Service Delivery Manager – Escalations Team
| Posting date: | 02 June 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 02 July 2026 |
| Location: | NP12 4AB |
| Remote working: | On-site only |
| Company: | Vibrant Energy Matters |
| Job type: | Permanent |
| Job reference: |
Summary
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 to15 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:
Escalation Management & Customer Experience
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
Booking & Operational Control
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
Performance & Improvement
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
Leadership & Collaboration
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 Operations
Support the wider team during peak periods.
What We’re Looking For:
Essential:
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
Desirable:
Experience within property, energy or field-based service industries
Experience in target-driven customer service environments
Skills & Behaviours
Strong customer focus with a solution-driven mindset
Calm, confident decision-maker under pressure
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
Our Values:
Be human
Find a way
Keep it simple
Be resilient
Care and take ownership
Benefits
Competitive salary
Bonus of up to 10% (paid quarterly)
22 days holiday + bank holidays
Company pension (matched up to 3%)
Free parking
Additional Information
40 hours per week, Monday to Saturday (8:30am–6pm)
This is a fully office-based role
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 to15 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:
Escalation Management & Customer Experience
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
Booking & Operational Control
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
Performance & Improvement
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
Leadership & Collaboration
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 Operations
Support the wider team during peak periods.
What We’re Looking For:
Essential:
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
Desirable:
Experience within property, energy or field-based service industries
Experience in target-driven customer service environments
Skills & Behaviours
Strong customer focus with a solution-driven mindset
Calm, confident decision-maker under pressure
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
Our Values:
Be human
Find a way
Keep it simple
Be resilient
Care and take ownership
Benefits
Competitive salary
Bonus of up to 10% (paid quarterly)
22 days holiday + bank holidays
Company pension (matched up to 3%)
Free parking
Additional Information
40 hours per week, Monday to Saturday (8:30am–6pm)
This is a fully office-based role