Repairs Scheduling Manager - National

Reed Specialist Recruitment; Stevenage; On-site; GBP 41,000 - 58,000; Full time

Job summary

Reed Specialist Recruitment is seeking a Repairs Scheduling Manager to lead and support a team of around 60 Repair Planners, including Team Leaders and Planners, in Stevenage. This pivotal role drives the effective scheduling of repair bookings to deliver an outstanding customer experience.

You will oversee scheduling, collaborate with the Contact Centre, Digital and field teams, and optimise resources to meet customer and operational standards.

Qualifications

• Experience managing resource planning teams in a repairs scheduling environment.
• Excellent interpersonal and communication skills with collaborative mindset.
• Experience using a dynamic scheduling system to deliver an efficient, customer-focused service.
• Influential and supportive of colleagues to implement change and service improvements.
• Strong leadership delivering results through first line leaders.
• Hands-on leadership with coaching to develop others.
• Proven track record of improving performance across a balanced scorecard.
• Strong coaching and performance management capabilities.

Responsibilities

• Lead and develop the Repair Planning & Scheduling teams to ensure consistency across regions.
• Collaborate with Contact Centre, other booking teams, OOH provider and field teams.
• Ensure customers receive clear, timely communication throughout the repair process.
• Collaborate to optimize field resources to meet customer and operational standards.
• Provide actionable feedback to improve customer experience and drive efficiencies.
• Define the Ideal Repair Booking Experience with senior stakeholders.

Skills

Leadership

Resource planning

Communication

Scheduling systems

Change management

Coaching

Performance management

Team development

Tools

Excel

PowerPoint

Word

Outlook

Job description

We are exclusively recruiting for a Repairs Scheduling Manager to lead and support the growth and performance of a team of approximately 60 Repair Planners, including Team Leaders and Planners. This role is crucial in creating an environment that ensures the effective and efficient scheduling of repair bookings to deliver an exceptional customer experience.

Contract details:

• Job Type: Temporary (Contract until March 2027) plans to move 12 month FTC


• Location: Stevenage


• Hourly Rate: £36 per hour (Umbrella)

Day-to-day of the role:

• 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 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.


• Ensure customers receive clear and timely communication throughout the entire repair process, from booking to resolution.


• Collaborate with Regional and Area colleagues to optimize available field-based resources to achieve customer and operational performance standards.


• Provide actionable feedback to enhance the customer experience throughout the repair process while driving operational efficiencies.


• Define the 'Ideal Repair Booking Experience' in collaboration with the Head of Contact Centres and teams across Repairs and Business Change.

Required Skills & Qualifications:

• 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.


• Strong leadership skills with demonstrable experience of leading and delivering results through first line leaders.


• 'Hands on', leads by example and delights in supporting others to improve and grow.


• Substantial experience of delivering and improving performance across a balanced scorecard.


• Strong coaching and performance management skills.

Desirable:

• Experience managing Team Leaders as well as Planners/Agents, designing new, colleague and customer-centric ways of working, strong computer literacy including Excel, PowerPoint, Word & Outlook.