At Places for People, we hire People, not numbers! If you are enthusiastic, motivated, and believe in community spirit, we would love to hear from you. As the UK’s leading social enterprise we do not discriminate based on any protected attribute and we are dedicated to building inclusive and thriving communities for both our customers and employees.
Role Overview
Oversee regional leadership and resource management to meet performance targets and regulatory compliance. Key responsibilities include:
- Develop effective scheduling and resource allocation strategies for field operatives and support staff.
- Provide frontline people management, performance coaching, and development for the regional frontline team.
- Monitor and report on KPIs, SLAs, compliance, and WIP to drive data‑driven decision making.
- Act as the escalation point for customer issues, ensuring resolution and continuous improvement.
- Maintain documentation, financial reporting, and lead regional projects to enhance operational efficiency.
- Support new business assessments, integrate them into operations, and foster a customer‑first approach.
- Ensure robust processes for WIP and administration to minimise backlogs and maintain high standards across the regions.
This is a hybrid role, requiring at least three days per week in the Hay Avenue office in Edinburgh to foster collaboration and team engagement.
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 deployment.
- Experience in frontline people management, performance management, coaching and driving customer experience initiatives.
- Strong analytical skills with experience in reporting and data‑driven decision‑making.
- Proficient in real‑time resource allocation monitoring to meet operational objectives.
- Detailed understanding of call centre / service desk technology, systems and processes.
- Knowledge of property maintenance or field service operations.
Preferred Qualifications
- Experience with Field Service Management technology.
- Knowledge of housing regulations.
- Strong IT skills including Microsoft Office and database use.
- Understanding of customer experience and service design principles.
Benefits
- Competitive salary with annual review.
- Pension with matched contributions up to 7%.
- 35 days annual leave with the option to buy or sell leave.
- Healthcare cashback plan – up to £500 saving per year.
- Bonus scheme for all colleagues at 2%.
- Training and development opportunities.
- Extra perks including discounts and offers from retail and entertainment partners.
Employment Conditions
Hybrid role – at least three days per week in Hay Avenue office, Edinburgh.
EEO Statement
As the UK’s leading social enterprise, we do not discriminate based on any protected attribute and are committed to creating inclusive and thriving communities for our customers and employees.
Safeguarding
Safeguarding is everyone’s responsibility. We are committed to protecting children, young people and adults at risk from harm, abuse and neglect. Our recruitment process includes pre‑employment checks, including DBS checks where applicable, and all employees, volunteers and contractors uphold our safeguarding policies and procedures.
Armed Forces
We guarantee a guaranteed interview for any candidate who is serving or has previously served in the Armed Forces, including reservists, veterans, cadet instructors, military spouses/partners who meet the essential criteria for the vacancy.
Disability Confident
We are a Level 2 Disability Confident Employer. Disabled applicants who meet the essential criteria will be guaranteed an interview.
Neurodivergent
We recognise Neurodiverse individuals bring valuable skills. Neurodivergent applicants who meet the essential criteria will be guaranteed an interview.
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