Description
Repairs Scheduling Manager
Location: Stevenage office (Hybrid / Remote Working)
Salary: £52,977.60 per annum
Contract: 12-month fixed-term contract
About the Organisation
Our client is a leading housing association committed to providing quality, affordable homes and creating thriving communities. With a strong focus on customer service, continuous improvement and delivering safe, well-maintained homes, they are dedicated to making a positive difference to residents through effective housing and repairs services.
The Role
An exciting opportunity has arisen for an experienced Repairs Scheduling Manager to lead and develop a large-scale repairs planning and scheduling function within a busy housing environment.
Reporting to the Head of Contact Centres, you will oversee a team of approximately 60 colleagues, including Repairs Planning Team Leaders and Planners, ensuring repair appointments are scheduled efficiently, resources are optimised and residents receive an exceptional customer experience.
You will play a key role in developing and embedding a consistent approach to repairs scheduling across all regions, improving operational performance and helping shape an outstanding end-to-end repair booking experience.
The role will be based around the organisation's Stevenage office, with hybrid and remote working arrangements available.
Key Responsibilities
- Lead, develop and motivate a team of approximately 60 Repairs Planners and Team Leaders, building capability and ensuring consistent ways of working across all regions.
- Oversee the effective and efficient scheduling of repairs, ensuring the right operatives with the appropriate skills are allocated to each job.
- Work collaboratively with Contact Centre teams, digital booking functions, out-of-hours providers and field-based teams to streamline processes and improve service delivery.
- Ensure residents receive clear, timely communication throughout the repairs journey, from the initial booking through to resolution.
- Work closely with regional and area teams to optimise available resources and achieve customer service and operational performance targets.
- Identify opportunities to improve processes, drive operational efficiencies and enhance the overall customer experience.
- Partner with senior stakeholders to develop and deliver the organisation's ideal repair booking experience.
- Monitor performance against key measures, implement service improvements and drive accountability across the team.
- Coach and support Team Leaders, strengthening leadership capability and ensuring high standards of performance management.
About You
To be successful in this role, you will have substantial experience in repairs scheduling and resource planning, ideally within social housing or a similar repairs-led environment.
You will be a confident, hands-on leader who can motivate large teams, develop first-line managers and deliver measurable improvements in operational performance.
You will also have:
- Proven experience managing resource planning teams within a repairs scheduling environment.
- Experience using dynamic scheduling systems to deliver an efficient, customer-focused repairs service.
- Strong leadership skills, with experience managing performance and delivering results through Team Leaders.
- Excellent coaching, communication and stakeholder management skills.
- A track record of identifying operational challenges and implementing effective service improvements.
- Experience monitoring and improving performance against operational KPIs or a balanced scorecard.
- The ability to collaborate effectively across multiple teams and influence senior stakeholders.
- A proactive, supportive approach to leadership, with a genuine commitment to developing colleagues and improving services.
Desirable: Experience managing both Team Leaders and Planners or Agents, designing customer- and colleague-focused ways of working, and strong IT skills, including Excel, PowerPoint, Word and Outlook.
What's on Offer?
- £52,977.60 per annum
- 12-month fixed-term contract
- Hybrid / remote working, reporting to the Stevenage office
- An opportunity to lead a significant repairs scheduling function
- The chance to influence service improvements and enhance the experience of residents
If you have a strong background in repairs scheduling, resource planning and team leadership, and are passionate about delivering an efficient, customer-focused repairs service, we would love to hear from you.