Read more

Metropolitan Thames Valley Housing; Nottingham; On-site; GBP 38,000 - 40,000; Full time

Job summary

Metropolitan Thames Valley Housing (Nottingham region) seeks an experienced Team Leader to guide a newly established administration team supporting Awaab's Law delivery. You will coach staff, manage case workflows, and ensure compliant, high-quality service for customers across damp, mould, repairs and compliance areas.

The role focuses on performance management, data accuracy and cross-functional collaboration to deliver consistent outcomes within MTVH processes and regulatory requirements.

Qualifications

• Experience of leading, supervising or managing a team within housing, repairs, customer services, compliance or related operational environment.
• Strong knowledge of social housing services, repairs and maintenance obligations or regulatory requirements.
• Experience of managing complex customer enquiries or cases, including escalations and sensitive situations.
• Proven ability to coach, motivate and develop colleagues to achieve objectives.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills across levels.
• Experience of monitoring performance, analysing information and driving service improvements.
• Strong attention to detail and commitment to maintaining accurate records and data quality.
• Proficient in business systems and Microsoft Office applications.
• Knowledge of Awaab’s Law and implications for social housing providers.
• Experience of managing case management or workflow systems.
• Experience working in repairs, damp and mould, disrepair, compliance or property services environments.

Responsibilities

• Lead, motivate and support a team of administrators to deliver high-quality case management and administrative service.
• Ensure cases are recorded, monitored and progressed to resolution in line with standards and legislative requirements.
• Manage case allocations, workloads and priorities for timely responses and effective service delivery.
• Oversee escalations, customer enquiries and complex cases with guidance as needed.
• Monitor performance and identify trends, risks and opportunities for improvement.
• Coach and develop team members to build capability and confidence in service delivery.
• Ensure high standards of data quality, record keeping and case management across systems.
• Collaborate with operational teams, contractors and colleagues to support case resolution.
• Support implementation and continual improvement of Awaab's Law processes and regulatory compliance.
• Produce performance information, reports and insights to inform decisions and service improvements.
• Promote MTVH values and foster a positive, inclusive, high-performing team culture.

Skills

Team leadership

Housing knowledge

Customer service

Coaching

Organisational skills

Communication

Performance monitoring

Data quality

MS Office

Awaab’s Law knowledge

Case management systems

Property services experience

Tools

MS Office

Job description

We have an exciting opportunity for an experienced and motivated Team Leader to lead a newly established team of administrators supporting the delivery of Phase 2 of Awaab's Law across MTVH.

This role is ideal for a people-focused leader who is passionate about delivering excellent customer outcomes, driving high standards of performance, and supporting colleagues to deliver new requirements as part of a significant of legislative change.

As Team Leader, you will be responsible for the day-to-day management, coaching and development of a team providing administrative support, case management and customer engagement services. Your team will play a critical role in ensuring cases relating to damp and mould, hazards, repairs and compliance are managed efficiently, accurately and in line with statutory requirements and MTVH processes.

Working closely with operational managers and regional teams, you will help ensure customers receive a responsive, consistent and high-quality service, while supporting the effective delivery of MTVH's Awaab's Law programme.

Key Responsibilities

• Lead, motivate and support a team of administrators to deliver a high-quality case management and administrative service.
• Ensure cases are accurately recorded, monitored and progressed through to resolution in line with service standards and legislative requirements.
• Manage case allocations, workloads and priorities to ensure timely responses and effective service delivery.
• Oversee escalations, customer enquiries and complex cases, providing guidance and support where required.
• Monitor individual and team performance, identifying trends, risks and opportunities for improvement.
• Coach and develop team members to build capability, confidence and consistency in service delivery.
• Ensure high standards of data quality, record keeping and case management across all systems.
• Work collaboratively with operational teams, contractors and colleagues across the business to support effective case resolution.
• Support the implementation and continual improvement of Awaab's Law processes, ensuring compliance with organisational and regulatory requirements.
• Produce performance information, reports and insights to inform operational decision-making and service improvements.
• Promote MTVH's values and foster a positive, inclusive and high-performing team culture.

