**Please read the below carefully as there is a bespoke shift pattern which is non-negotiable**

We are looking for additional headcount to support the existing supervisory structure

Job Overview

We are looking for a proactive and customer-focused individual to support the Customer Service Manager in ensuring our Contact Centre teams operate efficiently and consistently deliver a high standard of service to our customers and residents.

The successful candidate will play a key role in supporting daily operations, team performance, recruitment, administration, and customer satisfaction while maintaining excellent communication across all levels of the business.

Key Responsibilities

• Handle manager call-backs as and when required.
• Monitor and progress queries received into the “Leaks & Fumes” inbox.
• Undertake monthly call auditing for each team member and provide constructive feedback.
• Ensure servicing mail, including letters and LGSRs, are uploaded to the mailing solution daily.
• Manage the recruitment process, including interviews and onboarding of new starters.
• Maintain and update TMS records for team members.
• Facilitate overrides and parts overrides where applicable.
• Monitor inboxes and portals to ensure teams are responding in real time.
• Provide support to on-call engineers where required.
• Conduct 1:1 meetings and Return to Work interviews with team members.
• Complete and submit the overtime spreadsheet by the 3rd of each month for all overtime worked by the teams.
• Maintain team statistics spreadsheets used during 1:1 meetings.
• Communicate clearly and professionally with customers and colleagues.
• Work positively and collaboratively as part of a team.
• Maintain a professional appearance in line with company standards.
• Demonstrate excellent attendance and timekeeping.
• Assist with additional administrative duties as requested.

Key Attributes & Skills

• Strong keyboard and administrative skills with a good working knowledge of Microsoft Windows software, particularly Outlook.
• Positive and professional attitude towards work.
• Well-presented and professional in appearance.
• Highly motivated, enthusiastic, and organised.
• Excellent customer service and communication skills.
• Previous experience in a customer service or contact centre environment is essential.
• Ability to work under pressure and manage multiple tasks effectively.
• Strong attention to detail and problem-solving skills.

What We’re Looking For

The ideal candidate will be an organised and dependable team player with experience in a fast-paced customer service environment. You will be confident dealing with customers, supporting colleagues, and handling a variety of operational and administrative responsibilities with professionalism and efficiency.

Apply Now

If you are passionate about delivering excellent customer service and are looking to develop your career within a supportive and fast-moving environment, we would love to hear from you.

Shift Pattern

"Working week" will be Friday to Tuesday

Friday 13:00 to 21:00

Saturday & Sunday 08:00 to 17:00

Monday & Tuesday 16:00 to 24:00

(Wednesday and Thursday are the non-working days)

BSW Heating Limited is an equal opportunities employer

Pay: Up to £31,842.20 per year

Benefits:

• On-site parking

Ability to commute/relocate:

• London CR8 5AT: reliably commute or plan to relocate before starting work (required)

Experience:

• line management: 3 years (required)
• customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person