Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.

The Role

You will be responsible for managing the day-to-day scheduling/administration of the reactive and or planned repairs service in such a way that the performance customer service targets are continuously met.

Responsibilities

Manage all resource planning activities to ensure maximum efficiency

Enable K.P.I's to be met weekly by ensuring all jobs and appointments are met 

Check K.P.I performance weekly and analyse service failures to implement solutions

Audit performance weekly and any errors bought to your team's attention. (These must be kept for monitoring purpose.)

All reporting sent via business management are inspected and updated by yourself or your team promptly, any errors from this to be kept for auditing purposes above

Providing customer service to residents and customers

Dealing with queries from residents, changing appointments

Arranging appointments for residents

Assist when required to undertake customer satisfaction surveys

Attend meetings as requested and deliver service updates to your team at your internal meetings

Participate in ensuring a positive team spirit within contract 

Making sure ID badges are worn and office attire is correct at all times

Follow the company's policies and procedures at all times

Cooperate with colleagues from other Departments in a timely manner if and when necessary

Assisting with people management issues

Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance

About You

Call centre environment

Maintenance/ repairs background

Excellent Telephone Manner

Customer Service focused

Excellent Communication skills

Ability to identify problems

Ability to identify customers' needs

Willing to go the extra mile to deal with a difficult situation

Ability to prioritise issues

Ability to meet tight deadlines

Ability to work under pressure

Attention to detail

Team player

People Management

What We Offer

25 days' annual leave + bank holidays

Long-service awards recognising key milestones

Perkbox: discounts on coffee, cinema, travel, wellbeing and more

1 paid volunteer day per year

Training, support and progression — AxisCLC promotes from within

Inclusive culture with a focus on wellbeing, teamwork and continuous improvement.

Why Axis CLC?

Joining Axis CLC means being part of a national organisation that delivers essential services across housing, education, healthcare, defence and commercial property. You'll be joining a team that values reliability, quality and social impact, offering long-term stability, meaningful work and genuine opportunities to grow and progress in your career.

Our Commitment to Inclusion

Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know