Annual salary: up to £55,000.00

Service Delivery Manager

Ealing

Full Time Permanent

Salary £55,000 per annum,

Hours: 42.5 per week  

Pyramid Plus are joint venture partnership between A2Dominion and Mears Property Services, provides repairs and maintenance, compliance, planned replacements and fire risk assessment works. We successfully complete over 38,000 repairs, 1,000 voids and fit 600 kitchens and bathrooms annually to 23,500 homes. With a wide range of upcoming projects, there are exciting times ahead as we continue to grow!

ROLE PURPOSE

• To be a pivotal member of the senior management team at Pyramid Plus and be responsible for the successful delivery of the planning and customer service function.
• Overall responsibility for the day-to-day management of customer service advisors, planners, overseeing service delivery, monitoring service performance, and ensuring customer satisfaction in line with priorities and Key Performance Indicators.
• Supporting the General Manager, ensuring teams operate to defined standard and deliver best in class customer service whilst satisfying all quality and cost control standards relating to budget, profitability, and resource deployment.
• To create a high performing culture and foster a professional and effective working relationship with the client whilst ensuring a safe and high focused customer service is embedded through a positive team ethos.
• To develop strategies and processes to improve service delivery to customers and the client.
• Management of communication between the client and internal teams to ensure client expectations are met.

Principal accountabilities

Service Delivery

• Monitor and track service levels.
• Ensure compliance with service delivery standards.
• Identify and manage risks associated with service delivery.
• Liaise with the Client to ensure customer satisfaction.
• Implement process improvements to enhance service delivery.

Team Leadership and Development

• Lead, motivate, and manage the performance of the planning and customer service teams through the Planning Managers.
• Conduct regular performance reviews and identify training and development needs.
• Promote a culture of continuous improvement within the team.

Stakeholder and Customer Liaison

• Act as the main point of contact for escalations for the most challenging.
• Engage with residents and tenants on complex matters to ensure their needs are met and service quality is maintained.
• Work closely with housing officers, property managers, and external contractors to coordinate activities and resolve issues.
• Attend client meetings as required and provide reports and statistical data as required.

Budget and Resource Management

• Assist in the preparation and management of budgets related to the planning and customer service function.
• Ensure the effective use of resources to deliver cost-effective services without compromising on quality.

Policy and Procedure Compliance

• Develop and implement policies and procedures for planning and customer service activities.
• Ensure compliance with housing regulations, safeguarding standards, and internal policies.
• Conduct regular audits and reviews of processes to ensure continuous improvement and best practice.

PERSON SPECIFICATION

Essential Qualifications

Management Qualification (Level 4 minimum) or equivalent.

Preferred Qualifications

Educated to degree level.

Essential Experience

Experience of managing people.

Experience of team building through motivating and positive culture working

Proven experience of a planning, scheduling, or administrative management role within the social housing, construction, or facilities management sector.

Experience managing teams and coordinating multiple stakeholders.

Proficiency in scheduling and housing management software (e.g., DRS, Orchard, Northgate).

Knowledge of UK housing regulations, health and safety standards, and repairs compliance.

Preferred Experience

Experience of contract or business management

Experience of delivering commercial and operational targets

Essential Skills & knowledge

Proven track record of managing scheduling / customer service operations.

Experience of complaint handling and resolution.

Knowledge of KPIs/target setting.

Developing and managing individual team members performance to reach clearly set standards.

Ability to understand differing cultures and champion EDI.

Strong organisational and time-management skills.

Excellent communication and interpersonal abilities.

Able to work independently and as part of a team.

Ability to work under pressure and handle conflicting priorities.

Strong IT skills, including MS Office Suite and scheduling software.

Preferred Skills & knowledge

Excellent decision-making skills.

Problem-solving mindset and attention to detail.

Other attributes

Ability to build and maintain strong relationships.

Benefits we can offer you.

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Family friendly policies
• Company Van, Fuel Card, and Uniform

To apply, follow the link below or to discuss your application further please contact Laura Bourne on [email protected]

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment.