Regional Repairs Team Leader – Elevate Housing Support

Metropolitan Thames Valley; Greater London; On-site; GBP 40,000 - 52,000; Full time

Job summary

Metropolitan Thames Valley in London is seeking an experienced Regional Repairs Team Leader to manage a newly established team of administrators delivering Phase 2 of Awaab's Law. You will coach and develop staff, oversee case management, and ensure high-quality service delivery across damp and mould, repairs and compliance areas.

You will work closely with operational managers to drive performance, manage workloads, and maintain data quality while aligning with MTVH processes and statutory

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

Leadership

Housing knowledge

Customer service

Case management

Coaching

Organization

Communication

Stakeholder management

Performance monitoring

Data quality

MS Office

Tools

MS Office

Case management systems

Job description

Metropolitan Thames Valley in London is seeking an experienced Regional Repairs Team Leader to manage a newly established team of administrators delivering Phase 2 of Awaab's Law. You will coach and develop staff, oversee case management, and ensure high-quality service delivery across damp and mould, repairs and compliance areas.

You will work closely with operational managers to drive performance, manage workloads, and maintain data quality while aligning with MTVH processes and statutory