Head of Digital Triage & Repairs Resolution

Swindon Borough Council; Swindon; Presencial; GBP 42 000 - 51 000; Tempo integral

Resumo da oferta

Swindon Borough Council is recruiting a Team Leader - Triage & Resolution to lead a newly developed digital-first triage and resolution service for repairs and housing maintenance. You will oversee a team responsible for digital triage, remote surveys, scheduling coordination and customer resolution activities, ensuring the right intervention at the right time while delivering value for money.

You will manage staffing, performance and development, drive service performance with KPIs and SLAs,

Qualificações

• Experience leading operational or customer service teams within housing, repairs, maintenance, or similar environments.
• Proven track record of improving service delivery and implementing digital solutions.
• Experience using scheduling, workflow, reporting, and performance management systems.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Ability to manage competing priorities in a fast-paced operational setting.
• Excellent communication and stakeholder management skills.

Responsabilidades

• Lead and develop a high-performing team delivering digital triage and repair resolution services.
• Oversee remote surveys and diagnostic processes to improve repair identification and minimise unnecessary site visits.
• Act as the key link between operational schedulers, customer contact teams, and repair delivery teams.
• Drive service performance through KPIs, SLAs, customer feedback, and operational data.
• Manage staffing, performance, training, recruitment, and employee development.
• Lead continuous improvement initiatives that enhance customer satisfaction while reducing costs.
• Support the introduction of new technologies, digital solutions, and innovative ways of working.
• Ensure compliance with health and safety legislation, operational standards, and statutory requirements.

Conhecimentos

Operational leadership

Customer service

Digital solutions

Scheduling systems

Performance management

Analytical thinking

Stakeholder management

Descrição da oferta de emprego

Swindon Borough Council is recruiting a Team Leader - Triage & Resolution to lead a newly developed digital-first triage and resolution service for repairs and housing maintenance. You will oversee a team responsible for digital triage, remote surveys, scheduling coordination and customer resolution activities, ensuring the right intervention at the right time while delivering value for money.

You will manage staffing, performance and development, drive service performance with KPIs and SLAs,