Regional Repairs Team Lead - Drive Service Excellence

MTVH; Chipping Barnet; On-site; GBP 34,000 - 48,000; Full time

Job summary

MTVH is seeking an experienced Team Leader to head a newly formed team of administrators supporting Phase 2 of Awaab's Law. You will manage daily operations, coach staff, and ensure high-quality, compliant case management across damp and mould, repairs and safety domains.

You will work with operational managers and regional teams to deliver a responsive and consistent service while driving performance improvements and upholding MTVH's standards.

Qualifications

• Experience leading teams in housing, repairs, customer services or similar.
• Strong knowledge of social housing services and regulatory requirements.
• Experience handling complex customer enquiries and escalations.
• Proven coaching and development of colleagues to meet objectives.
• Excellent organisational skills to manage competing priorities.
• Strong communication and stakeholder management across levels.
• Experience monitoring performance and driving service improvements.
• Attention to data quality and accurate record keeping.

Responsibilities

• Lead and motivate a team of administrators delivering case management and administrative services.
• Ensure cases are recorded, monitored and progressed to resolution per standards and regulatory requirements.
• Manage allocations, workloads and priorities for timely responses.
• Oversee escalations and complex cases, providing guidance as needed.
• Monitor team performance, identify risks and opportunities for improvement.
• Coach team members to build capability and consistency in service delivery.
• Ensure high data quality and record keeping across systems.
• Collaborate with operational teams, contractors and staff to resolve cases.
• Support implementation and improvement of Awaab's Law processes.

Skills

Team leadership

Stakeholder management

Coaching

Organisational skills

Data quality

Communication

Education

Experience in housing or repairs sector

Tools

Microsoft Office

Case management systems

Job description

MTVH is seeking an experienced Team Leader to head a newly formed team of administrators supporting Phase 2 of Awaab's Law. You will manage daily operations, coach staff, and ensure high-quality, compliant case management across damp and mould, repairs and safety domains.

You will work with operational managers and regional teams to deliver a responsive and consistent service while driving performance improvements and upholding MTVH's standards.