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Service Excellence Team Leader
Job Posted: 6 days ago
Salary: £ 30,000 - 35,000 / Annum
Job Type: Permanent
Location: Coventry
Expire in: 22 days
Job Description
SF have partnered with an organisation in CV6 who are looking for a Client Relationship Manager/Service Excellence Team leader to join the team.
Salary: up to £35,000
Working pattern: full time Monday to Friday
Responsibilities will include:
Leadership
- Lead and manage a team responsible for meter repatriation, MAP communication, and scheduling returns.
- Own the full lifecycle of meter asset returns, from return inbound to final return to MAPs.
- Implement robust processes to ensure timely returns within 30-day UKMF guidelines.
MAP Relationship Management
- Act as the primary point of contact for Meter Asset Providers (MAPs).
- Resolve disputes and discrepancies relating to asset condition, location, or timeliness.
- Maintain an updated contact matrix for MAPs and ensure smooth information exchange.
Client Relationship Management
- Act as the primary point of contact for clients.
- Resolve disputes and discrepancies relating to asset condition, location, or timeliness.
- Maintain updated service contracts in line with process and client requirements and ensure smooth information exchange.
- Produce internal and external reports to monitor performance KPI's.
Regulatory Compliance & Reporting
- Ensure all activities comply with the UK Metering regulations and contractual SLAs.
- Provide accurate, timely reports on asset movements, exceptions, and compliance metrics.
- Collaborate with compliance and regulatory teams to support audits and data submissions.
Scheduling & Logistics Oversight
- Oversee the planning and scheduling of meter returns, coordinating with logistics teams.
- Monitor exceptions, delays, and returns-in-error to drive continuous improvement.
Team Development
- Coach and develop team members, fostering accountability and knowledge of regulatory obligations.
- Ensure training on industry changes, data handling, and systemsBefore You Apply
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