Regional Repairs Team Lead - Awaab's Law Program

Metropolitan Thames Valley; Beeston; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

Metropolitan Thames Valley is seeking an experienced Team Leader to guide a newly established administrative team delivering Phase 2 of Awaab's Law. You will coach staff, manage case workflows and ensure compliant, high-quality customer service across damp, mould, repairs and compliance cases.

You will work closely with operational managers to monitor performance, drive improvements and deliver consistent, responsive service in line with MTVH processes.

Qualifications

• Experience in leading/supervising a team within housing, repairs, customer services, compliance or related operations.
• Strong knowledge of social housing services, repairs, and maintenance obligations or regulatory requirements.
• Experience 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 ability to manage competing priorities in a fast-paced environment.

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 in line with service standards and legislative requirements.
• Manage case allocations, workloads and priorities for timely responses and effective service delivery.
• Oversee escalations, customer enquiries and complex cases, providing guidance and support.
• Monitor performance, identify trends and opportunities for improvement.
• Coach and develop team members to build capability and consistency 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 effective case resolution.
• Support implementation and continual improvement of Awaab's Law processes; ensure compliance.
• Produce performance information, reports and insights to inform decisions.

Skills

Team leadership

Stakeholder management

Coaching

Organisational skills

Data quality

Microsoft Office

Case management knowledge

Tools

Case management software

Microsoft Office

Job description

Metropolitan Thames Valley is seeking an experienced Team Leader to guide a newly established administrative team delivering Phase 2 of Awaab's Law. You will coach staff, manage case workflows and ensure compliant, high-quality customer service across damp, mould, repairs and compliance cases.

You will work closely with operational managers to monitor performance, drive improvements and deliver consistent, responsive service in line with MTVH processes.