Customer Service Manager - repairs & maintenance

Customer Service Manager - Social Housing Repairs & Maintenance

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 Cusromer 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