Customer Repair Team Leader TAFF207

Occupop Careers; Cardiff; On-site; GBP 40,000 - 60,000; Full time

Job summary

Taff Housing Association in Cardiff is seeking a skilled leader to head the Customer Repairs team, acting as the first point of contact for tenants reporting repairs. You will run the team as a high-performing contact centre, ensuring prompt responses, accurate triage, and efficient allocation of work in line with priority timescales.

You will bring experience from a contact centre or housing environment, KPIs, CRM use, and scheduling expertise to deliver repairs right first time and excellent

Qualifications

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

Responsibilities

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

Skills

Leadership

Contact centre

KPI management

CRM familiarity

Housing knowledge

Scheduling

Tools

CRM systems

Scheduling software

Workforce management

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]

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, please click here - Jobs - Taff Housing Association.

Please complete the Equal Opportunities form as part of your application - Equal Opportunity form. This information is essential for us to monitor and promote equality and diversity throughout our recruitment process. Your responses will remain confidential and used only for reporting purpose.

Cardiff