Repairs Support Manager

Trent & Dove Housing; East Staffordshire; On-site; GBP 52,000 - 72,000; Full time

Job summary

Trent & Dove Housing is seeking a senior leader to head the Repairs Support Team, directing planning, scheduling and commercial administration to support a high-performing responsive repairs and voids service.

You will manage diary systems, resource planning across direct employees and external contractors, and ensure robust controls and customer satisfaction through data-driven improvements.

Qualifications

• Experience in scheduling, planning or workforce deployment in repairs, maintenance or construction.
• Experience in performance management, service improvement and KPI reporting.
• Experience managing customer complaints and service recovery.
• Experience with directly employed labour and subcontractor delivery models.
• Full UK Driving Licence with ability to travel between office and operational sites.

Responsibilities

• Lead and develop the Repairs Support Team to plan, schedule and provide customer support for repairs and voids.
• Maximise workforce productivity through trade diaries, resource planning and scheduling with operatives and contractors.
• Provide commercial assurance: job costing, financial controls and subcontractor/material expenditure validation.
• Oversee complaints and customer feedback, ensuring investigations within policy timescales and service improvements.
• Act as link between operations, commercial management and customer experience to ensure cost-effective repairs delivery.

Skills

Scheduling & workforce planning

Performance management

KPI reporting

Customer complaints handling

Leadership & people management

Commercial awareness

Analytical reporting

Stakeholder management

Travel between sites

Communication skills

Education

Relevant professional qualification or equivalent experience

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.

"We thank past applicants for their prior interest, though this search targets new applications for this role"

INDHIGH