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 ...