We are looking for an experienced and people-focused Repairs Scheduling Manager to lead a large operational team responsible for delivering an exceptional repairs booking and scheduling service.

Reporting to the Head of Contact Centres, you will lead a team of approximately 60 colleagues, including Team Leaders and Repair Planners, ensuring repairs are scheduled efficiently, resources are effectively utilised, and customers receive a seamless experience from first contact through to repair completion.

This is a key leadership role that will play a significant part in shaping and delivering the organisation's vision for the "Ideal Repair Booking Experience", driving operational excellence, service improvements, and outstanding customer outcomes.

Contract: 12 months FTC

Location: Stevenage

Payrate: £36.08 p/h Umbrella - could be negotiable

Key Responsibilities

• Lead, coach and develop a team of Team Leaders and Repair Planners, creating a high-performance culture focused on customer service, quality and continuous improvement.
• Ensure a consistent and effective approach to repair planning and scheduling across all operational regions.
• Work closely with Contact Centres, Digital teams, Out of Hours providers and field-based operational teams to deliver efficient repair scheduling and resource allocation.
• Drive an excellent customer experience by ensuring clear, proactive and timely communication throughout the repair journey.
• Collaborate with operational leaders to optimise workforce capacity, maximise productivity and improve first-time fix performance.
• Identify opportunities for service improvement and support the implementation of new processes and ways of working.
• Monitor and improve performance through the use of KPIs, management information and balanced scorecards.
• Partner with senior stakeholders across Repairs, Customer Services and Business Change teams to deliver service enhancements and operational efficiencies.
• Champion a culture of accountability, engagement and continuous learning across the scheduling function.

About You

We're looking for a strong operational leader with a proven track record in repairs scheduling, workforce planning or resource management within a housing, property services, repairs or maintenance environment.

You will bring:

Essential Experience & Skills

• Significant experience managing repairs scheduling or resource planning teams within a customer-focused environment.
• Demonstrable experience leading through Team Leaders and delivering results across large operational teams.
• Previous experience using dynamic scheduling systems to support an efficient repairs service.
• Strong leadership, coaching and performance management capabilities.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.
• Proven experience improving operational performance against key service indicators.
• A collaborative approach with the ability to identify issues, drive solutions and support organisational change.
• Hands-on leadership style with a passion for developing and empowering people.

Desirable

• Experience managing both Team Leaders and Repairs Planners/Agents.
• Experience designing and implementing customer and colleague-centred processes.
• Strong Microsoft Office skills, particularly Excel, PowerPoint, Word and Outlook.
• Knowledge of social housing repairs and maintenance operations.

What You'll Get

• Opportunity to lead a large, high-impact operational team.
• Ability to influence and shape the future repairs customer journey.
• Collaborative and supportive working environment.
• Competitive salary and benefits package.
• Excellent opportunities for professional development and career progression.

Apply Today

If you're an experienced operational leader with a passion for customer service, repairs scheduling and developing high-performing teams, we'd love to hear from you.

Join us and help deliver an outstanding repairs experience for our customers every day.