Customer Repair Team Leader Taff207

Taff Housing Association; Cardiff; On-site; GBP 40,000 - 52,000; Full time

Job summary

Taff Housing Association in Wales seeks a capable Lead for its Customer Repairs team. You will mentor and develop the team, ensuring the first point of contact for tenants reporting repairs is responsive.

The role focuses on triaging repairs, allocating work on priority timescales, and delivering first-time fixes with excellent customer satisfaction. You will bring experience managing contact centre performance, knowledge of WHQS/HHSRS, and the ability to schedule complex repairs while

Qualifications

• Experience leading a contact centre or high-volume customer service team in repairs/housing.
• Experience managing performance against KPIs and real-time queue management.
• Experience using telephony, CRM or workforce management systems.
• Experience in customer-facing environments dealing with complex situations.
• Experience within property or housing related services.
• Knowledge of WHQS, WHQS Addendum and HHSRS.
• Ability to plan and schedule complex repairs workloads.

Responsibilities

• Lead the Customer Repairs team as a high-performing contact centre.
• Ensure every contact is answered promptly and repairs are triaged accurately.
• Allocate work in line with priority timescales.
• Ensure surveyors and operatives receive the right jobs with the right information.

Skills

Team leadership in contact centre

Performance management KPIs

Telephony/CRM/workforce systems

Customer-facing handling of complex

Property or housing services

WHQS/HHSRS knowledge

Scheduling complex repairs workloads

Job description

Are you our new lead for our Customer Repairs team?

We are looking for someone with strong customer contact experience to lead, mentor and develop the Customer Repairs team as they provide the first point of contact for our customers reporting repairs. You will run the team as a high-performing contact centre, making sure every contact is answered promptly, every repair is accurately triaged, and work is allocated efficiently in line with our priority timescales. You will make sure our surveyors and operatives receive the right jobs, with the right information, at the right time, so we can complete repairs right first time and deliver excellent customer satisfaction.

What you'll do...

Taff is committed to providing good quality, affordable and safe homes, and this role is key to delivering that. You will lead our Customer Repairs team, the first point of contact for tenants reporting repairs. Running the team as a high-performing contact centre, you will make sure every contact is answered promptly, every repair is accurately diagnosed and triaged, and work is allocated in line with our priority timescales. You will make sure our surveyors and operatives receive the right jobs, with the right information, at the right time, so we can fix repairs first time and deliver excellent customer satisfaction.

What you'll bring to the role...

• Experience leading a team in a contact centre or high-volume customer service environment, ideally within repairs or housing
• Experience managing performance against contact centre KPIs and service levels, including real-time queue management
• Experience using telephony, CRM or workforce management systems
• Experience of working in a customer facing environment, dealing with difficult and complex situations
• Experience within property or housing related service industry
• Knowledge of the Welsh Housing Quality Standard (WHQS), including the WHQS Addendum and the Housing Health and Safety Rating System (HHSRS)
• Ability to plan and schedule complex repairs workloads using scheduling software

Other useful information

We welcome any questions in advance of an application, or if there is something that matters to you and we haven't covered in the job pack, then please get in touch with Darren Williams-Hackett at [e-mail]

Full details of the role can be found in the job pack - Customer Repair Team Leader Job Pack.

Closing Date: Wednesday, 4th November 2026 @10am

Interview Date: Monday, 16th November 2026

We are committed to building a diverse and inclusive workplace that reflects the community we serve, and we actively encourage applications from all backgrounds. To find out more about Taff and view all our current vacancies, Jobs - Taff Housing Association.