Service Care Solutions Ltd

Customer Response Senior Operations Manager

Job title - Customer Response Senior Operations Manager
Location - Windsor, SL4
Contract - Permanent
Hours - Full time 37 hours per week
Salary - £60,000 - £65,000 per annum
Start Date - ASAP

The Role Summary
To be accountable for the delivery of all day to day property repairs and larger more complex repairs across housing stock within a budget portfolio.

Embedding a customer obsessed culture, focussing on performance and value for money.

Contributing to the Homecare strategy, identifying opportunities for growth and improvement.

Your key duties within the role will include:

  • To have complete accountability and control for an annual budget of circa £9m.

    Working with the FBP and Homecare Directors on the forecasting and reconciliation of the budgets/ trading accounts of the customer response work stream

  • Effectively manage the delivery of the responsive repairs within your designated geographic area, ensuring our operational performance criteria are met and exceeded.

  • To lead and develop a high performing customer obsessed culture - delivering the company vision and targets for customer satisfaction.

  • Analysing reports relating to customer feedback acting as an escalation point for the management and resolution of complex complaints ensuring customer satisfaction.

  • Ensure compliance with all current safety and property legislation, regulatory requirements, policies, best practice and relevant guidance and training.

    Remaining up to date with any changes and incorporating these into Homecare procedures and processes.

  • Lead on a collaborative working style with all stakeholders to build strong relationships within Homecare and across all other directorates and resident panels.

  • Expertly optimise trade-staff to meet service requirements across the area, ensuring the balance, efficiency and effectiveness of the team is regularly reviewed against productivity targets.

    Driving upwards performance reporting against KPIs

  • End to end ownership of works delivered by contractors, ensuring compliance to requirements.

    Including performance and financial targets.

  • Ensure the effective running of the out of hours service, acting as a point of escalation as required, participating on a rota basis.


  • Demonstrable experience of working in a similar leadership capacity

  • Higher level qualification in a construction related field

  • H&S qualification (IOSH 5 day or NEBOSH construction certificate)

  • Demonstrable Significant management level experience with budgetary responsibilities and management.

  • Experience of managing a diverse mobile workforce across a large geographical area to deliver a high-volume value for money repairs service

  • Good commercial awareness and ability to utilise system data to support effective decision making

  • IT Literate with experience of repair management systems, the application of job management and diary planning for a significant size workforce

  • Proven experience analysing and diagnosing complex problems and implementing effective solutions, supporting continuous improvement

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to

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