At a Glance
- Tasks: Lead a team to deliver high-quality case management and administrative support.
- Company: MTVH, a leader in social housing committed to excellent customer service.
- Benefits: Competitive salary, professional development, and the chance to make a real impact.
- Other info: Join a positive, inclusive culture focused on growth and performance.
- Why this job: Be at the forefront of significant legislative change in the housing sector.
- Qualifications: Experience in leading teams and managing complex customer cases.
The predicted salary is between 29700 - 36300 £ per year.
Job Description
The role
About the Opportunity
We have an exciting opportunity for an experienced and motivated Team Leader to lead a newly established team of administrators supporting the delivery of Phase 2 of Awaab's Law across MTVH.
This role is ideal for a people-focused leader who is passionate about delivering excellent customer outcomes, driving high standards of performance, and supporting colleagues to deliver new requirements as part of a significant of legislative change.
As Team Leader, you will be responsible for the day-to-day management, coaching and development of a team providing administrative support, case management and customer engagement services.
Your team will play a critical role in ensuring cases relating to damp and mould, hazards, repairs and compliance are managed efficiently, accurately and in line with statutory requirements and MTVH processes.
Working closely with operational managers and regional teams, you will help ensure customers receive a responsive, consistent and high-quality service, while supporting the effective delivery of MTVH's Awaab's Law programme.
Key Responsibilities
- Lead, motivate and support a team of administrators to deliver a high-quality case management and administrative service.
- Ensure cases are accurately recorded, monitored and progressed through to resolution in line with service standards and legislative requirements.
- Manage case allocations, workloads and priorities to ensure timely responses and effective service delivery.
- Oversee escalations, customer enquiries and complex cases, providing guidance and support where required.
- Monitor individual and team performance, identifying trends, risks and opportunities for improvement.
- Coach and develop team members to build capability, confidence and consistency in service delivery.
- Ensure high standards of data quality, record keeping and case management across all systems.
- Work collaboratively with operational teams, contractors and colleagues across the business to support effective case resolution.
- Support the implementation and continual improvement of Awaab's Law processes, ensuring compliance with organisational and regulatory requirements.
- Produce performance information, reports and insights to inform operational decision-making and service improvements.
- Promote MTVH's values and foster a positive, inclusive and high-performing team culture.
- What You'll Need
Essential Criteria
- Experience of leading, supervising or managing a team within housing, repairs, customer services, compliance, case management or a related operational environment.
- Strong knowledge of social housing services, repairs and maintenance obligations, or relevant regulatory requirements.
- Experience of managing complex customer enquiries or cases, including escalations and sensitive customer situations.
- Proven ability to coach, motivate and develop colleagues to achieve individual and team objectives.
- Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
- Excellent communication and stakeholder management skills, with the ability to build effective working relationships at all 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 the use of business systems and Microsoft Office applications.
Desirable Criteria
- Knowledge of Awaab's Law and its 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.
Why Join Us?
This is a unique opportunity to play a leading role in MTVH's response to one of the most significant legislative changes affecting the housing sector.
You will help shape new ways of working, support colleagues through change, and make a meaningful difference to customers by ensuring they receive a safe, responsive and effective service.
If you are an experienced leader who thrives on developing people, improving performance and delivering excellent customer outcomes, we would love to hear from you.
Regional Repairs Team Leader in Mansfield employer: Metropolitan Thames Valley
MTVH is an exceptional employer that prioritises the well-being of its employees while making a meaningful impact in the housing sector. With a strong commitment to employee growth, a collaborative work culture, and the flexibility to work from home, MTVH fosters an environment where you can thrive both personally and professionally. Located in Nottingham, the role of Agency Contract Specialist offers unique opportunities to engage with specialist partners and contribute to delivering high-quality housing services, ensuring that everyone has a place to call home.
Contact Details:
Metropolitan Thames Valley Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Regional Repairs Team Leader in Mansfield
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We think you need these skills to ace Regional Repairs Team Leader in Mansfield
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
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Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Metropolitan Thames Valley.
How to prepare for a job interview at Metropolitan Thames Valley
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Metropolitan Thames Valley's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Metropolitan Thames Valley offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
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You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
