Scheduling Team Leader - Social Housing Repairs & Maintenance
Full time, permanent
Based in Stratford
£34,000 per annum
Role Overview
As Scheduling Team Leader, you will oversee the day‑to‑day scheduling and administration of reactive and/or planned repairs services, ensuring performance and customer service targets are consistently met. You will support the management of a team of planners and call handlers, driving efficient resource planning and delivering a high standard of customer service.
Responsibilities
* Manage resource planning activities to maximise efficiency
* Support the team in achieving weekly KPI targets by ensuring jobs and appointments are met
* Monitor KPI performance and analyse service failures to drive continuous improvement
* Carry out regular audits of team performance and address any issues identified
* Ensure all reporting systems are accurately maintained and updated in a timely manner
* Deliver excellent customer service to residents and clients
* Handle resident queries, manage appointment changes, and arrange bookings
* Support customer satisfaction initiatives, including surveys where required
* Attend meetings and provide regular updates to the team
* Promote a positive team culture and maintain high standards
* Assist with people management responsibilities where required
* Ensure compliance with company policies, procedures and environmental standards
* Collaborate with other departments to ensure smooth service delivery
Key Criteria
* Experience within a scheduling or call centre environment
* Background in maintenance/repairs, ideally within social housing
* Strong customer service focus with an excellent telephone manner
* Good communication and organisational skills
* Ability to identify and resolve issues effectively
* Strong prioritisation skills and ability to meet deadlines
* Ability to work under pressure in a fast‑paced environment
* High attention to detail
* Team player with supervisory or team leadership experience
What’s on Offer
* 25 days annual leave + bank holidays
* Long service awards
* Employee perks and discount scheme
* Paid volunteer day each year
* Ongoing training, support and career progression opportunities
* Inclusive and supportive working environment
This is a great opportunity for someone looking to step into or further develop their leadership career within the Social Housing sector, working with a reputable contractor delivering essential services.
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