Customer Service Manager

Build Recruitment • Permanent • Slough, Slough, England, United Kingdom • £42k - £43k / year • 5d ago

Customer Service Manager – Social Housing Repairs

Location: Slough
Salary: Up to £43,000 per annum
Job Type: Permanent Full Time

The Opportunity

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.

Key Responsibilities

Lead, motivate and develop the Customer Service team to deliver outstanding customer service.
Ensure all customer enquiries, repair requests and complaints are handled professionally and within agreed service levels.
Oversee the day-to-day operation of the Customer Service Centre, ensuring performance targets and KPIs are consistently achieved.
Support repairs planning activities, including scheduling, resource allocation and coordination of responsive maintenance works.
Act as the escalation point for complex customer issues, ensuring timely and satisfactory resolutions.
Work collaboratively with planners, supervisors, operatives and contractors to maximise appointment availability and improve service delivery.
Monitor customer satisfaction, call handling, scheduling performance and operational productivity, using performance data to drive continuous improvement.
Manage staffing levels, workforce planning and shift patterns to meet service demand.
Identify training and development needs, supporting the ongoing growth and performance of the team.
Drive service improvements through the implementation of new processes, systems and technologies.
Produce regular performance reports and contribute to operational and strategic planning.
Ensure compliance with relevant legislation, health and safety requirements, GDPR and safeguarding policies.

About You

To be successful in this role, you will have:

Previous experience managing a customer service or contact centre within social housing, repairs, property services or a similar customer-focused environment.
Experience supporting repairs scheduling, workforce planning or operational coordination.
Strong knowledge of responsive repairs and maintenance service delivery.
Experience using CRM, repairs management or scheduling systems.
Proven leadership experience with the ability to motivate, coach and develop high-performing teams.
Excellent communication and stakeholder management skills.
Strong analytical skills with the ability to interpret service data and implement improvements.
A customer-first approach with a focus on delivering high-quality outcomes.

What's on Offer

Salary up to £43,000
25 days annual leave plus bank holidays
Company pension
Life assurance
Employee wellbeing and counselling support
Retail and lifestyle discounts
Enhanced family leave
Career development and progression opportunities
Employee recognition schemes
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.

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