Job Title: Repairs Customer Service Manager

Locations: London EN1

Contract Type: Temp ongoing

Work Pattern: Full time 35 hours

We are looking for a Repairs Customer Service Manager to join our clients team and help drive their team.

This role will also involve monitoring and evaluating the team's performance, recommending areas for improvement, and coaching and supporting staff to develop.

As the Repairs Customer Service Manager, the successful candidate will lead the housing resolution customer support team, provide operational leadership of the Customer Service Team, and develop the online and digital offer for repairs.

The role involves embedding a customer-focused approach to continuous service improvement, responding creatively to the needs and aspirations of residents, and reviewing customer feedback and complaints regularly to improve the service.

Job Role -

• Lead, manage and motivate the team to deliver high performance


• Ensure that corporate/departmental people practices are understood and implemented within the service


• Effectively manage budgets and projects within the service ensuring effective cost management and prioritisation


• Monitor and evaluate the team's performance and recommend areas for improvement based on evidence


• Coach and support staff to develop


• Recommend areas for service improvement based on relevant data and information


• Communicate effectively with elected members and other partners/stakeholders


• Collaborate constructively with partner organisations and other stakeholders including internal services and colleagues


• Build a culture of trust in the team


• Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries


• Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements


• Develop the online and digital offer for repairs

Candidate Requirements -

• Ability to engage, coach and motivate teams and set clear targets and expectations


• Evidence of high levels of customer service and satisfaction


• Experience of successfully managing performance and providing clear constructive feedback


• Experience of successfully implementing plans and projects to time and budget


• Ability to effectively plan and manage budgets and resources


• Demonstrates a good understanding of the political structure and role of elected members


• Ability to work collaboratively both with own service and across other services


• Significant experience of running a high performing multi-channel housing call centre


• Experience in designing and implementing sustainable change and improvement programmes aimed at trade-based operatives that drive engagement and empowerment


• Experience of and understanding of the importance of involving residents in management decisions and service delivery


• Experience of complaint services, ensuring root cause analysis and learning from complaints


• Degree or Management Qualification or equivalent experience


• Housing or repairs qualification

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk