Scheduling Team Lead (Internal)

AXIS CLC; London Borough of Newham; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Salary up to £34,000

Long-service awards

Perkbox discounts

1 paid volunteer day per year

Training, support and progression

Inclusive culture with wellbeing and　t

25 days’ annual leave

Job summary

Axis CLC is recruiting for a role focused on day-to-day scheduling and administration of reactive and planned repairs. You will ensure customer service targets are met weekly and analyse KPI performance to implement improvements. The role requires strong communication and a proactive approach in a busy, resident-facing environment.

Based in London, the position offers progression opportunities, a supportive team, and a commitment to wellbeing and continuous improvement within Axis CLC.

Qualifications

• Customer-focused call centre experience in property services is desirable.
• Strong communication and problem-solving skills to manage resident queries.
• Ability to prioritise competing tasks and meet deadlines in a fast-paced environment.

Responsibilities

• Manage day-to-day scheduling/administration of reactive or planned repairs.
• Ensure KPI targets and customer service performance are met weekly.
• Monitor and analyse KPI performance and service failures and implement solutions.
• Audit performance and keep records for auditing purposes.
• Provide customer service to residents and handle queries/appointments.
• Attend meetings and deliver service updates to the team.
• Support people management issues and follow sustainability policies.

Skills

Call centre environment

Maintenance/ repairs background

Excellent Telephone Manner

Customer Service focused

Excellent Communication skills

Problem identification

Identify customers’ needs

Going the extra mile

Prioritising issues

Meeting tight deadlines

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 across the UK. Backed by over 110 years of combined experience and the wider strength of Axis CLC, operating from 23 UK offices and employing more than 2,500 people nationwide, we support housing providers and public sector clients with high-quality maintenance and compliance services that help keep residents safe, properties well maintained and communities supported.

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.