Scheduling Team Lead

Axis CLC; London Borough of Newham; On-site; GBP 20,000 - 34,000; Full time

Benefits offered by this job

Long-service awards

Perkbox discounts

Volunteer day

Training & progression

Inclusive culture

25 days' annual leave + bank holidays

Job summary

Axis CLC Group is seeking a Scheduling Administrator to manage the day-to-day scheduling of reactive and planned repairs in London. You will coordinate appointments, monitor performance, and ensure customer service targets are met.

In a busy call centre environment, you will liaise with residents and colleagues, analyse KPI data, resolve service issues, and support continuous improvement across maintenance operations. Experience in maintenance/ repairs is desirable.

Qualifications

• Call centre environment experience.
• Maintenance/ repairs background.
• Excellent telephone manner.
• Customer service focused.
• Excellent communication skills.
• Ability to identify problems.
• Ability to identify customers’ needs.
• Willing to go the extra mile to deal with a difficult situation.
• Ability to prioritise issues.
• Ability to meet tight deadlines.
• Ability to work under pressure.
• Attention to detail.
• Team player.
• People management.

Responsibilities

• Manage all resource planning activities to ensure maximum efficiency.
• Enable KPIs to be met weekly by ensuring all jobs and appointments are met.
• Check KPI performance weekly and analyse service failures to implement solutions.
• Audit performance weekly and keep logs for auditing purposes.
• Provide customer service to residents and customers.
• Deal with queries from residents and change appointments as needed.
• Arrange appointments for residents.
• Assist with customer satisfaction surveys.
• Attend meetings and deliver service updates to the team.
• Support a positive team spirit within the contract.
• Ensure ID badges are worn and office attire is correct.
• Follow the company’s policies and procedures at all times.
• Cooperate with colleagues from other departments when necessary.
• Assist with people management issues.
• Follow and support sustainability and environmental policies.

Skills

Call centre

Maintenance

Phone etiquette

Customer service

Communication

Problem solving

Need assessment

Resilience

Prioritization

Time management

Working under pressure

Attention to detail

Team player

People management

Job description

Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.

The Role

You will be responsible for managing the day-to-day scheduling/administration of the reactive and or planned repairs service in such a way that the performance customer service targets are continuously met.

Responsibilities

• Manage all resource planning activities to ensure maximum efficiency

• Enable K.P.I’s to be met weekly by ensuring all jobs and appointments are met

• Check K.P.I performance weekly and analyse service failures to implement solutions

• Audit performance weekly and any errors bought to your team’s attention. (These must be kept for monitoring purpose.)

• All reporting sent via business management are inspected and updated by yourself or your team promptly, any errors from this to be kept for auditing purposes above

• Providing customer service to residents and customers

• Dealing with queries from residents, changing appointments

• Arranging appointments for residents

• Assist when required to undertake customer satisfaction surveys

• Attend meetings as requested and deliver service updates to your team at your internal meetings

• Participate in ensuring a positive team spirit within contract

• Making sure ID badges are worn and office attire is correct at all times

• Follow the company’s policies and procedures at all times

• Cooperate with colleagues from other Departments in a timely manner if and when necessary

• Assisting with people management issues

• Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance

About You

• Call centre environment
• Maintenance/ repairs background
• Excellent Telephone Manner
• Customer Service focused
• Excellent Communication skills
• Ability to identify problems
• Ability to identify customers’ needs
• Willing to go the extra mile to deal with a difficult situation
• Ability to prioritise issues
• Ability to meet tight deadlines
• Ability to work under pressure
• Attention to detail
• Team player
• People Management

What We Offer

• Up to £34,000 depending on experience
• Long-service awards recognising key milestones
• Perkbox: discounts on coffee, cinema, travel, wellbeing and more
• 1 paid volunteer day per year
• Training, support and progression - AxisCLC promotes from within
• Inclusive culture with a focus on wellbeing, teamwork and continuous improvement.
• 25 days' annual leave + bank holidays

Why Axis CLC?

Joining Axis CLC means being part of a national organisation that delivers essential services across housing, education, healthcare, defence and commercial property. You'll be joining a team that values reliability, quality and social impact, offering long-term stability, meaningful work and genuine opportunities to grow and progress in your career.

Our Commitment to Inclusion

Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know.