Customer Service and Planning Manager

As the Scheduling and Planning Manager within our Repairs and Maintenance team, you'll be at the helm of our regional planning, scheduling, and administrative support teams based in our Durham office. You'll play a crucial role in enhancing service quality and boosting performance to ensure we provide our customer promise with reliable, consistent service, fulfilling our commitment to them.

While most of your work will be office-based, occasional travel will be required to collaborate with peers in Cumbria. Naturally, all travel expenses and accommodation for these visits will be covered.

Typical day as Customer Service and Planning Manager

• Using technology, processes and collaborative ways of working to maximise output and realise efficiencies. You'll forecast demand and plan resources effectively using dynamic resource scheduling (DRS).


• Driving repairs and maintenance performance by ensuring we have the right resources at the right time, effectively managing internal trades, contractors and suppliers and achieving positive customer satisfaction scores.


• Working intuitively collaboratively with our Customer Service Centre to ensure we are maximising customer service and joined up ways of working across our services.


• Leading our customer service and planning teams to identify opportunities for continuous improvement, driving efficiencies and improvements for both our trade teams and customers, achieving key performance indicators.


• Ongoing training and coaching for trade colleagues in using the handheld mobile system to ensure that they work correctly and efficiently and effectively.


• Leadership and people management of wider team of circa 20 including Senior Schedulers, Schedulers and administrators


Imagine ending each day knowing you've made a positive impact on our customers' lives. You can do that here, working for one of the top ten Great Places to Work in the UK!


• Experience of workforce management and using workforce planning systems (such as Dynamic Resource Scheduling (DRS)) to forecast demand and plan resources, delivering services at the right time and cost.


• Knowledge of trade activities and sequencing across responsive and voids, planned and cyclical work programmes.


• An experienced people manager with the ability to lead high performing teams in a customer service environment, making it a great place to work.


• Analytical and experience of driving continuous improvements, working collaboratively with others.


• You are comfortable managing data and reporting, clearly identifying key metrics and collaborating with colleagues to present insights that inform business decisions.


• It would be great if you've got experience of enhancing in house systems for optimal use.


Due to limits on our current certificates of sponsorship, we are not able to offer sponsorship to external candidates for this role. This remains under regular review.

Our team

Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You'll join our team, who come from different walks of life and are here to support you as you make yourself at Home., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.


• You'll manage your own diary, so if you need to start late for an appointment, you can use your flexi time to do that!


• This a hybrid role which is based in our Durham office with a minimum of 2 days a week in the office, however, you may also need to spend time with the wider Home Group teams.


• Able to use technology for workforce management and demand planning, managing budgets and collaborating with other colleagues.


A place where you belong

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work!

Hybrid role working from our offices in Durham minimum 2 days per week

12-month fixed term contract, full time (37.5 hpw)

Salary circa: £43,000 per annum based on skills and experience, with great benefits including Health Cash Plan

Home, a place where you belong

Join our award-winning Home Group Repairs and Maintenance Service! We serve customers across the Northeast and Cumbria.,
• 34 days leave (including bank holidays and a me day to take off for whatever you fancy) increasing to 39 days. You can also buy 5 more and take time off for volunteering too!


• Health cash plan saving you from £1140 per annum. We'll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.


• Over 800 high street discounts on groceries, holidays and days out.


• Generous pension scheme with life insurance of 3x salary


• We Grow Our Own colleagues (not literally of course!), when you're ready for the next step in your career, you can grow with us!


• Explore our benefits in detail on our website.