At a Glance
- Tasks: Lead a team to coordinate repairs and maintenance for social housing.
- Company: Join a leading contractor in social housing repairs and maintenance.
- Benefits: Competitive salary, career growth, and a chance to make a difference.
- Other info: Dynamic role with opportunities for professional development.
- Why this job: Be a key player in improving community living through effective service delivery.
- Qualifications: Experience in social housing and strong leadership skills required.
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 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.
