Repairs Support Manager

Trent & Dove; Burton upon Trent; On-site; GBP 55,000 - 70,000; Full time

Job summary

Trent & Dove in Burton upon Trent is seeking a Repairs Support Team Lead to drive planning, scheduling and commercial administration for a responsive repairs and voids service. You will maximise workforce productivity via diary management, resource planning and coordination of operatives and subcontractors, ensuring cost-effective delivery.

The role provides commercial assurance, oversees complaints handling and customer feedback, and links operations, finance and service delivery to drive

Qualifications

• Experience managing scheduling, planning or workforce deployment functions within repairs/maintenance/construction.
• Experience in performance management and KPI reporting.
• Experience handling customer complaints and service recovery.
• Experience working with direct labour and subcontractor delivery models.
• Strong leadership and people management skills.
• Strong commercial and financial awareness.
• Excellent analytical and reporting capability.
• Strong communication and stakeholder management.

Responsibilities

• Lead and develop the Repairs Support Team to ensure efficient planning, scheduling, commercial administration and customer support.
• Maximise workforce productivity through diary management, resource planning and scheduling across operatives and contractors.
• Provide commercial assurance across repairs activities with accurate job costing and financial controls.
• Oversee complaints and customer feedback handling, ensuring timely investigations and service improvements.
• Act as a link between operations, commercial management and customer experience.

Skills

Scheduling

Workforce deployment

Performance management

Customer complaints

Direct labour management

Leadership

Commercial awareness

Analytical reporting

Stakeholder management

Travel ability

Education

Relevant professional qualification

Job description

We have an exciting opportunity to lead and develop the Repairs Support Team, ensuring the efficient planning, scheduling, commercial administration and customer support functions that underpin the delivery of a high-performing responsive repairs and voids service.

The postholder will be responsible for maximising workforce productivity through effective management of trade diaries, resource planning and scheduling processes across directly employed operatives and external contractors.

The role will provide commercial assurance across all repairs activities, ensuring accurate job costing, robust financial controls and effective validation of subcontractor and materials expenditure.

The postholder will provide oversight and support to the complaints and customer feedback function, ensuring complaints are investigated and managed within policy timescales, learning is embedded into service delivery and customer satisfaction is proactively improved through insight-led service enhancements.

The role acts as a key link between operational delivery, commercial management and customer experience, providing assurance that repairs services are delivered efficiently, cost effectively and in line with organisational objectives.

Essential experience required for the role:

• Relevant professional qualification or equivalent experience in housing, construction, business administration, commercial management or operational management.
• Experience managing scheduling, planning or workforce deployment functions within a repairs, maintenance or construction environment.
• Experience of performance management, service improvement and KPI reporting
• Experience managing customer complaints and service recovery.
• Experience working with directly employed labour and subcontractor delivery models.
• Strong leadership and people management skills.
• Strong commercial and financial awareness.
• Excellent analytical and reporting capability.
• Strong communication and stakeholder management skills.
• Ability to manage competing priorities and operational pressures.
• Full UK Driving Licence with ability to travel between office and operational sites as required.

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