Repair & Customer Care Manager in Teddington

FIXED TERM CONTRACT UNTIL 30 SEPTEMBER 2026

Who we’re looking for

You’ll be proactive and customer focused, managing your team to plan, phase, programme, and sequence activities to ensure maximum efficiency of work is achieved, performance is analysed and to ensure continuous improvements of the service our customers receive. You’ll manage the day to day running of the team, ensuring they resolve customer queries quickly and accurately while maintaining a high standard of customer service across all channels. You’ll work closely with other teams to identify works that require a more focused approach with the aim to reduce complaints at first point of contact, ensuring appropriate investigation and timely escalation when needed.

Reporting on day-to-day performance to ensure maximum efficiency is achieved, you’ll make effective decisions and solve problems without overcomplicating things to build trust by doing what you say you will.

In your role you’ll:

• Manage the day to day running of the team, including managing escalations, call listening and digital contact reviews in line with the quality framework.
• Ensure the team resolves all customer queries quickly, accurately and across all channels, maintaining high service standards and reducing complaints.
• Manage your team’s performance through regular one to ones, inductions, coaching and reviews, using Touchpoint to monitor progress and achieve team objectives.
• Report on day to day performance data and work in progress.
• Manage all returned and rejected appointments.
• Work closely with other teams to identify works that require a more focused approach and ensure materials are available.
• Ensure maximum efficiency is achieved by making effective decisions on appropriate allocation of resource to allow for optimum performance.
• Reduce complaints at first point of contact, ensuring appropriate investigation and timely escalation when needed.
• Work closely with repairs contractors, technicians, supervisors, and subcontractors to deliver an efficient and productive repairs service.
• Manage and review the scheduling of works in line with operational requirements, ensuring service level agreements and turnaround timescales are consistently met.

We’re looking for someone with experience of:

• Managing a team that delivers exceptional standards of customer service and successful outcomes on projects.
• Investigating, evaluating, and responding to situations quickly.
• Experience of project development and management.
• Using IT systems proficiently including Word, Excel, databases, and email.

The key behaviours we expect in the role include:

• Role modelling our values: We know our stuff / We make it happen / We care.
• Communicating passionately and authentically across different channels, adapting your style for a diverse range of customers and colleagues.
• Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people's unique perspective.
• Creating an environment that supports continuous learning, develops high-performing teams, and delivers high levels of engagement.
• Championing collaborative working across the organisation.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer service experience.
• Effectively planning and prioritising by focusing on the things that will make the biggest difference.
• Making wise decisions and solving problems without overcomplicating things.
• Building trust by doing what you say you will.
• Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
• The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution from all.