What You'll Need

• Experience of leading, supervising or managing a team within housing, repairs, customer services, compliance, case management or a related operational environment.
• Strong knowledge of social housing services, repairs and maintenance obligations, or relevant regulatory requirements.
• Experience of managing complex customer enquiries or cases, including escalations and sensitive customer situations.
• Proven ability to coach, motivate and develop colleagues to achieve individual and team objectives.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills, with the ability to build effective working relationships at all levels.
• Experience of monitoring performance, analysing information and driving service improvements.
• Strong attention to detail and commitment to maintaining accurate records and data quality.
• Proficient in the use of business systems and Microsoft Office applications.
• Knowledge of Awaab’s Law and its implications for social housing providers.
• Experience of managing case management or workflow systems.
• Experience working in repairs, damp and mould, disrepair, compliance or property services environments.

Why Join Us?

This is a unique opportunity to play a leading role in MTVH's response to one of the most significant legislative changes affecting the housing sector. You will help shape new ways of working, support colleagues through change, and make a meaningful difference to customers by ensuring they receive a safe, responsive and effective service.

If you are an experienced leader who thrives on developing people, improving performance and delivering excellent customer outcomes, we would love to hear from you.

Proud member of the Disability Confident employer scheme

Regional Repairs Team Leader

Company: Metropolitan Thames Valley Housing Salary: £38,443 to £40,466 a year Hours: Full-time Location: Nottingham, NG9 1LA Job type: Permanent Posting date: 11 Sept 2026 Closing date: 25 Sept 2026

Summary

We have an exciting opportunity for an experienced and motivated Team Leader to lead a newly established team of administrators supporting the delivery of Phase 2 of Awaab's Law across MTVH.

This role is ideal for a people-focused leader who is passionate about delivering excellent customer outcomes, driving high standards of performance, and supporting colleagues to deliver new requirements as part of a significant of legislative change.

As Team Leader, you will be responsible for the day-to-day management, coaching and development of a team providing administrative support, case management and customer engagement services. Your team will play a critical role in ensuring cases relating to damp and mould, hazards, repairs and compliance are managed efficiently, accurately and in line with statutory requirements and MTVH processes.

Working closely with operational managers and regional teams, you will help ensure customers receive a responsive, consistent and high-quality service, while supporting the effective delivery of MTVH's Awaab's Law programme.

Key Responsibilities

• Lead, motivate and support a team of administrators to deliver a high-quality case management and administrative service.
• Ensure cases are accurately recorded, monitored and progressed through to resolution in line with service standards and legislative requirements.
• Manage case allocations, workloads and priorities to ensure timely responses and effective service delivery.
• Oversee escalations, customer enquiries and complex cases, providing guidance and support where required.
• Monitor individual and team performance, identifying trends, risks and opportunities for improvement.
• Coach and develop team members to build capability, confidence and consistency in service delivery.
• Ensure high standards of data quality, record keeping and case management across all systems.
• Work collaboratively with operational teams, contractors and colleagues across the business to support effective case resolution.
• Support the implementation and continual improvement of Awaab's Law processes, ensuring compliance with organisational and regulatory requirements.
• Produce performance information, reports and insights to inform operational decision-making and service improvements.
• Promote MTVH's values and foster a positive, inclusive and high-performing team culture.

What You'll Need

Essential Criteria

• Experience of leading, supervising or managing a team within housing, repairs, customer services, compliance, case management or a related operational environment.
• Strong knowledge of social housing services, repairs and maintenance obligations, or relevant regulatory requirements.
• Experience of managing complex customer enquiries or cases, including escalations and sensitive customer situations.
• Proven ability to coach, motivate and develop colleagues to achieve individual and team objectives.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills, with the ability to build effective working relationships at all levels.
• Experience of monitoring performance, analysing information and driving service improvements.
• Strong attention to detail and commitment to maintaining accurate records and data quality.
• Proficient in the use of business systems and Microsoft Office applications.
• Knowledge of Awaab’s Law and its implications for social housing providers.
• Experience of managing case management or workflow systems.
• Experience working in repairs, damp and mould, disrepair, compliance or property services environments.

Desirable Criteria

• Knowledge of Awaab’s Law and its implications for social housing providers.
• Experience of managing case management or workflow systems.
• Experience working in repairs, damp and mould, disrepair, compliance or property services environments.

Why Join Us?

This is a unique opportunity to play a leading role in MTVH's response to one of the most significant legislative changes affecting the housing sector. You will help shape new ways of working, support colleagues through change, and make a meaningful difference to customers by ensuring they receive a safe, responsive and effective service.

If you are an experienced leader who thrives on developing people, improving performance and delivering excellent customer outcomes, we would love to hear from you.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.