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Customer Care & Operations Manager
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Join an Award-Winning Heating & Cooling Company
For more than 15 years, South London Heating has built an outstanding reputation for exceptional customer service, technical expertise and quality workmanship across heating, renewable energy and air conditioning.
We're now looking for an exceptional Customer Care & Operations Manager to join our friendly and ambitious team. This is an exciting, hands-on role at the heart of our business. Working closely with our directors and engineers, you'll help deliver an outstanding customer experience while ensuring our day-to-day operations run smoothly.
If you enjoy looking after customers, solving problems and bringing order to busy days, then this role is for you!
The Role
No two days are the same.
You'll be responsible for helping customers, coordinating engineers, supporting installations and servicing, following up quotations and ensuring every job progresses smoothly from enquiry to completion.
You'll also help improve the way we work by identifying opportunities to make our systems, processes and customer experience even better.
Key Responsibilities
- Deliver exceptional customer service by telephone and email
- Coordinate engineer schedules and daily workloads
- Support customers from initial enquiry through to successful completion
- Monitor job progress and proactively resolve issues
- Follow up quotations and customer enquiries
- Support office administration and supplier coordination
- Help improve operational processes and customer experience
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About You
You'll probably already be working in a heating, plumbing, HVAC, engineering, facilities management or another service-based business.
You might currently be a:
- Customer Care Manager
- Office Manager
- Service Coordinator
- Operations Coordinator
- Scheduling Manager
- Customer Success Manager
You'll bring:
- Outstanding customer service skills.
- Experience coordinating field-based engineers or service teams
- Excellent organisational and communication skills
- Confidence managing multiple priorities
- A calm, proactive approach under pressure
- A genuine desire to improve the way things are done
- Confident with Microsoft 365 and modern cloud-based business systems
- Experience using field service management software, project management software and other operational systems
Most importantly, we're looking for someone who enjoys helping people, takes ownership and wants to make a genuine difference.
You'll Thrive Here If You...
- Genuinely enjoy helping people and delivering exceptional customer service.
- Like bringing order to busy environments and keeping things running smoothly.
- Naturally solve problems before they become bigger issues.
- Take ownership and pride in your work.
- Build positive relationships with customers, engineers and colleagues.
- Enjoy learning new technology and finding better ways of doing things.
- Want to be part of a friendly team where your ideas are valued and your contribution makes a real difference.
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Why Join South London Heating?
We're proud to be an independent, family-run business where people genuinely care about doing a great job.
We believe in treating our customers properly, supporting one another as a team and continually improving the way we work.
We're investing in new technologies, AI and digital systems to help us work smarter, deliver an even better customer experience and create an inspiring place to work.
Our bright, modern, air-conditioned office is based in South East London, at the bottom of the beautiful Crystal Palace Park, with excellent transport links, cafés and local amenities nearby.
We believe that creating a positive place to work is just as important as delivering exceptional service to our customers.
What We Offer
- Performance-related bonus.
- Monday to Friday working hours.
- Ongoing training and professional development.
- The opportunity to work directly with the Directors and genuinely influence how the business operates.
- Long-term career progression as the company continues to grow.
- A friendly, supportive and forward-thinking working environment.
If you're looking for more than just another office role and would like to become an important part of a growing business with an excellent reputation, we'd love to hear from you.
Please send us your CV together with a short covering letter telling us why you'd like to join South London Heating and what you believe you could bring to our team.
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