Technical Support Manager (Contractor Network) - Hybrid (Walsall) - 40 hours per week

CET Structures Limited; Walsall; Hybrid; GBP 40,000 - 46,000; Full time

Job summary

CET Structures Limited is seeking a Technical Support Manager to join their Senior Leadership Team. The role focuses on providing crucial support to telephony-based teams regarding Home Emergency claims, including Gas, Plumbing, and Electrical trades. The ideal candidate will have extensive industry experience, technical skills, and the ability to foster collaborative relationships across the organization.

Benefits

Discretionary annual bonus scheme

Excellent benefits package

Holiday entitlement: 25 days plus Public/Bank holidays

Qualifications

• Proven track record as a gas breakdown/repair engineer.
• 10+ years of experience in the Gas/Heating industry.
• Knowledge of standard and high-efficiency gas/heating boilers.

Responsibilities

• Provide daily technical support to frontline and network teams.
• Be the key technical expert on escalated claims and complaints.
• Conduct effective quality audits where required.

Skills

Gas breakdown and repair experience

Understanding of H&S requirements

Ability to interpret KPI data

Well-organized

Driven and detail-oriented

Strong networking skills

Education

CCN1 – Core Gas Safety (including CPA1)

CENWAT – Central Heating/Hot Water Boilers

HTR1 – Domestic Gas Fires and Wall Heaters

G3 - Vented and Unvented Hot Water Systems

Electrical 18th Edition qualification

Job description

Working for CET is many things – exciting, challenging, and rewarding. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.

If you want to work in a lively, fun environment and have the skills we’re after, apply now!

Applications are invited from the UK Mainland only

----------------------------------------------------------------------------------------

Location: Hybrid - Walsall

Working Hours: 40 hours per week, Monday to Friday

Salary: c.£40K and car allowance, with eligibility to participate in a discretionary annual bonus scheme, along with an excellent benefits package.

Holiday Entitlement: 25 days plus Public/Bank holidays

Reporting to: Head of Network

Main Purpose of Role: A key new role for CET, where we are looking to appoint a Technical Support Manager who will provide critical support and guidance to our frontline telephony-based teams and our wider Network Team. This role will be part of our Senior Leadership Team within our Network and will require developing positive working relationships across all levels of the organization.

The role focuses on providing technical support, guidance, and decision-making on complex Home Emergency claims related to Gas, Plumbing, and Electrical trades. You will work closely with our Contractor Network to support policy coverage, auditing, H&S, BERs, training, and escalated cases.

You will be empowered to use your skills and knowledge to support the business in making correct technical and commercial decisions promptly, ensuring positive outcomes for customers and delivering a top-tier customer journey while managing commercial implications.

We are seeking an individual with a strong technical background, ideally with a proven track record as a current or former gas breakdown/repair engineer with up-to-date qualifications and industry experience.

Role and Responsibilities:

• Provide daily technical support to frontline and network teams
• Be the key technical expert on escalated claims and complaints
• Work constructively with our Network Contractors to ensure correct decision-making in line with policies
• Support the operation to ensure the highest safety standards in the industry
• Develop strong collaborative relationships with internal and external teams
• Conduct effective quality audits where required
• Support Regional Network Managers
• Present clearly and professionally at all levels within the business
• Build an understanding of policy coverage to support decision-making
• Support decision-making on BERs and high-value repair quotes

Qualifications and Educational Requirements:

• CCN1 – Core Gas Safety (including CPA1)
• CENWAT – Central Heating/Hot Water Boilers
• HTR1 – Domestic Gas Fires and Wall Heaters
• G3 - Vented and Unvented Hot Water Systems
• Desirable: ASHP installation, commissioning, and servicing of Air Source Heat Pumps
• Desirable: Electrical 18th Edition qualification

Essential and Desirable Skills:

• 10+ years in Gas/Heating industry; gas breakdown and repair experience
• Understanding of H&S requirements
• Knowledge of standard and high-efficiency gas/heating boilers
• Ability to identify central heating system types, controls, and functionality
• Experience in fault-finding in central heating systems
• Desirable: Air Source/Ground Source Heat Pump knowledge
• Desirable: Plumbing and Drainage knowledge
• Ability to interpret KPI data
• Well-organized, able to prioritize
• Driven, determined, and detail-oriented
• Ability to influence and drive cultural change
• Strong networking and support-building skills

At CET, our diverse skills make us unique. We pride ourselves on a job well done and believe an inclusive culture is key to our success and future vision.

CET is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment. We support applicants from all protected characteristics and offer reasonable adjustments or flexible options during the application, assessment, and onboarding processes.