At a Glance
- Tasks: Lead a team to manage scheduling and customer service for housing repairs.
- Company: Join a leading Social Housing Repairs & Maintenance Contractor in Hackney.
- Benefits: Competitive salary, career growth, and the chance to make a difference.
- Other info: Dynamic role with opportunities for professional development and impact.
- Why this job: Be a key player in improving community living through efficient service delivery.
- Qualifications: Experience in social housing and team management is essential.
The predicted salary is between 42000 - 42000 £ per year.
Full Time, Permanent
Based in Hackney
£38,000 - £42,000 per annum
Here at Howells, we are working with a leading Social Housing Repairs & Maintenance Contractor to recruit an experienced Customer Service Manager to join their team based in Hackney. As the Customer Service Manager, you will take responsibility for the day-to-day management of the planning and scheduling function, overseeing a team of Schedulers and Call Handlers responsible for coordinating repairs and maintenance appointments across a mobile workforce. You will ensure operatives' diaries are effectively planned, resources are maximised, service levels are achieved, and key operational performance targets are met. This is a hands-on management role requiring strong leadership experience, excellent planning skills, and the ability to monitor and report on KPI performance.
Key Responsibilities
- Manage, motivate and develop a team of Schedulers, Planners and Customer Service Advisors.
- Oversee the planning and scheduling of repairs and maintenance appointments for a large mobile workforce.
- Ensure operatives' diaries are fully optimised to maximise productivity and customer satisfaction.
- Monitor scheduling performance and produce regular KPI reports for senior management.
- Drive improvements in appointment management, productivity, right-first-time performance and overall service delivery.
- Manage escalated scheduling issues and customer complaints relating to repairs appointments.
- Work closely with operational management teams to ensure resources are effectively allocated and contractual targets are achieved.
Essential Experience
- Previous experience within Social Housing Repairs & Maintenance is essential.
- Proven experience managing a scheduling/planning team within a repairs, maintenance, housing or facilities management environment.
- Experience overseeing operative diaries and workforce planning for a mobile workforce.
- Strong understanding of repairs scheduling and resource allocation.
- Experience producing and analysing KPI reports and using data to drive operational improvements.
- Demonstrable people management experience, including coaching, performance management and team development.
- Strong IT skills and experience using scheduling/planning systems.
- Excellent organisational, communication and stakeholder management skills.
This is an excellent opportunity for an experienced Customer Service Manager looking to join a market-leading contractor and play a key role in delivering an efficient repairs service across a busy social housing contract. For more information and your chance of securing this role, please apply online today.
Customer Service Manager - repairs & maintenance in Bexley employer: Howells Solutions Limited
Howells is an exceptional employer, offering a dynamic work environment in Hackney where you can make a real impact in the social housing sector. With a strong focus on employee development and a culture that values teamwork and innovation, we provide our Customer Service Managers with the tools and support needed to excel in their roles. Join us to be part of a leading contractor dedicated to delivering high-quality repairs and maintenance services while enjoying competitive salaries and opportunities for career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - repairs & maintenance in Bexley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Howells Solutions Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Howells Solutions Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager - repairs & maintenance in Bexley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Howells Solutions Limited:Your cover letter is your chance to shine! Tell us why you want to work at Howells Solutions Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Howells Solutions Limited!
How to prepare for a job interview at Howells Solutions Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
