Job Description

About Us

We are a thriving and successful organisation with a proven track record as Social Housing Experts in Property Services. Our operations are structured around three core divisions: Mechanical, Electrical, and Property Services. We pride ourselves on delivering high-quality service and support to our clients across the social housing sector.

Role Overview

We are seeking an experienced, organised, and people-focused Contract Support Manager to lead our team of Contract Support Officers (CSOs). In this vital role, you will be responsible for ensuring the effective management of appointment scheduling processes, driving team performance, enhancing the client experience, and supporting continuous service improvements.

Key Responsibilities

Ensure Contract Support team are scheduling/planning effectively in line with company expectations Lead, support, and manage the daily operations of the Contract Support Officer team. Monitor and maintain high standards of customer service and appointment scheduling performance. Provide coaching, training, and performance management to team members, ensuring professional development and adherence to KPIs. Act as a point of escalation for complex client queries or complaints, ensuring timely and effective resolution. Identify inefficiencies or service delivery gaps and drive continuous improvement initiatives across the team. Oversee adherence to company policies, confidentiality standards, and data protection regulations. Ensure business continuity by developing contingency plans and providing cover/support in times of high demand or staff absence.

Experience & Skills

Essential:

Proven experience managing a customer service or contact centre team. Strong leadership and people management skills.2 Excellent communication skills, both verbal and written. Experience in appointment scheduling, planning, or coordination. Strong problem-solving ability with a customer-first mindset. Highly organised, with attention to detail and the ability to manage multiple priorities. Proficient in Microsoft Office and CRM or scheduling systems.

Desirable:

Background in social housing, property maintenance, or facilities management. Experience with field service or workforce management software. Familiarity with KPIs in customer service/contact Centre settings.

Other Requirements:

A full UK driving license and access to a vehicle (due to office location with no public transport access)
Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Additional leave Company car Company events Company pension Employee discount Free parking On-site gym
Work Location: In person

Reference ID: LEADSCH