Repairs Office and Customer Services Manager

at  Reading Borough Council

Job description
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.

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