Customer Service Manager
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About the Role
Customer Service Manager - Social Housing Repairs & Maintenance
Based near Surbiton
Full-Time, permanent
Salary: £40,000 - £48,000 DOE
We are currently working in partnership with a leading contractor within the Social Housing sector to recruit an experienced and customer-focused Customer Service Manager to join their growing team located near Surbiton.
This is an excellent opportunity for an experienced service delivery professional to lead a busy Customer Service function within a fast-paced repairs and maintenance environment. The successful candidate will play a key role in driving customer satisfaction, operational efficiency, and service excellence across responsive repairs and maintenance services.
As the Customer Service Manager, you will oversee the day-to-day management of the Customer Service Centre, ensuring residents receive a high-quality and responsive service across multiple communication channels. You will also support planning and scheduling functions to ensure repairs and maintenance services are effectively coordinated and delivered in line with service standards and KPIs.
This role would suit somebody with strong leadership experience within Social Housing, Facilities Management, or a similar service-led environment.
Key Responsibilities:
- Lead, motivate, and develop the Customer Service Team to deliver exceptional customer service
- Oversee customer contact operations, ensuring enquiries, service requests, and complaints are resolved efficiently
- Support repairs scheduling, workforce planning, and logistical coordination across responsive maintenance services
- Monitor operational performance, customer satisfaction, and service delivery metrics
- Act as an escalation point for complex customer issues and complaint resolution
- Work collaboratively with operational teams, planners, contractors, and stakeholders to ensure seamless service delivery
- Drive continuous improvement initiatives, implementing new processes and systems where required
- Produce regular operational and performance reports for senior management
Key Criteria:
- Previous experience managing a customer service or contact centre function within Social Housing, Repairs & Maintenance, or Facilities Management
- Experience overseeing planning, scheduling, or resource coordination for a mobile workforce
- Strong understanding of repairs and maintenance service delivery
- Proven leadership and people management experience
- Experience using CRM systems, scheduling platforms, and repairs management software
- Excellent communication, organisational, and problem-solving skills
- Ability to analyse performance data and implement service improvements
- Strong stakeholder management and relationship-building skills
What's on Offer:
- Excellent career progression and development opportunities
- Competitive salary and benefits package
- 25 days holiday plus bank holidays
- Enhanced company benefits and wellbeing support
- Opportunity to join a growing and forward-thinking organisation within the Social Housing sector
This is an excellent opportunity for somebody looking to further their career with a highly reputable and expanding contractor delivering essential services within Social Housing.
