Job Description

Robert Heath Heating Limited (Daikin Team)

Customer Service Team Leader - Service & Repairs Department: Service & After-Sales

Reports to: Operations Manager Net Zero/Daikin Service Team

Team Size: 4-6 Service Agents

Schedule: Monday - Friday (Full Time)

Role Summary

We are looking for a hands-on Team Leader to manage our Service Desk team of 4-6 agents.

In this role, you will oversee the daily operations of handling Daikin's B2B partners and B2C

end-users. You will ensure that fault reports, repair bookings, and warranty queries are

handled with the precision and quality expected of a market-leading brand.

This is a "player-coach" role. You will lead by example, mentoring your team to hit their targets

while jumping in to assist with complex technical escalations or logistics issues regarding

engineer schedules and parts availability.

Key Responsibilities

1. Team Leadership & Coaching

? Manage the daily workflow of 4-6 Service Agents, ensuring phones are answered and

email inboxes (fault reports/parts requests) are cleared.

? Conduct daily "stand-ups" to communicate engineer availability and priority cases.

? Perform weekly quality reviews on calls and tickets to ensure accurate technical data

entry and high customer empathy.

? Conduct monthly 1-to-1 reviews to manage performance, attendance, and professional

development.

2. Operational Management (Repairs & Faults)

? Oversee the scheduling process: ensuring agents are following correct booking

processes efficiently to minimise customer downtime.

? Act as the liaison between the Customer Service team and the Technical/Field

Engineering team.

? Monitor "Aged Tickets" (repairs that have been delayed) and intervene to expedite parts

or engineer visits.

? Ensure warranty processes are followed correctly to distinguish between billable and

non-billable jobs.

3. Escalation Handling (B2B & B2C)

? Take ownership of escalated complaints from homeowners (e.g., heating/cooling failures)

and resolve them calmly and effectively.

? Manage relationships with key B2B accounts (installers and facilities managers), ensuring

they receive priority support on technical faults.

? De-escalate disputes regarding warranty coverage or repair lead times.

Requirements

?

Experience: Minimum 2 years of experience in a Team Lead or Senior Agent role.

? Industry Background: Experience in Technical Support, Engineering Coordination,

Facilities Management, or Logistics is highly preferred over general retail.

? Skills:

? Strong capability in using CRM systems (e.g., Salesforce, SAP, or specific Field

Service Management software).

? Ability to grasp technical concepts (you do not need to be an engineer, but you must

be able to understand the difference between a simple part replacement and a

complex system fault).

? Soft Skills: Resilient, organised, and able to switch tone between professional B2B

language and empathetic B2C language.

Salary & Benefits Guide

Starting salary of 26,000 per annum

25 days paid holidays plus 8 UK bank holidays

Why Join Us?

? Work-Life Balance: A guaranteed Monday to Friday schedule--no weekends or late

shifts.

? Remote working all equipment & IT support provided

? Market Leader: Work for a global innovator in sustainable heating and cooling solutions.

? Impact: Lead a tight-knit team where your input directly improves our service

operations.

Job Types: Full-time, Permanent

Pay: From 26,000.00 per year

Benefits:

Company pension Work from home
Work Location: Remote

Application deadline: 08/12/2025
Reference ID: DAIKIN Customer Service Team Leader - Service & Repairs
Expected start date: 02/01/2026