Team Leader - Triage & Resolution

Swindon Borough Council; Swindon; On-site; GBP 42,000 - 51,000; Full time

Job summary

Swindon Borough Council is recruiting a Team Leader - Triage & Resolution to lead a newly developed digital-first triage and resolution service for repairs and housing maintenance. You will oversee a team responsible for digital triage, remote surveys, scheduling coordination and customer resolution activities, ensuring the right intervention at the right time while delivering value for money.

You will manage staffing, performance and development, drive service performance with KPIs and SLAs,

Qualifications

• Experience leading operational or customer service teams within housing, repairs, maintenance, or similar environments.
• Proven track record of improving service delivery and implementing digital solutions.
• Experience using scheduling, workflow, reporting, and performance management systems.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• Ability to manage competing priorities in a fast-paced operational setting.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and develop a high-performing team delivering digital triage and repair resolution services.
• Oversee remote surveys and diagnostic processes to improve repair identification and minimise unnecessary site visits.
• Act as the key link between operational schedulers, customer contact teams, and repair delivery teams.
• Drive service performance through KPIs, SLAs, customer feedback, and operational data.
• Manage staffing, performance, training, recruitment, and employee development.
• Lead continuous improvement initiatives that enhance customer satisfaction while reducing costs.
• Support the introduction of new technologies, digital solutions, and innovative ways of working.
• Ensure compliance with health and safety legislation, operational standards, and statutory requirements.

Skills

Operational leadership

Customer service

Digital solutions

Scheduling systems

Performance management

Analytical thinking

Stakeholder management

Job description

Team Leader - Triage & Resolution

Ref: 196126

Salary: £46,579 p.a. plus benefits

37 hours per week

Swindon Borough Council are on an exciting journey to transform service delivery. We want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that's who we're doing it for - the communities and businesses that make our town great. As part of the Council, you'll support a friendly local authority making decisions with real impact. It's all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.

Your next role

Are you an experienced operational leader with a passion for customer service, housing repairs, and service improvement?

Swindon Borough Council is looking for a proactive and innovative Team Leader - Triage & Resolution to lead our newly developed digital-first triage and resolution service. This is an exciting opportunity to shape how repairs are diagnosed, prioritised, and resolved, ensuring customers receive the right intervention at the right time while delivering excellent value for money.

Working at the centre of our repairs and maintenance operation, you'll lead a team responsible for technical triage, remote surveys, scheduling coordination, and customer resolution activities. Your focus will be on delivering a seamless customer experience, reducing avoidable demand, and driving a strong "first-time fix" culture.

As Team Leader - Triage & Resolution, you will:

• Lead and develop a high-performing team delivering digital triage and repair resolution services.
• Oversee remote surveys and diagnostic processes to improve repair identification and minimise unnecessary site visits.
• Act as the key link between operational schedulers, customer contact teams, and repair delivery teams.
• Drive service performance through effective use of KPIs, SLAs, customer feedback, and operational data.
• Manage staffing, performance, training, recruitment, and employee development.
• Lead continuous improvement initiatives that enhance customer satisfaction while reducing operational costs.
• Support the introduction of new technologies, digital solutions, and innovative ways of working.
• Ensure compliance with health and safety legislation, operational standards, and statutory requirements.

What We're Looking For

We are seeking a motivated leader who can inspire teams, embrace innovation, and deliver outstanding customer outcomes.

You will have:

• Experience managing operational or customer service teams within housing, repairs, maintenance, or a similar environment.
• A strong track record of improving service delivery and implementing digital solutions.
• Experience using scheduling, workflow, reporting, and performance management systems.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making.
• The ability to manage competing priorities in a fast-paced operational environment.
• Excellent communication and stakeholder management skills.

You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act "for the effective performance of a customer-facing role").

Your next package

Please see our Rewards and Benefits offer for more details.

As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.

For Swindon to thrive in the future, we need to lay the foundations now. It's why our regeneration and transformation programmes are already underway. So, you'll be joining us at an exciting time on our journey. We'll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we'll achieve our vision of a prosperous, re-vitalised Swindon together. And you'll be proud to say it was made better with you.

Please see our Vision and Values page for more details and our new Swindon Plan.

Potential applicants are sometimes put off if they don't meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we'd love to hear from you.

As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.

For further information about the role please contact Shakira West-Moreland, Service Lead Inspections, Contracts and Commissioning on [e-mail]

Closing date: 9 November 2026

Interview date: 16 November 2026