Repairs Scheduling Manager - National

Job Title: Repairs Scheduling Manager

Location: UK
Reports to: Head of Contact Centres
Responsible for: 5-6 Repairs Planning Team Leaders and c.50-55 Planners (team of c.60)

About the Role:
We are seeking a Repairs Scheduling Manager to lead and support the growth and performance of a team of approximately 60 Repair Planners, including Team Leaders and Planners. You will create an environment that ensures the effective and efficient scheduling of repair bookings to deliver an exceptional customer experience, and 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 Responsibilities:

• 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), the Out of Hours provider, and field-based teams to ensure a consistent and efficient booking process, sending an operative with the right skills to each customer's home.
• Ensure customers receive clear and timely communication throughout the entire repair process, from booking to resolution.
• Work collaboratively with Regional and Area colleagues to optimise available field-based resources and achieve customer and operational performance standards.
• Provide actionable feedback across teams to enhance the customer experience while driving operational efficiencies.
• Collaborate with the Head of Contact Centres and teams across Repairs and Business Change to define the 'Ideal Repair Booking Experience,' ensuring customers can easily raise repair requests through their preferred channels and receive timely resolutions.

Essential Requirements:

• Experience working in a repairs scheduling environment, managing resource planning teams.
• Experience using a dynamic scheduling system to support an efficient, customer-focused repairs service.
• Strong leadership skills with demonstrable experience of leading and delivering results through first line leaders.
• Excellent interpersonal and communication skills, with an aptitude for collaborative working and motivating team members.
• Influential and supportive of colleagues in implementing change and service improvements.
• Demonstrable experience of problem identification and working with senior stakeholders to resolve issues.
• 'Hands on' approach, leading by example and delighting in supporting others to improve and grow.
• Substantial experience of delivering and improving performance across a balanced scorecard.
• Strong coaching and performance management skills.

Desirable:

• Experience managing Team Leaders as well as Planners/Agents.
• Experience designing new, colleague and customer-centric ways of working.
• Strong computer literacy, including Excel, PowerPoint, Word, and Outlook.

If this role aligns with your experience, please send an updated copy of your CV to Sean Cloherty at Elevate Projects so we can discuss further.