Resource Team Leader - Home Operations

Aspire Housing; Newcastle upon Tyne; Hybrid; GBP 32,000 - 43,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Employee assistance programme

Training and development

Discounts platform

Holiday buy and savings schemes

Wellbeing provisions

Job summary

Aspire Housing is seeking a proactive Resource Team Leader to head our operational support function. You will coordinate planned investment works, including boiler, kitchen and bathroom replacements, and manage a team to deliver a high‑quality, customer‑focused service.

You will embed efficient processes, monitor performance using data, and build strong relationships with colleagues, customers and contractors to drive continuous improvement.

Qualifications

• Experience leading operational support teams and improving service standards.
• Ability to manage performance, processes and data-driven improvements.
• Strong relationship-building with colleagues, customers and contractors.
• Experience in housing, repairs or property services is advantageous.

Responsibilities

• Lead and coach a team of business support professionals to deliver a consistent, efficient and customer-focused service.
• Coordinate scheduling and oversee operational support from initiation to completion.
• Maintain system accuracy and manage customer and contractor communications.
• Support reporting and payments, ensuring compliance and administration are completed to a high standard.
• Embed right-first-time processes across workstreams.

Skills

Leadership

People management

Stakeholder management

Data analysis

Process improvement

Job description

Hybrid regular travel in and around Newcastle under Lyme

Hours: 37, Contract type: permanent

Delivering for people, dedicated to places

The Boards of Aspire Housing and whg have agreed to move forward with plans to merge, creating a new housing association with more than 32,000 homes across the Midlands.

Would you like to work for a Sunday Times Best Places to Work organisation for the second-year running?

Aspire Housing is going through an exciting period of transformation, introducing new roles to strengthen service delivery.

As part of our 2026 focus, corporate plan and values, these roles will help us put customers at the heart of what we do and get the job right first time.

About the role

As our Resource Team Leader, you will lead the operational support function, creating a motivated, high-performing team that coordinates planned investment works and supports strong customer engagement. This includes boiler, kitchen and bathroom replacements, HHSRS programmes, and damp and mould remediation works. You will drive service excellence, efficient resource planning and positive outcomes for customers and the business.

You will lead, guide and coach a team of business support professionals to deliver a consistent, efficient and customer-focused service. You will embed right-first-time processes across workstreams, oversee operational support from initiation to completion, coordinate scheduling, maintain system accuracy, manage customer and contractor communications, support reporting and payments, and ensure compliance and administration are completed to a high standard.

What you'll need to succeed

We are looking for a motivated, people-focused leader who can bring colleagues together around a shared purpose and build a culture of accountability, collaboration and continuous improvement.

You will have experience leading and developing operational support teams, helping people perform at their best while maintaining strong service and operational standards. You will be confident improving ways of working, challenging inefficiencies and implementing practical solutions that benefit customers, colleagues and the organisation.

You will understand systems, processes and performance management, using data and insight to monitor performance, identify trends and support continuous improvement. You will be committed to high-quality service, consistent ways of working and giving your team the tools, knowledge and support to succeed.

Strong relationship-building skills are essential, as you will work with colleagues, customers, contractors and other stakeholders to deliver effective services. You will also support change, promote new ways of working and keep your team engaged and focused through improvement.

Experience within housing, repairs, maintenance, compliance or property services would be advantageous.

This is an exciting opportunity for a Team Leader who is passionate about developing people, improving services and delivering excellent operational performance. You will help embed consistent processes, maximise systems and technology, and create a simpler, more efficient service for our customers and communities.

In return we can offer you:

• Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
• 25 days holiday + bank holidays + 3 concessionary days at Christmas
• Comprehensive employee assistance programme.
• Ongoing training and development in your role.
• A full benefits and discounts platform.
• Holiday buy, tech and annual savings schemes.
• Competitive rates of pay.
• A generous company pension scheme.
• Wellbeing and stay safe provisions to look after you at work.

This role is subject to a basic DBS check.

NB Please note that we may close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.