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.