At a Glance
- Tasks: Lead a team to deliver top-notch housing repair services and improve customer satisfaction.
- Company: Dudley Borough Council, committed to community-focused housing solutions.
- Benefits: Flexible working hours, professional development opportunities, and a supportive team environment.
- Other info: Opportunity for career growth in a dynamic public sector role.
- Why this job: Make a real difference in the community while developing your leadership skills.
- Qualifications: Experience in contact centres and team management, with a passion for customer service.
We are seeking to appoint an experienced and committed Planning Team Leader to lead the delivery of a high-quality repairs planning service within Housing Maintenance. The successful candidate will be responsible for managing a team of staff providing a responsive and customer-focused service to tenants across the borough, ensuring operational effectiveness and continuous service improvement.
Key Responsibilities
- To lead, manage and develop a team of planners delivering frontline housing services
- To ensure appropriate staffing levels through effective management of rotas to support service delivery
- To monitor and report on team and individual performance, setting clear objectives and driving improvement
- To support the delivery of a professional and efficient customer service function
- To contribute to service development, including the implementation of new processes and systems
- To work collaboratively with colleagues across Housing & Assets to support operational delivery and best practice
- To manage employee relations matters including absence, performance, disciplinary and recruitment processes
- To deal with complex or escalated customer enquiries where required
About You
You will demonstrate:
- Significant experience of working in a contact centre environment, ideally within social housing or the public sector
- Proven experience of first line management, including leading and developing teams
- Experience of delivering high-quality, customer-focused frontline services
- Experience of training, coaching and supporting staff development
- Strong organisational, communication and problem-solving skills
You will also have:
- Knowledge of relevant IT and workforce management systems (e.g. Northgate, Kirona desirable)
- An understanding of equality, diversity and inclusion
Qualifications
A relevant qualification (NVQ Level 4 / HNC or equivalent) in customer service, leadership or staff development, or willingness to work towards.
Additional Information
The post holder will be required to work flexibly to meet service needs and may be required to travel across the borough. Workplace Attendance: Onsite full time.
For further information or an informal discussion, please contact graham.bishop@dudley.gov.uk.
Planning Team Leader in Dudley employer: Hurst Green
Hurst Green is an exceptional employer, dedicated to fostering a supportive and inclusive work environment for its employees. With a strong emphasis on professional development and flexible working arrangements, the company empowers its staff to make a meaningful impact in the lives of care-experienced young people in Brierley Hill. Join a passionate team that values relationship-building and offers opportunities for growth while making a positive difference in the community.
