Location: Slough
Salary: Up to £43,000 per annum
Job Type: Permanent Full Time
We are looking for an experienced Customer Service Manager to lead a busy Customer Service Centre supporting a responsive repairs and maintenance contract within the social housing sector.
This is an exciting opportunity for a motivated leader with a passion for delivering exceptional customer service while driving operational performance. You will lead a team responsible for managing resident enquiries, repairs requests and complaints, ensuring a seamless customer journey from first contact through to resolution.
Working closely with operational teams, planners and contractors, you'll play a key role in improving service delivery, enhancing customer satisfaction and ensuring repairs are delivered efficiently and in line with contractual KPIs.
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Lead, motivate and develop the Customer Service team to deliver outstanding customer service.
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Ensure all customer enquiries, repair requests and complaints are handled professionally and within agreed service levels.
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Oversee the day-to-day operation of the Customer Service Centre, ensuring performance targets and KPIs are consistently achieved.
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Support repairs planning activities, including scheduling, resource allocation and coordination of responsive maintenance works.
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Act as the escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
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Work collaboratively with planners, supervisors, operatives and contractors to maximise appointment availability and improve service delivery.
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Monitor customer satisfaction, call handling, scheduling performance and operational productivity, using performance data to drive continuous improvement.
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Manage staffing levels, workforce planning and shift patterns to meet service demand.
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Identify training and development needs, supporting the ongoing growth and performance of the team.
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Drive service improvements through the implementation of new processes, systems and technologies.
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Produce regular performance reports and contribute to operational and strategic planning.
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Ensure compliance with relevant legislation, health and safety requirements, GDPR and safeguarding policies.
To be successful in this role, you will have:
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Previous experience managing a customer service or contact centre within social housing, repairs, property services or a similar customer-focused environment.
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Experience supporting repairs scheduling, workforce planning or operational coordination.
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Strong knowledge of responsive repairs and maintenance service delivery.
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Experience using CRM, repairs management or scheduling systems.
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Proven leadership experience with the ability to motivate, coach and develop high-performing teams.
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Excellent communication and stakeholder management skills.
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Strong analytical skills with the ability to interpret service data and implement improvements.
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A customer-first approach with a focus on delivering high-quality outcomes.
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Salary up to £43,000
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25 days annual leave plus bank holidays
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Company pension
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Life assurance
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Employee wellbeing and counselling support
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Retail and lifestyle discounts
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Enhanced family leave
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Career development and progression opportunities
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Employee recognition schemes
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Occupational sick pay
If you're an experienced Customer Service Manager looking to join a growing organisation within the social housing sector, we'd love to hear from you.
#BRAD
