Repairs Scheduling Manager

4Recruitment Services Ltd; Stevenage; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Job summary

4Recruitment Services Ltd in Stevenage is seeking an experienced Repairs Scheduling Manager to lead and support a team of about 60 Repair Planners, ensuring efficient scheduling of repairs and delivering an exceptional customer experience.

You will help design the ideal booking process, establish a centre of excellence for repairs, coordinate with the Contact Centre, digital teams and field staff, and drive consistent, high‑quality service across regions.

Qualifications

• Experience working in a Repairs scheduling environment managing resource planning teams.
• Excellent interpersonal and communication skills, with collaborative working ability.
• Experience using a dynamic scheduling system to support efficient, customer‑focused repairs.
• Influential and supportive of colleagues to implement change and service improvements.

Responsibilities

• Lead and develop the skills of the Repair Planning team to ensure consistency across regions.
• Collaborate with Contact Centre, Digital, Out of Hours, and field teams to optimise booking processes.
• Ensure clear and timely customer communication throughout the repair process.
• Coordinate with regional/area colleagues to optimise available field resources.
• Provide feedback to enhance customer experience while driving operational efficiencies.

Skills

Interpersonal and communication skills

Team motivation

Adaptability and collaboration

Leadership of scheduling teams

Tools

Dynamic scheduling system

Job description

Our local authority client based in Stevenage are urgently seeking an experienced Repairs Scheduling Manager.

£28.30 an hour PAYE

Hybrid working

Main purpose of the role

To lead and support the growth and performance of a team of approximately 60 Repair Planners, including Team Leaders and Planners, by creating an environment that ensures the effective and efficient scheduling of repair bookings to deliver an exceptional customer experience.

To contribute to designing the 'ideal repair booking experience' by establishing a centre of excellence for managing repair bookings, ensuring accurate diagnosis, timely customer communication and resolution.

Key Accountabilities

• Lead and develop the skills and capabilities of the Repair Planning & Scheduling teams ensuring a consistent way of working across all Regions.
• Work collaboratively with colleagues raising new repairs in the Contact Centre, other booking teams (including Digital), Out of Hours provider and field-based teams to ensure a consistent and efficient booking process which enables an operative with the right skills and capabilities is sent to our customer's home to resolve the repair.
• Ensure customers receive clear and timely communication throughout the entire repair process, from booking to resolution, to deliver a seamless and positive customer experience.
• Work collaboratively with Regional and Area colleagues to ensure that available field-based resources are optimized to achieve customer and operational performance standards.
• Collaborate with the Contact Centre, other booking teams (including Digital), Out of Hours provider, and field-based teams to provide actionable feedback to enhance the customer experience throughout the repair process while driving operational efficiencies.

Essential Experience

• Experience working in a Repairs scheduling environment managing resource planning teams.
• Excellent interpersonal and communication skills, with an aptitude for collaborative working and the ability to motivate all members of the team.
• Experience in using a dynamic scheduling system to support the delivery of an efficient, customer focused repairs service.
• Influential and supportive of colleagues to implement change and service improvements through self-delivery and empowerment of staff.