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Service Delivery Manager

Annual salary: up to £27,500.00

REQ0034050

Permanent

Housing Repairs and Maintenance

Permanent

Business Area:

Contract Type:

Location:

Coatbridge

Scotland

ML5 4AA

Additional Locations:

Last Updated:

02

/

05

/

2025

Apply
A Mears tradeswoman holding a toolboxMears housing with care colleague with a service userA Mears communications and marketing colleague standing next to a colleague sitting down at a deskA Mears communications and marketing colleague standing next to a colleague sitting down at a deskA Mears colleague presenting their ID to a resident at their doorstepThree Mears vans parked side by side in a car parkA Mears housing construction colleague wearing a hard hat and high visibility jacket on a construction siteA Mears housing construction colleague wearing a hard hat and high visibility jacket on a construction siteA Mears housing construction colleague wearing a hard hat and high visibility jacket on a construction siteA Mears call centre colleague answering the phoneThree Mears colleagues talking together round their desks in an officeA Mears colleague talking to a resident on a tableA Mears van parked up showing the Mears logo
A Mears tradeswoman holding a toolboxMears housing with care colleague with a service userA Mears communications and marketing colleague standing next to a colleague sitting down at a deskA Mears colleague presenting their ID to a resident at their doorstepThree Mears vans parked side by side in a car parkA Mears Facilities Management colleague painting a stairwayA Mears housing construction colleague wearing a hard hat and high visibility jacket on a construction siteA Mears call centre colleague answering the phoneThree Mears colleagues talking together round their desks in an officeA Mears colleague talking to a resident on a tableA Mears van parked up showing the Mears logo
Annual salary: up to £27,500.00

Service Delivery Manager

📍 Coatbridge
🕗 Part-Time role working a 20hrs a week. Days to be discussed and confirmed.
💰 Paying a pro-rated salary of £27,500 per annum, plus car allowance and great company benefits.

Mears have continued investment in the North Lanarkshire community for the long-term.  We have a commitment to deliver excellent services to residents, whilst bringing community and training benefits to the North Lanarkshire community in a sustainable way.

Our ambition is to be recognised as the most trusted, large private provider, working with the public sector by 2025. Our approach prioritises where we can have the greatest impact and supports a culture that fully integrates sustainability and purpose beyond profit. This is underlined by our strategy, which through robust, ethical and transparent practices is built upon.

About the role:

The successful Service Delivery Manager will be responsible for the successful delivery of the planning and customer service function. Taking overall responsibility for the day-to-day management of customer service advisors, planners, monitoring service performance and customer satisfaction to meet the Key Performance Indicators.

  • Monitor and track service levels to ensure compliance with service delivery standards

  • Liaise with the Client to ensure customer satisfaction.

  • Lead, motivate, and manage the performance of the planning and customer service teams

  • Promote a culture of continuous improvement within the team

  • Work closely with housing officers, property managers, and external contractors to coordinate activities and resolve issues.

  • Engage with residents and tenants on complex matters to ensure their needs are met

  • Attend client meetings as required and provide reports and statistical data as required

  • 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

  • Ensure compliance with housing regulations, safeguarding standards, and internal policies.

Mears are a market leader in providing housing services to the affordable housing sector, and a major presence in the housing with care market. Mears Group’s vision is to make a positive difference to the people we serve by improving homes, improving communities and improving lives.

Role Criteria:

  • Good standard of general education, or equivalent, including English and Maths 

  • Management Qualification (Level 4 minimum) or equivalent.  

  • Experience of team building

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

  • Proven track record of managing scheduling / customer service operations.

  • Experience of complaint handling and resolution.    

  • Strong IT skills

  • Strong organisational and time-management skills.

  • Excellent communication and interpersonal abilities.

  • Able to work independently and as part of a team

  • Ability to build and maintain strong relationships.

  • Ability to work under pressure and handle conflicting priorities.    

  • Full, current driving licence

Mears Benefits:

  • Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless 

  • Excellent training and development opportunities

  • 25 days holiday entitlement along with bank holidays.  

  • Access to employee support and wellbeing services

  • Mears offer a company pension, life insurance and share scheme

  • 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 volunteering in the community, in support of our social value commitment 

Apply below or to discuss your application further; contact:

Vickie Rudge (Vickie.Rudge@mearsgroup.co.uk)

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.

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