Customer Repairs Team Lead — High-Impact Onsite Role (Cardiff)

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

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