At a Glance
- Tasks: Resolve complex customer escalations and ensure excellent service delivery.
- Company: Vibrant, a leading provider of Energy Performance Certificates in the UK.
- Benefits: Permanent role with opportunities for growth and development.
- Other info: Join a dynamic team focused on energy efficiency and customer satisfaction.
- Why this job: Make a real impact on customer experience in a fast-paced environment.
- Qualifications: Experience in service delivery and handling customer escalations required.
The predicted salary is between 30000 - 40000 £ per year.
Location: Blackwood (Head Office)
Department: Operations
Type: Permanent
Reports to: Head of Scheduling
About Us
Vibrant is a market-leading provider of Energy Performance Certificates (EPCs) within the UK residential housing market. The business is part of Connells Group Plc and ultimately owned by Skipton Building Society. Our purpose is simple: to make every home in Britain energy efficient. With significant investment and recent expansion into home energy efficiency improvements, Vibrant is well positioned to grow and lead the market over the next 10 to 15 years. We work with major organisations including B&Q, Santander and NatWest.
The Role
As Service Delivery Manager within the Escalations Team, you will take ownership of resolving complex booking and customer escalations, ensuring every customer receives an excellent experience. You will act as the final point of escalation, leading with a “say yes” and “find a way” mindset to deliver solutions, remove barriers, and ensure customer commitments are always met. This role is critical in protecting customer experience, improving operational performance, and driving continuous improvement across scheduling and service delivery.
Key Responsibilities
- Take full ownership of all escalated booking and service issues
- Ensure fast, effective resolution with minimal customer impact
- Deliver a consistently positive and confident customer outcome
- Embed a “customer-first” and “yes-first” approach
- Manage complex diary challenges, urgent bookings and preferred dates
- Resolve dropped jobs, no-shows and resourcing issues quickly
- Monitor live operations to anticipate and prevent issues
- Maintain high utilisation (UTI) across assessor diaries
- Analyse trends and root causes of escalations
- Identify opportunities to reduce repeat issues and improve processes
- Provide insight into spend, outsourcing and operational efficiency
- Support continuous improvement across scheduling and service delivery
- Act as a role model for ownership, accountability and customer focus
- Coach and support colleagues to deliver consistent service excellence
- Work closely with Scheduling, Customer Services and Field Operation
- Support the wider team during peak periods.
What We’re Looking For
- Experience in a fast‑paced contact centre or service delivery environment
- Strong background in handling complex customer escalations
- Confident decision‑making within time, cost and service constraints
- Experience within property, energy or field‑based service industry
- Experience in target‑driven customer service environments
- Strong customer focus with a solution‑driven mindset
- Excellent communication skills at all levels
- Highly organised with strong prioritisation ability
- Commercial awareness without compromising customer outcomes
- Resilient, adaptable and accountable
- Strong IT skills and experience with scheduling systems
- Collaborative team player who leads by example
Service Delivery Manager in Blackwood employer: Lumesse
Vibrant is an exceptional employer, offering a dynamic work environment in Blackwood where innovation meets customer service excellence. With a strong focus on employee growth and development, team members are encouraged to take ownership and drive improvements, all while being part of a mission to enhance energy efficiency across the UK. The collaborative culture, combined with the backing of Connells Group Plc and Skipton Building Society, ensures that employees are well-supported and positioned for long-term success in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Blackwood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lumesse. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lumesse before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in Blackwood
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lumesse:Your cover letter is your chance to shine! Tell us why you want to work at Lumesse specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lumesse!
How to prepare for a job interview at Lumesse
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
