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Business Excellence Manager

  • Location

    London

  • Sector:

    Housing, Surveying & Construction Management

  • Job type:

    Permanent

  • Salary:

    £75k - 85k per year + car / allowance + benefits

  • Contact:

    Jonny Barltrop

  • Contact email:

    Jonny.barltrop@buildrec.com

  • Contact phone:

    07961790230

  • Job ref:

    24484

  • Published:

    16 days ago

  • Expiry date:

    2022-12-15

Business Excellence Manager

Social Housing Repairs & Maintenance

South of England

Hybrid / Remote working

Salary £75-85k + car / allowance and benefits 

 

We are looking for a Business Excellence Manager on behalf of a highly reputable maintenance services provicer. The role will be part of the senior management team and report to director level with responsibility for a large flagship contract delivering maintenance services throughout the South of England

This role requires relevant experience in managing a complex repairs service covering central functions of planning, administration, data analysis and performance improvement functions working closely with regional operational leads to deliver a first in class service

The role includes key accountabilities of;
• Responsible for the delivery of a high quality, commercially focussed repairs service, focused on business outcomes and solutions and the engagement of customers and staff
• Develop tailored strategies for the business to actively support and drive forward business objectives. This is done through close working relationships and credibility
• Driving Customer Experience through the delivery of effective customer service training
• Responsible for the management of communications and effective resolution of customer complaints
• Accountable for the productivity and cost effectiveness of the Repairs Scheduling Centre, designing, implementing and constantly improving operational processes to achieve business objectives
• Responsible for the quality of the calls taken in the Repairs Contract Centre
• Ensure contact centre operational requirements are met and maintained within budget and on time, developing and managing an effective repairs, diagnosis, appointments and ordering service
• Build and develop performance reports for statistical analysis to be used for daily, monthly and annual strategic operations and development management
• Owning the recruitment, induction, training and development of team members to provide initial and on-going support furthering continuous improvement and enabling the workforce to excel in their roles

The role will best suit someone who has experience managing large planning teams, complaints officers and call centre staff. The successful candidate needs to have empathy and understanding towards customers whilst also being commercially aware and business minded.

On offer is a highly competitive package, car or allowance and additonal benefits such as pension and healthcare

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.