At a Glance
- Tasks: Lead a team to manage repairs and customer service operations efficiently.
- Company: Reading Council, committed to high-quality service for residents.
- Benefits: Competitive pay, potential contract extension, and a supportive work environment.
- Other info: Full-time role with opportunities for professional growth and development.
- Why this job: Make a real difference in the community by improving housing services.
- Qualifications: Experience in customer service and knowledge of housing repairs essential.
The predicted salary is between 18.9 - 23.1 £ per hour.
Reading Council is looking for an experienced and customer-focused Repairs, Office and Customer Services Manager to lead and manage the day-to-day operation of the repairs office and customer contact function. This is a full-time, office-based role working 37 hours per week, with some additional hours potentially required to meet the needs of the service. The successful candidate will be based at 19 Bennet Road, Reading, RG2 0QX.
The role will have responsibility for managing and supporting a team of call handlers, ensuring that customer enquiries and repairs-related requests are handled efficiently, professionally and in line with the Council's service standards. You will provide effective leadership, monitor performance and help ensure a consistent, responsive and high-quality service for residents.
Key Requirements
- Thorough and up-to-date knowledge of housing repairs, including current legislation, regulations, policies and best practice relevant to the client group.
- A strong understanding of social housing repairs and maintenance, including the customer journey from initial contact through to resolution.
- Proven experience of managing, supervising or leading a customer service, repairs or contact-centre team, with the ability to motivate staff and manage performance effectively.
- Strong customer service skills, with the ability to deal confidently with complex, sensitive or escalated housing and repairs enquiries.
- Excellent organisational and communication skills, with the ability to manage competing priorities in a busy operational environment.
- Experience of monitoring service performance, identifying issues and implementing improvements to processes and customer outcomes.
- A proactive and collaborative approach, with the ability to work effectively with repairs teams, contractors, housing colleagues and other internal and external stakeholders.
- A full clean driving licence and access to a vehicle for work purposes are essential, as the role may require travel in connection with service delivery.
To find out more information please contact Abbie at Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.
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