Housing Repairs Customer Service Manager

Housing Repairs Customer Service Manager 150 150 TCLRec
Housing Repairs Customer Service Manager
Honiton, Devon
Interim Position

E Devon 5245022

Posted: 12th February 2024 08:45
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  • Pay Rate:

    £28.00 per hour PAYE

  • Hours per Week:

    37 Monday – Friday, normal working hours

  • This opening assignment is for 5-6 months

  • Honiton, Devon,

    EX14 1EJ

What's involved with this role:

Interim Housing Repairs Customer Service Manager

Job Ref: E Devon 5245022

Pay Rate: £28.00 per hour PAYE

Hours per week: 37 Monday – Friday, normal working hours

Role Length: This opening assignment is for 5-6 months

City: Honiton, Devon

Office based

Basic DBS disclosure required for this role

The purpose of the role is to manage the day-to-day operational functions of the busy Housing Repairs call centre service, working closely with the housing repairs team to effectively and efficiently answer calls within agreed response times, accurately entering repairs onto the One Housing System and liaising with Void & Responsive Repairs colleagues and contract management colleagues and contractors to ensure repairs are logged and actioned in accordance with agreed standards and timeframes.

To work as part of the Housing management team to support the work and objectives of the housing service, building strong professional relationships to deliver an excellent tenant experience.   Ensure efficient processes and delivery of administrative processes, systems, business data, including contractor and tenant information. Look for continuous service improvements with a solution focused approach.

Key Responsibilities:

  • Provide day to day management of the Housing Repairs Advisors to ensure high performance of the team through effective management and achieving agreed targets.
  • Ensure an excellent customer service is delivered for customers of the Housing service and look for way to involve tenants through implementing the Resident Involvement Strategy and related initiatives to gather feedback and evaluate the service, with a view to continuous service improvement.
  • Carefully plan the work of the housing repairs team to ensure sufficient cover is provided across call centre opening times. Ensure that leave is planned well in advance and that absences are effectively managed to ensure that disruption to effective delivery of the service is minimised.
  • Provide accurate management information on service performance including KPIs and compliance data to management as required.
  • Work closely with the Voids & Responsive Repairs Service Manager to ensure an effective service is maintained across the Housing Repairs and Voids & Responsive Repairs service, ensure good relations are maintained with colleagues at all times.
  • Provide accurate and timely financial and performance management information for consideration by directors, service managers, contractors and partners.
  • Assist in developing a suite of relevant policies and processes which enable efficiencies, and using a system thinking approach to minimise duplication and aim to streamline services to achieve improved performance.
  • Constantly appraise regulatory, innovation and good practice developments across the sector to enhance service provision.
  • Undertake high quality research into best practise, including benchmarking, in terms of quality and cost ensuring value for money is obtained.
  • Support the delivery of an efficient complaints management service to achieve effective responses within agreed timescales and policy.
  • Ensure that processes are in place to manage invoices and that these are processed and paid within agreed timescales. Manage other administrative functions effectively and ensure that tasks are allocated and delivered appropriately.


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:



  1. Good all-round education to GCSE level including Maths and English (or equivalent or proven relevant training/experience).


Skills & Experience:

  1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  2. Previous experience of managing busy teams to achieve good performance and deliver an effective customer service experience.
  3. Evidence of practical experience in a front facing customer service role.
  4. Experience of call centre environment and telephony.
  5. Previous call centre experience and/or working in a high-performance call centre environment.
  6. Ability to work on own initiative as well as part of a team.
  7. Accuracy and attention to detail, particularly when working with multiple priorities.
  8. Well-developed interpersonal skills, including verbal and listening.
  9. Excellent communication skills, at all levels.
  10. Ability to interpret complex information and produce effective reports to enable efficient delivery of our repairs contract.
  11. Ability to handle difficult situations involving angry or aggressive customers with tact and diplomacy.
  12. Knowledge of Housing services and/ or experience of working in the social housing sector.
  13. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: E Devon 5245022
Housing Repairs Customer Service Manager
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: E Devon 5245022
Housing Repairs Customer Service Manager
Client Category: Local Authority

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