Regional Repairs Team Lead - Customer & Case Management

Metropolitan Thames Valley; Southgate; On-site; GBP 43,000 - 45,000; Full time

Job summary

Metropolitan Thames Valley (MTVH) seeks an experienced Team Leader to head a newly formed group of administrators supporting Phase 2 of Awaab's Law. You will manage day-to-day operations, coach staff, and ensure compliant case management across damp, mould, repairs and safety matters.

The role requires a people-focused leader who delivers high-quality outcomes for customers. Working with operational managers and regional teams, you will ensure responsive, consistent service and drive

Qualifications

• Experience leading a team within housing, repairs, customer services or related operational environment.
• Strong knowledge of social housing services, repairs and maintenance obligations or regulatory requirements.
• Experience handling complex customer enquiries, escalations and sensitive situations.
• Proven ability to coach, motivate and develop colleagues to achieve objectives.
• Strong organisational skills and ability to manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills at all levels.
• Experience monitoring performance, analysing data and driving service improvements.
• Attention to detail and commitment to data quality.

Responsibilities

• Lead and support a team of administrators delivering case management and admin services.
• Ensure cases are recorded, monitored and progressed to resolution in line with standards.
• Manage allocations, workloads and priorities for timely responses.
• Oversee escalations and complex cases, providing guidance and support.
• Monitor performance and identify risks and opportunities for improvement.
• Coach team members to build capability and consistency in service delivery.
• Ensure high data quality and accurate records across systems.
• Collaborate with operational teams to support effective case resolution.
• Support implementation and continuous improvement of Awaab's Law processes.
• Produce performance information to inform decisions and improvements.
• Promote MTVH values and maintain a high-performing team culture.

Skills

Leadership

Coaching

Stakeholder management

Data quality

Microsoft Office

Tools

Microsoft Office

Case management systems

Job description

Metropolitan Thames Valley (MTVH) seeks an experienced Team Leader to head a newly formed group of administrators supporting Phase 2 of Awaab's Law. You will manage day-to-day operations, coach staff, and ensure compliant case management across damp, mould, repairs and safety matters.

The role requires a people-focused leader who delivers high-quality outcomes for customers. Working with operational managers and regional teams, you will ensure responsive, consistent service and drive