Repairs Office and Customer Services Manager

Repairs Office & Customer Services Manager

Reading

£20.96 per hour PAYE (£27.01 per hour Umbrella equivalent)

Full Time - 37 hours per week (additional hours may be required)

Temporary contract until April 2027

Office-based

We are currently recruiting for an experienced Repairs Office & Customer Services Manager to lead a busy repairs and customer service function within a housing maintenance environment.

This is a key management role responsible for overseeing the day-to-day operation of a repairs back-office team, ensuring the delivery of a high-quality, customer-focused repairs service. You'll play a vital role in driving service improvements, managing performance, overseeing complaints handling, and ensuring excellent customer outcomes from first contact through to job completion. Based on the job requirements outlined in Repairs office & customer service manager JD, the successful candidate will manage a team of technical support staff whilst supporting repairs service delivery across housing maintenance operations.

Key Responsibilities

• Manage and motivate a busy repairs and customer services team.
• Lead on complaints coordination and service improvements.
• Monitor team performance and service standards.
• Support operational scheduling and repairs administration functions.
• Ensure Health & Safety procedures and property risk information are effectively managed.
• Develop and implement policies and procedures to improve service delivery.
• Build effective relationships with internal teams, contractors, customers and stakeholders.
• Analyse performance data and produce service reports.
• Drive customer satisfaction and reduce avoidable contact.

About You

• Previous management experience within housing repairs, maintenance or a related housing environment.
• Strong understanding of housing repairs processes and customer service delivery.
• Experience managing staff performance, procedures and service improvements.
• Knowledge of current housing issues and repairs legislation.
• Excellent communication, organisational and leadership skills.
• Strong IT skills with experience using CRM, housing management or repairs systems.
• Ability to manage competing priorities in a fast-paced environment.
• Good understanding of Health & Safety requirements.
• Clean driving licence and access to a vehicle for work purposes.

This is an excellent opportunity for an experienced housing repairs professional to join a high-performing team and make a real impact on service delivery.