Repairs Scheduling Manager - National

We are exclusively recruiting for a Repairs Scheduling Manager to lead and support the growth and performance of a team of approximately 60 Repair Planners, including Team Leaders and Planners. This role is crucial in creating an environment that ensures the effective and efficient scheduling of repair bookings to deliver an exceptional customer experience.

• Job Type: Temporary (Contract until March 2027) plans to move 12 month FTC
• Location:
  
  Stevenage
• Hourly Rate: £36 per hour (Umbrella)

• Lead and develop the skills and capabilities of the Repair Planning & Scheduling teams ensuring a consistent way of working across all regions.
• Work collaboratively with colleagues in the Contact Centre, other booking teams (including Digital), Out of Hours provider, and field-based teams to ensure a consistent and efficient booking process.
• Ensure customers receive clear and timely communication throughout the entire repair process, from booking to resolution.
• Collaborate with Regional and Area colleagues to optimize available field-based resources to achieve customer and operational performance standards.
• Provide actionable feedback to enhance the customer experience throughout the repair process while driving operational efficiencies.
• Define the 'Ideal Repair Booking Experience' in collaboration with the Head of Contact Centres and teams across Repairs and Business Change.

• Experience working in a Repairs scheduling environment managing resource planning teams.
• Excellent interpersonal and communication skills, with an aptitude for collaborative working and the ability to motivate all members of the team.
• Experience in using a dynamic scheduling system to support the delivery of an efficient, customer-focused repairs service.
• Influential and supportive of colleagues to implement change and service improvements through self-delivery and empowerment of staff.
• Strong leadership skills with demonstrable experience of leading and delivering results through first line leaders.
• 'Hands on', leads by example and delights in supporting others to improve and grow.
• Substantial experience of delivering and improving performance across a balanced scorecard.
• Strong coaching and performance management skills.

• Experience managing Team Leaders as well as Planners/Agents, designing new, colleague and customer-centric ways of working, strong computer literacy including Excel, PowerPoint, Word & Outlook.