Mears Group Plc
Provider of UK housing repairs, maintenance, care services, development and facilities management
Service Manager
Oversee out-of-hours contact centre services, manage team and ensure KPI compliance.
Job Highlights
About the Role
The Service Manager will oversee the out‑of‑hours Contact Centre Services for Milton Keynes and Rotherham, managing day‑to‑day operations and ensuring delivery aligns with operational and commercial requirements across multiple contracts. The role involves building a high‑performing team, fostering strong relationships with clients and stakeholders, and embedding a safe, customer‑focused culture. Compliance with Health and Safety regulations and completion of mandatory training for staff are also key responsibilities. Key duties include providing proactive leadership and mentorship to the branch team, maintaining strategic and operational KPIs, and ensuring all Service Level Agreements are met. The manager will promote an efficient, customer‑centred service experience, develop sustainable client relationships, and handle complaints and dispute resolution. Monitoring performance and driving continuous improvement across contracts are essential.
Key Responsibilities
- ▸contact centre
- ▸kpi management
- ▸sla compliance
- ▸team leadership
- ▸safety compliance
- ▸client relations
What You Bring
• Full UK driving licence • Excellent communication skills with ability to influence and challenge • Strong knowledge of Health & Safety regulations • Understanding of contract and project management principles • Experience delivering services to diverse client bases • Proficiency in MS Office Suite and scheduling software • Experience in complaint handling, resolution and dispute management • Desirable: knowledge of current lettings legislation • Desirable: understanding of contractual KPIs and performance monitoring • Desirable: knowledge of customer service principles, engagement and scrutiny groups • Desirable: familiarity with housing management issues such as local authorities, landlords, rents, tenancies and leases • No visa sponsorship; UK work entitlement required • Background, identity & security checks mandatory
Requirements
- ▸driving licence
- ▸safety
- ▸ms office
- ▸contract management
- ▸communication
- ▸service delivery
Benefits
Mears offers 25 days of annual leave plus bank holidays, an annual Fun Day, paid volunteering leave, and family‑friendly policies. All roles require UK work entitlement and are subject to background, identity and security checks. The company is committed to diversity and inclusion, holding Disability Confident status, supporting the Armed Forces Covenant, and promoting social mobility through optional background questions. • 25 days annual leave plus bank holidays • Annual Mears Fun Day – company‑wide thank you event • Paid volunteering leave
Work Environment
Hybrid