Do you thrive in a fast-paced environment where no two days are the same and love leading teams who keep customers safe around the clock?
We’re looking for a confident and proactive Team Leader to join our Service 24 department. You’ll lead a team providing a vital Out of Hours Emergency Repairs service and social alarm monitoring, while also guiding night-shift colleagues who focus on customer email handling, admin tasks and supporting wider services with essential resident data updates.
This isn’t your typical leadership role it’s varied, hands-on and central to keeping the organisation running smoothly, day and night.
You will be working from 10pm to 8am, on a 4 on, 4 off pattern. Please be aware this role will require you to be in the office with no option for homeworking.
This is a 6 month Fixed Term Contract, running until 5th June 2026.
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
What you’ll be doing
* Managing Senior Coordinators and overseeing Operators across a busy 24-hour, multi-channel service.
* Supporting night-shift operations including managing email queues, ensuring SLA compliance and overseeing key admin tasks that don’t require customer contact.
* Monitoring performance data, identifying trends, and providing reports to senior managers.
* Leading recruitment, induction, and ongoing development of Service 24 colleagues.
* Coaching and motivating the team to deliver exceptional customer experiences.
* Managing the 24-hour duty rota and ensuring resources are planned effectively.
* Overseeing Service 24 budget spend, including forecasting and monitoring.
* Conducting regular 1:1s, team meetings and contributing to wider management discussions.
* Handling frontline calls when required and responding to Stage 1 complaints, ensuring service improvements are implemented.
* Assisting with MP, Councillor or Ombudsman enquiries by providing timely information.
What we’re looking for:
We’re after someone who’s confident, resilient, and thrives in a fast-paced environment. Someone who can stay calm under pressure, support others, and keep everything running like clockwork.
You’ll bring:
* Strong team leader or management experience, ideally within a contact centre or fast-paced customer service environment.
* Excellent communication skills and the ability to build strong relationships at all levels.
* Experience using CRM systems and good IT skills, plus familiarity with call or voice recording software.
* A proactive, solutions-focused approach and confidence managing performance.
* Financial awareness and the ability to support with budget monitoring.
* Housing sector experience would be an added bonus, but not essential.
* Confidence managing email-based workloads and meeting SLAs.
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 recruitment@pahousing.co.uk - 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.