Repairs Scheduling Manager

Repairs Scheduling Manager

Location: Stevenage
Salary: £28.30p/h 
Job Type: 12 month FTC

About the Role

We are currently recruiting for an experienced Repairs Scheduling Manager to lead a large-scale repairs planning and scheduling function within a busy social housing environment.

This is a key leadership role responsible for overseeing a team of approximately 60 colleagues, including 5–6 Team Leaders and a wider team of Repairs Planners. You will drive operational performance, improve scheduling efficiency and ensure customers receive an exceptional experience throughout the repairs journey.

Working closely with senior stakeholders across Contact Centres, Repairs, Regional Operations and Business Change, you will play a pivotal role in developing a consistent, customer-focused approach to repairs booking and scheduling.

Key Responsibilities

• Lead, develop and motivate a large Repairs Planning and Scheduling team, ensuring consistent processes and ways of working across all regions.

• Manage and support Team Leaders, empowering them to drive performance, develop their teams and deliver operational objectives.

• Oversee the effective scheduling of responsive repairs, ensuring the right operatives with the appropriate skills are allocated to each job.

• Drive improvements in resource planning, appointment availability and scheduling efficiency to maximise operational performance.

• Ensure customers receive clear, accurate and timely communication from the initial repair booking through to completion.

• Work collaboratively with Contact Centre teams, digital booking functions, out-of-hours providers and field-based operations.

• Build strong relationships with Regional and Area Managers to optimise available resources and meet customer service and operational targets.

• Monitor performance against key performance indicators (KPIs), identifying opportunities for improvement and implementing effective solutions.

• Lead coaching, performance management and capability development across the planning function.

• Identify operational challenges, work with senior stakeholders to resolve issues and deliver sustainable service improvements.

• Contribute to the development of an improved, customer-focused repairs booking experience, supporting continuous improvement and business change initiatives.

Essential Experience & Skills

• Significant experience working within a repairs scheduling or planning environment, ideally within social housing or property maintenance.

• Proven experience managing resource planning and scheduling teams.

• Strong leadership experience, with the ability to deliver results through Team Leaders and wider operational teams.

• Experience using dynamic scheduling systems to support an efficient, customer-focused repairs service.

• A strong track record of improving operational performance against KPIs and performance targets.

• Excellent coaching, people management and performance development skills.

• Strong communication and stakeholder management skills, with the ability to influence colleagues at all levels.

• Experience identifying operational issues and implementing practical service improvements.

• A hands-on leadership style, leading by example and supporting colleagues to develop their skills and capabilities.

• A collaborative approach with a genuine focus on customer experience and operational excellence.

Desirable Experience

• Experience managing both Team Leaders and large teams of Planners, Schedulers or Agents.

• Involvement in designing and implementing new processes or customer-focused ways of working.

• Strong IT skills, including Microsoft Excel, Word, PowerPoint and Outlook.

The Ideal Candidate

You will be an experienced Repairs Scheduling Manager who understands the challenges of managing high-volume repair bookings, coordinating field-based resources and delivering a consistently high standard of customer service.

You will be confident leading through first-line managers, driving accountability and motivating teams to achieve results, while remaining hands-on and focused on continuous improvement.

To apply: Please submit your CV for consideration. Our recruitment team will be in touch to discuss the opportunity and provide further details.