Repairs Scheduling Manager

Our local authority client based in Stevenage are urgently seeking an experienced Repairs Scheduling Manager.

£28.30 an hour PAYE

Hybrid working

Main purpose of the role

To lead and support the growth and performance of a team of approximately 60 Repair Planners, including Team Leaders and Planners, by creating an environment that ensures the effective and efficient scheduling of repair bookings to deliver an exceptional customer experience.

To contribute to designing the 'ideal repair booking experience' by establishing a centre of excellence for managing repair bookings, ensuring accurate diagnosis, timely customer communication and resolution.
 

Key Accountabilities

• Lead and develop the skills and capabilities of the Repair Planning & Scheduling teams ensuring a consistent way of working across all Regions.
• Work collaboratively with colleagues raising new repairs in the Contact Centre, other booking teams (including Digital), Out of Hours provider and field-based teams to ensure a consistent and efficient booking process which enables an operative with the right skills and capabilities is sent to our customer’s home to resolve the repair.
• Ensure customers receive clear and timely communication throughout the entire repair process, from booking to resolution, to deliver a seamless and positive customer experience.
• Work collaboratively with Regional and Area colleagues to ensure that available field-based resources are optimized to achieve customer and operational performance standards.
• Collaborate with the Contact Centre, other booking teams (including Digital), Out of Hours provider, and field-based teams to provide actionable feedback to enhance the customer experience throughout the repair process while driving operational efficiencies.

Essential Experience

• Experience working in a Repairs scheduling environment managing resource planning teams.
• Excellent interpersonal and communication skills, with an aptitude for collaborative working and the ability to motivate all members of the team.
• Experience in using a dynamic scheduling system to support the delivery of an efficient, customer focused repairs service.
• Influential and supportive of colleagues to implement change and service improvements through self-delivery and empowerment of staff.

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful.