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.