Repairs office and customer service manager

Repairs Office and Customer Services Manager

Reading

£20.96 per hour PAYE

6 month initial contract with the view for extension

UK licence essential

Fully office based – RG2

Reading Council is looking for an experienced and customer-focused Repairs, Office and Customer Services Manager to lead and manage the day-to-day operation of the repairs office and customer contact function.

This is a full-time, office-based role working 37 hours per week, with some additional hours potentially required to meet the needs of the service. The successful candidate will be based at 19 Bennet Road, Reading, RG2 0QX.

The role will have responsibility for managing and supporting a team of call handlers, ensuring that customer enquiries and repairs-related requests are handled efficiently, professionally and in line with the Council’s service standards. You will provide effective leadership, monitor performance and help ensure a consistent, responsive and high-quality service for residents.

Key Requirements

• Thorough and up-to-date knowledge of housing repairs, including current legislation, regulations, policies and best practice relevant to the client group.
• A strong understanding of social housing repairs and maintenance, including the customer journey from initial contact through to resolution.
• Proven experience of managing, supervising or leading a customer service, repairs or contact-centre team, with the ability to motivate staff and manage performance effectively.
• Strong customer service skills, with the ability to deal confidently with complex, sensitive or escalated housing and repairs enquiries.
• Excellent organisational and communication skills, with the ability to manage competing priorities in a busy operational environment.
• Experience of monitoring service performance, identifying issues and implementing improvements to processes and customer outcomes.
• A proactive and collaborative approach, with the ability to work effectively with repairs teams, contractors, housing colleagues and other internal and external stakeholders.
• A full clean driving licence and access to a vehicle for work purposes are essential, as the role may require travel in connection with service delivery.

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.