Repairs Customer Service Manager

Hackney, London (Greater)
£58,257 - £59,295 per annum
07 Jan 2019
27 Jan 2019
Full Time
Organisation Type
Local authority

Housing is a top priority for Hackney. Ensuring that we deliver a high quality, customer focussed repairs service across our 30,000 homes is paramount. We have recently remodelled our repairs service to match our aspirations and are now looking for senior managers who can take us on the next stage of our improvement journey.

As Repairs Customer Services Manager, you will develop and improve all aspects of the repairs customer experience. You will provide strategic and operational leadership to a range of services including the repairs contact centre, complaints and case management, and legal disrepair teams. 

We need someone who appreciates the importance of customer focus. You will demand excellent standards and quality from staff, contractors and our Building Maintenance DLO, working collaboratively to improve our overall performance. You should have a passion for good practice and innovation, and be committed to ensuring that our performance exceeds expectations.

To excel in this position, you will bring substantial experience of driving effective service improvement, including ICT, within a housing repairs service. You will need to demonstrate the agile leadership and vision needed to deliver a high performing service. You must be able to work effectively within the context of Hackney Council’s wider strategic objectives and have the ability to lead and adapt to change.

We need someone with excellent communication and relationship building skills, with a strong commitment to resident engagement. Your track record will show you can motivate multi-disciplinary teams, find creative ways of tackling problems and successfully promote cultural change.

Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work.  We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best.  We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.

For more information about this exciting role and to apply, please visit For an informal discussion, please contact Steve Platt, Head of Building Maintenance and Estate Environment on 020 8356 6899.

Alternatively, please click on the "Apply" button at the end of the page. 

Closing Date: 27 January 2019, (22:59pm)

Interview date: 6 February 2019

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

Similar jobs

Similar jobs