Housing Repairs Team Lead – Frontline Operations

Sheffield City Council; Sheffield; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Local Government Pension

Annual leave entitlement

Flexible working

Learning & development

Career progression

Community impact

Job summary

Sheffield City Council is seeking four experienced Team Leaders to guide a Responsive Repairs team delivering emergency, urgent and routine repairs across Sheffield’s housing stock. You will lead operatives, drive performance and ensure high safety and customer service standards.

You’ll manage resources, monitor performance against targets, and collaborate with Housing Services to improve the customer repair journey and outcomes for tenants.

Qualifications

• Experience of leading or supervising operational teams within a repairs, maintenance, construction or housing environment.
• Strong people management and leadership skills.
• Experience of managing performance and driving service improvements.
• Excellent customer service and communication skills.
• Good understanding of health and safety legislation and operational compliance requirements.
• Ability to analyse performance information and make effective decisions.
• Strong organisational and planning skills.
• Proficient in the use of IT systems and performance management tools.

Responsibilities

• Lead, motivate and support a team of multi-skilled operatives and apprentices.
• Effectively manage attendance, wellbeing, conduct and capability issues in accordance with Council policies and procedures.
• Provide coaching, supervision and regular performance reviews to support staff development and continuous improvement.
• Ensure operatives are deployed efficiently to meet service demand and maximise productivity.
• Foster a positive team culture focused on accountability, collaboration and delivering excellent outcomes for customers.
• Champion a customer-first approach across the service.
• Ensure customers are kept informed throughout the lifecycle of their repair.
• Respond to customer concerns, complaints and service requests professionally and promptly.
• Work collaboratively with Housing Services, Contact Centre colleagues and other stakeholders to resolve issues and improve customer experience.
• Promote a culture where customer feedback is used to drive service improvements.
• Monitor and manage team performance against key service indicators, including repair completion times, productivity, quality standards and customer satisfaction.
• Analyse performance data and identify opportunities for improvement.
• Ensure repairs are completed to the required quality standards and within agreed timescales.
• Monitor the use of materials, resources and contractor support to achieve value for money.
• Prepare and present performance information, identifying risks, trends and corrective actions where required.
• Lead by example in promoting a positive health and safety culture.
• Ensure all work is undertaken in accordance with Sheffield City Council Health and Safety policies, procedures and statutory requirements.
• Carry out site inspections, toolbox talks and safety monitoring activities.
• Investigate incidents, near misses and unsafe practices, ensuring lessons learned are implemented.
• Ensure operatives have the appropriate training, equipment and competence to undertake their duties safely.
• Support compliance with CDM Regulations, risk assessments, safe systems of work and all relevant construction and housing legislation.

Skills

People management

Team leadership

Performance management

Customer service

Health & safety knowledge

Data analysis

Organisation & planning

IT systems

Tools

Housing maintenance systems

Mobile working technology

Job description

Sheffield City Council is seeking four experienced Team Leaders to guide a Responsive Repairs team delivering emergency, urgent and routine repairs across Sheffield’s housing stock. You will lead operatives, drive performance and ensure high safety and customer service standards.

You’ll manage resources, monitor performance against targets, and collaborate with Housing Services to improve the customer repair journey and outcomes for tenants.