Reading (On-Site)
Permanent, Full time
No DBS check required
£36,648 - £41,418
37.00
We're seeking a dynamic individual to step into the role of Repairs Office & Customer Services Manager within our Reactive Repairs Team. The ideal candidate will play a key role in ensuring the smooth delivery of daily repair services and supporting the management of our housing stock.
About the role
As the Repairs Office & Customer Services Manager, you'll spearhead the coordination and management of our Reactive Repairs Team. Your primary responsibilities will include overseeing the day-to-day repair services, optimising customer service experiences, and providing invaluable support to focus on a right first-time approach from call capture to allocation and job completion.
Managing a team of technical support officers in the Repairs Team back office for the Housing Building Maintenance Service. You will contribute to ensuring that a cost-effective, high quality, responsive and client orientated customer service is delivered, reducing the likelihood of avoidable contact.
Main duties include:
- Manage and lead 6-9 Technical Support Officers, ensuring smooth operations and high-quality service delivery.
- Uphold and enhance customer service standards, resolving escalated issues, and maintaining strong client relationships.
- Support to 60 multi trade operatives on site and provide support to our sub-contractor base
- Coordinate repair activities, scheduling, and allocation of resources to meet service level agreements and customer expectations
- Support office cover and end of day lone working rota
- Hold team meetings, staff 121s and appraisals
- Take ownership of all outstanding works orders
You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place. Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:
Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading
Drive Efficiency - create an environment in which resources are used efficiently and employees’ skills are developed and used effectively
Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential
Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity
About you
- Significant experience in a managerial role in an office environment
- Demonstratable experience in managing a team including conflict resolution, team motivation and training
- Confident introducing and implementing policy and procedure
- Proficient with using a scheduling system and other housing related systems
- Strong organizational skills with the ability to prioritize tasks and manage diverse responsibilities effectively
- Excellent communication and interpersonal abilities to liaise with team members, clients, and stakeholders.
- Adept at problem-solving and decision-making in a fast-paced, customer-centric environment.
- Familiarity with repair operations and contract management is advantageous
Our offer
We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.
A competitive salary alongside a range of benefits including:
- Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 33 days after 10 years' service, with the option to buy additional leave
- A wide range of flexible working opportunities
- Modern working environment at Bennet Road
- Local Government Pension Scheme (LGPS)
- Life Assurance - three times your annual salary (for members of the LGPS)
- Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
- Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax
To arrange a confidential discussion on this position please contact the hiring manager Sean Donaghue sean.donaghue@reading.gov.uk
Closing Date: 6th October 2024
Interview Date: TBC
Please note that the closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and return your application as soon as possible
We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.