Customer Repairs Team Lead — Drive First-Time Fixes

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

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