Scheduling Team Lead (Internal)

Axis CLC Group; London Borough of Newham; Vor Ort; GBP 31.000 - 37.000; Vollzeit

Benefits dieser Stelle

Volunteer day

Training & progression

25 days annual leave

Zusammenfassung

Axis CLC Group is seeking a Scheduling Administrator to manage the day-to-day scheduling and administration of reactive and planned repairs, ensuring KPI performance targets and high customer service standards are consistently met.

You will coordinate resources, confirm appointments, handle resident queries, produce reports, and collaborate with colleagues to improve operations while upholding policies and a supportive team culture.

Qualifikationen

• Call centre experience or environment preferred.
• Maintenance/ repairs background beneficial.
• Excellent telephone manner and communication skills required.
• Strong customer-service focus and problem-solving abilities.
• Ability to identify customers' needs and prioritise issues under tight deadlines.

Aufgaben

• Manage day-to-day scheduling/administration of reactive and/or planned repairs to meet KPI targets.
• Ensure all jobs and appointments are recorded and KPI performance is tracked weekly.
• Audit performance and escalate issues; prepare and review reports.
• Provide customer service to residents and customers; handle queries and rearrange appointments.
• Collaborate with other departments and attend meetings to deliver service updates and drive improvements.
• Support people management tasks where required and uphold sustainability and safety policies.

Kenntnisse

Call centre environment

Maintenance/ repairs background

Excellent Telephone Manner

Customer Service focused

Excellent Communication skills

Ability to identify problems

Ability to prioritise issues

Meet tight deadlines

Work under pressure

Attention to detail

Team player

People Management

Jobbeschreibung

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.