Repairs Office and Customer Services Manager

We are seeking an experienced Repairs Office and Customer Services Manager to lead a busy Repairs Team back-office function within a Housing Building Maintenance Service. This is an excellent opportunity for a customer-focused manager with experience in social housing, repairs, maintenance, or property services.

Key Details:

• Location: Reading (RG2)
• Pay Rate: £20.96 PAYE
• Working Pattern: Hybrid
• Working Hours: Monday to Friday, 9:00 AM - 5:00 PM
• Contract: Until April 2027

Key Responsibilities:

• Manage the day-to-day operation of the Repairs Team back office.
• Lead, motivate and develop a team of administrative and customer service staff.
• Ensure excellent customer service and a right-first-time approach to repairs delivery.
• Coordinate and manage complaints, ensuring responses are delivered within agreed timescales.
• Monitor performance, service standards and operational KPIs.
• Support continuous improvement initiatives across the Housing Building Maintenance Service.
• Ensure Health & Safety information and property risk data are accurately maintained.
• Work closely with operational teams, contractors and stakeholders to improve service delivery.

Requirements:

• Full UK driving licence and access to a vehicle.
• Previous management experience within housing, repairs, maintenance, property services, customer services, or a similar environment.
• Strong people management and leadership skills.
• Experience managing complaints and customer enquiries.
• Knowledge of housing-related services and customer-focused environments.
• Strong communication and stakeholder management skills.
• Good IT skills, including Microsoft Office and CRM systems.

Desirable:

• Social housing or local authority experience.
• Knowledge of repairs and maintenance operations.
• Understanding of Health & Safety requirements within housing services.

Benefits:

• Competitive salary.
• Hybrid working model, allowing flexibility.
• Involvement in significant service improvement projects.
• Opportunity to work in a dynamic and supportive environment.

HOW TO APPLY?

If you are interested in this vacancy, please apply with an up-to-date copy of your CV.