair
• Good understanding of H&S requirements
• Extensive knowledge of standard and high-efficiency gas/heating boilers
• Ability to identify Central Heating system types, controls, and functionality
• Experience in Central Heating fault-finding
• Desirable: Air Source/Ground Source Heat pump knowledge
• Desirable: Plumbing and Drainage knowledge
• Ability to interpret KPI data
• Well organized, able to prioritize tasks
• Driven, determined, and detail-oriented
• Strong influencing skills and ability to build professional networks

We all have different skills here at CET, and that’s what makes us stand out. We take pride in a job well done and believe that an inclusive culture is key to our success and future vision. CET is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and provide reasonable adjustments or flexible working options during the application process and upon joining us.