At a Glance
- Tasks: Lead a dynamic team to deliver top-notch administrative support and improve customer journeys.
- Company: Join PA Housing, a people-focused organisation committed to making a difference.
- Benefits: Enjoy competitive salary, flexible working, health plans, and generous annual leave.
- Other info: Flexible hybrid working and opportunities for career growth in a supportive environment.
- Why this job: Make a real impact by enhancing processes and helping residents move smoothly into homes.
- Qualifications: 2+ years of team leadership experience and strong organisational skills required.
The predicted salary is between 36051 - 36051 £ per year.
Do you enjoy leading teams and making sure everything runs smoothly behind the scenes? Do you have great organisational skills and at least 2 years experience of managing a team? We're looking for a motivated and organised Home Moves Hub Team Leader to join our Customer Service Directorate at PA Housing. This is a key leadership role where you'll oversee a busy administration hub supporting our stakeholders. You'll lead a team delivering high-quality administrative support, ensuring processes run efficiently, data is accurate, and customers receive a seamless experience. If you enjoy managing people, improving processes, and delivering great service, we'd love to hear from you.
This isn't just about managing admin; it's about driving performance, improving customer journeys, and helping residents move into homes quickly and smoothly.
What's in it for you:
- In addition to the salary, we offer a number of benefits, including:
- High street discount schemes
- Health cash plans
- 26 days annual leave, increasing to 29 after three years, with the opportunity to buy more
- Flexible bank holidays - take them when it suits you
- Car leasing scheme
- Hybrid working - offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity.
- We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.
What you'll be doing:
- Lead, support, and develop the Administration Hub team to deliver a high-quality service
- Allocate and prioritise workloads, ensuring tasks are completed accurately, efficiently, and on time
- Provide day-to-day supervision, coaching, and performance management, including 1:1s and development planning
- Act as the first point of escalation for complex queries, supporting the team to resolve issues quickly and effectively
- Monitor performance against KPIs, using data and insight to drive improvements
- Ensure systems and records are accurate, up to date, and GDPR compliant
- Work closely with internal teams and partners to ensure a smooth, joined-up service for residents
- Promote a strong customer-first culture, ensuring every interaction is professional and solution-focused
- Identify opportunities to improve processes, streamline workflows, and enhance efficiency
- Produce management reports and performance data for senior stakeholders
- Support onboarding and training of new team members
We'd love to hear from you if you:
- Have at least 2 years experience leading or supervising a team in an administrative or customer-focused environment
- Have strong organisational skills and can manage competing priorities
- Are confident using systems and working with data to monitor performance
- Have excellent attention to detail and take pride in accurate work
- Are a strong communicator who can motivate, support, and influence others
- Have experience handling complex queries and supporting problem-solving
- Are customer-focused and committed to delivering excellent service
- Have knowledge of housing processes such as lettings, voids, or decants (desirable)
- Are proactive, adaptable, and always looking for ways to improve
- Bring a positive, can-do attitude and enjoy leading from the front
If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email. We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
Operations Hub Team Leader - Leicester employer: PA HOUSING
At PA Housing, we pride ourselves on being an exceptional employer that values respect, integrity, and accountability. Our Operations Hub Team Leader role in Leicester offers a supportive work culture with flexible hybrid working options, generous annual leave, and opportunities for professional growth. Join us to lead a dedicated team in delivering outstanding service to our residents while enjoying a range of benefits designed to enhance your work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Hub Team Leader - Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PA HOUSING. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PA HOUSING before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Hub Team Leader - Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PA HOUSING:Your cover letter is your chance to shine! Tell us why you want to work at PA HOUSING specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PA HOUSING!
How to prepare for a job interview at PA HOUSING
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
