Regional Repairs Team Leader

Metropolitan Thames Valley; United Kingdom; On-site; GBP 45,000 - 60,000; Full time

Job summary

Metropolitan Thames Valley Housing is seeking an experienced Team Leader to manage a newly established team of administrators supporting Phase 2 of Awaab's Law.

The role focuses on coaching, case management, and delivering high-quality customer outcomes while ensuring compliance and data integrity within MTVH processes.

You will work with operational managers to ensure timely responses, develop staff, and monitor performance to continuously improve service delivery.

Qualifications

• 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.

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.

Skills

Team leadership

Coaching and mentoring

Stakeholder management

Organisation and prioritisation

Service improvement

Case management

Data accuracy

People development

Attention to detail

Communication

Tools

Microsoft Office

Business systems

Job description

Contract: 18-Month Fixed Term Contract

About the Opportunity

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.

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.