Full job descriptionWe are looking for an experienced and people-focused Repairs Scheduling Manager to lead a large operational team responsible for delivering an exceptional repairs booking and scheduling service.
Reporting to the Head of Contact Centres, you will lead a team of approximately 60 colleagues, including Team Leaders and Repair Planners, ensuring repairs are scheduled efficiently, resources are effectively utilised, and customers receive a seamless experience from first contact through to repair completion.
This is a key leadership role that will play a significant part in shaping and delivering the organisation’s vision for the "Ideal Repair Booking Experience", driving operational excellence, service improvements, and outstanding customer outcomes.
Contract: 12 months FTC
Location: Stevenage
Payrate: £36.08 p/h Umbrella - could be negotiable
Key Responsibilities*Lead, coach and develop a team of Team Leaders and Repair Planners, creating a high-performance culture focused on customer service, quality and continuous improvement.
*Ensure a consistent and effective approach to repair planning and scheduling across all operational regions.
*Work closely with Contact Centres, Digital teams, Out of Hours providers and field-based operational teams to deliver efficient repair scheduling and resource allocation.
*Drive an excellent customer experience by ensuring clear, proactive and timely communication throughout the repair journey.
*Collaborate with operational leaders to optimise workforce capacity, maximise productivity and improve first-time fix performance.
*Identify opportunities for service improvement and support the implementation of new processes and ways of working.
*Monitor and improve performance through the use of KPIs, management information and balanced scorecards.
*Partner with senior stakeholders across Repairs, Customer Services and Business Change teams to deliver service enhancements and operational efficiencies.
*Champion a culture of accountability, engagement and continuous learning across the scheduling function.
About YouWe’re looking for a strong operational leader with a proven track record in repairs scheduling, workforce planning or resource management within a housing, property services, repairs or maintenance environment.
You will bring:
Essential Experience & Skills*Significant experience managing repairs scheduling or resource planning teams within a customer-focused environment.
*Demonstrable experience leading through Team Leaders and delivering results across large operational teams.
*Previous experience using dynamic scheduling systems to support an efficient repairs service.
*Strong leadership, coaching and performance management capabilities.
*Excellent communication and stakeholder management skills, with the ability to influence at all levels.
*Proven experience improving operational performance against key service indicators.
*A collaborative approach with the ability to identify issues, drive solutions and support organisational change.
*Hands-on leadership style with a passion for developing and empowering people.
Desirable*Experience managing both Team Leaders and Repairs Planners/Agents.
*Experience designing and implementing customer and colleague-centred processes.
*Strong Microsoft Office skills, particularly Excel, PowerPoint, Word and Outlook.
*Knowledge of social housing repairs and maintenance operations.
What You’ll Get*Opportunity to lead a large, high-impact operational team.
*Ability to influence and shape the future repairs customer journey.
*Collaborative and supportive working environment.
*Competitive salary and benefits package.
*Excellent opportunities for professional development and career progression.
Apply TodayIf you’re an experienced operational leader with a passion for customer service, repairs scheduling and developing high-performing teams, we’d love to hear from you.
Join us and help deliver an outstanding repairs experience for our customers every day.