Service Excellence Team Leader

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 systems.