Housing Repairs Call Centre Team Manager

Back to search Housing Repairs Call Centre Team Manager

Closing Date: 08/11/2026

Post Number: ED010159P

Category

Housing & Planning

Contract Type

Permanent

Salary

£45,529.00 to £53,051.00 per annum

Location

Honiton

Role Summary & Benefits

Team East Devon – more than just a job

At East Devon, we’re proud to do things differently. Our Housing Service is made up of skilled professionals from diverse backgrounds who bring energy and expertise to their roles every day. We’re united by one goal: delivering for our residents.

Our Property & Assets team is responsible for keeping approximately 4,200 council homes safe, secure and well maintained. The Repairs Customer Service Centre is central to this work, handling around 18,000 repairs calls each year and helping customers get the right response as quickly as possible.

As Housing Repairs Call Centre Team Manager, you will lead, motivate and develop our Repairs Customer Service Agents. You will oversee accurate repairs triage, surveyor bookings, contractor referrals and proactive updates to customers, while managing demand across phone, face-to-face and other contact channels. Using performance data and customer feedback, you will improve response times, service quality and customer satisfaction.

You will work closely with surveyors, contractors and housing colleagues to provide a joined-up service. You will maintain clear call-handling and escalation procedures, support the introduction of new technology, plan resources for busy periods and provide senior managers with useful insight on performance, trends and improvement opportunities.

 

Click on the link to find out more about Working at East Devon District Council

Key Responsibilities

About you You are an experienced call centre, contact centre or customer service team manager who knows how to bring out the best in people and deliver a responsive, high-performing service. You can balance customer needs, cost, performance and risk, remain calm under pressure and make sound decisions. You communicate clearly, use data to improve results and are confident working across teams to resolve sensitive or complex issues. Experience of housing repairs is welcome but not essential if you can demonstrate strong operational leadership, customer focus and the ability to learn quickly. You will need a good general education and a Level 4 housing-related qualification, or be willing to work towards one. A driving licence and access to a car are required because occasional travel may be needed; reasonable adjustments may be possible under the Equality Act. Back to search Apply Now