Team Leader: Housing Admin & Case Management

Metropolitan Thames Valley Housing; Nottingham; On-site; GBP 38,000 - 40,000; Full time

Job summary

Metropolitan Thames Valley Housing (Nottingham region) seeks an experienced Team Leader to guide a newly established administration team supporting Awaab's Law delivery. You will coach staff, manage case workflows, and ensure compliant, high-quality service for customers across damp, mould, repairs and compliance areas.

The role focuses on performance management, data accuracy and cross-functional collaboration to deliver consistent outcomes within MTVH processes and regulatory requirements.

Qualifications

• Experience of leading, supervising or managing a team within housing, repairs, customer services, compliance or related operational environment.
• Strong knowledge of social housing services, repairs and maintenance obligations or regulatory requirements.
• Experience of managing complex customer enquiries or cases, including escalations and sensitive situations.
• Proven ability to coach, motivate and develop colleagues to achieve objectives.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills across 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 business systems and Microsoft Office applications.
• Knowledge of Awaab’s Law and 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.

Responsibilities

• Lead, motivate and support a team of administrators to deliver high-quality case management and administrative service.
• Ensure cases are recorded, monitored and progressed to resolution in line with standards and legislative requirements.
• Manage case allocations, workloads and priorities for timely responses and effective service delivery.
• Oversee escalations, customer enquiries and complex cases with guidance as needed.
• Monitor performance and identify trends, risks and opportunities for improvement.
• Coach and develop team members to build capability and confidence in service delivery.
• Ensure high standards of data quality, record keeping and case management across systems.
• Collaborate with operational teams, contractors and colleagues to support case resolution.
• Support implementation and continual improvement of Awaab's Law processes and regulatory compliance.
• Produce performance information, reports and insights to inform decisions and service improvements.
• Promote MTVH values and foster a positive, inclusive, high-performing team culture.

Skills

Team leadership

Housing knowledge

Customer service

Coaching

Organisational skills

Communication

Performance monitoring

Data quality

MS Office

Awaab’s Law knowledge

Case management systems

Property services experience

Tools

MS Office

Job description

Metropolitan Thames Valley Housing (Nottingham region) seeks an experienced Team Leader to guide a newly established administration team supporting Awaab's Law delivery. You will coach staff, manage case workflows, and ensure compliant, high-quality service for customers across damp, mould, repairs and compliance areas.

The role focuses on performance management, data accuracy and cross-functional collaboration to deliver consistent outcomes within MTVH processes and regulatory requirements.