Customer Service Manager - repairs and maintenance

Customer Service Manager - Social Housing Repairs and MaintenanceFull Time, PermanentBased in Hackney 38,000 - 42,000 per annumHere at Howells, we are working with a leading Social Housing Repairs and 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 ResponsibilitiesManage, 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 ..... full job details .....