Customer Repair Team Leader TAFF207

Taff Housing Association; Cardiff; On-site; GBP 37,000 - 45,000; Full time

Job summary

Taff Housing Association in Cardiff is seeking a seasoned leader to head the Customer Repairs team. You will run a high-performing contact centre that promptly handles tenant repair reports, triages issues accurately, and allocates work efficiently to surveyors and operatives to meet priority timescales and first-time fix targets.

Your role involves mentoring staff, driving KPI performance, and coordinating with technical teams to deliver excellent customer satisfaction and safe, quality homes

Qualifications

• 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.

Responsibilities

• Lead the Customer Repairs team as a high-performing contact centre, ensuring prompts responses and accurate triage of repairs.
• Coordinate and allocate work to surveyors and operatives with the right information and prioritised timescales.
• Mentor and develop the team to deliver excellent customer satisfaction and first-time repair completions.

Skills

Team leadership

Customer service leadership

Performance management

Real-time queue management

Stakeholder communication

Tools

Telephony systems

CRM systems

Workforce management software

Scheduling software

Job description

Location: On site / Cardiff, UK
job type: Permanent / Full-time
Sector and subsector: Housing | Housing Association
AnnualFixed salary:£ 40606.00

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.