Repairs Operations Lead

Taff Housing Association

Cardiff

On-site

GBP 40,000 - 52,000

Full time

7 days ago

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Job summary

Taff Housing Association in Wales seeks a capable Lead for its Customer Repairs team. You will mentor and develop the team, ensuring the first point of contact for tenants reporting repairs is responsive.

The role focuses on triaging repairs, allocating work on priority timescales, and delivering first-time fixes with excellent customer satisfaction. You will bring experience managing contact centre performance, knowledge of WHQS/HHSRS, and the ability to schedule complex repairs while

Qualifications

Experience leading a contact centre or high-volume customer service team in repairs/housing.
Experience managing performance against KPIs and real-time queue management.
Experience using telephony, CRM or workforce management systems.
Experience in customer-facing environments dealing with complex situations.
Experience within property or housing related services.
Knowledge of WHQS, WHQS Addendum and HHSRS.
Ability to plan and schedule complex repairs workloads.

Responsibilities

Lead the Customer Repairs team as a high-performing contact centre.
Ensure every contact is answered promptly and repairs are triaged accurately.
Allocate work in line with priority timescales.
Ensure surveyors and operatives receive the right jobs with the right information.