At Places for People, we hire People, not numbers! So, if you like the sound of one of our jobs, please apply - you could be just who we're looking for! Of course, experience and track record are important, but we're more interested in hiring someone that embodies our People Promises. That's someone that does the right thing, is enthusiastic and motivated to grow, believes in Community spirit, is respectful and enjoys their work. As the UK's leading Social Enterprise, we don't discriminate based on any protected attribute. In fact, we're dedicated to creating inclusive and thriving Communities for both our Customers and Employees.    

So, what are you waiting for? Join a community that cares about you!  

More about your role  

You will oversee regional leadership and resource management, ensuring effective scheduling, admin support, and resource allocation to meet targets and compliance. You will manage the performance, coaching, and development of your regional frontline team, monitoring KPIs, SLAs, compliance, and WIP, while producing reports to drive decision-making. As the escalation point for customer issues, you will ensure resolution and continuous improvement, while managing relationships with stakeholders, contractors, and the Contact Centre for accurate diagnostics and service alignment. You will drive operational excellence by promoting consistency, best practices, and ensuring customer complaints are handled within SLAs. Additionally, you'll maintain documentation, financial reporting, and lead regional projects to enhance efficiency. You will also support new business assessments, integrate them into operations, and foster a customer-first approach. Finally, you will ensure robust processes for WIP and administration, minimizing backlogs and maintaining high standards across the regions. 

This is a hybrid role, requiring at least three days per week from our Preston office to support collaboration and team engagement.  

For more information, please download our job profile available on our website. 

Essential Criteria  

• Proven expertise in scheduling and resource management, with leadership experience in multi-disciplinary operational teams. Skilled in creating and implementing efficient scheduling strategies to optimise the deployment of field operatives and resources. 

• Experience in frontline people management, performance management, coaching, and driving customer experience initiatives. 

• Familiarity with continuous improvement processes, including managing complaints and driving service enhancements. 

• Strong analytical skills with experience in reporting and data-driven decision-making. Proficient in data analysis and real-time resource allocation monitoring to meet operational objectives and customer needs. 

• Detailed understanding of call centre/service desk technology, systems, and processes. 

• Knowledge of property maintenance or field service operations. 

• To be considered for this role you need to be within a commutable distance of our Preston office.  

More About you 

You have proven expertise in scheduling and resource management, with strong leadership skills in managing multi-disciplinary teams. You are experienced in frontline people management, performance coaching, and driving customer experience initiatives. You excel at communication and stakeholder management, with the ability to organise and motivate frontline teams. You are familiar with continuous improvement practices, managing complaints, and driving service enhancements. You have strong analytical skills, with experience in reporting and data-driven decision-making to monitor resource allocation and meet operational objectives. You also have a solid understanding of call centre/service desk technology and property maintenance or field service operations. Preferred qualifications include experience with Field Service Management technology, knowledge of housing regulations, strong IT skills (including Microsoft Office and databases), and an understanding of customer experience and service design principles. 

Benefits   

We are a large diverse and ambitious business, which will give you all the challenge you could wish for.    

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:    

• Competitive salary, with a salary review yearly   

• Pension with matched contributions up to 7%  

• Excellent holiday package – 35 days annual leave with the option to buy or sell leave  

• Cashback plan for healthcare costs – up to £500 saving per year  

• A bonus scheme for all colleagues at 2%  

• Training and development  

• Extra perks including huge discounts and offers from shops, cinemas and much more. 

What's next?

If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please email the recruitment team recruitment@placesforpeople.co.uk 

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. 

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk. 

Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.

If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.

If you are a recruitment agency please note we operate a PSL and do not take cold calls.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. 

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. 

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities