Your newpany
A charitable housing association based in London, providing safe, secure and affordable homes for localmunities across west and southwest London.
Your new role
This role is responsible for leading a busy customer service and repairs coordination team. You will ensure high‑quality service delivery across all contact channels, drive performance andpliance, and work collaboratively with operational teams to support an efficient end‑to‑end repairs service.
1. Oversee the day‑to‑day running of the team, including managing escalations, call listening, and digital contact reviews in line with quality standards.
2. Ensure all customer queries are resolved quickly, accurately and professionally across all channels, maintaining excellent service levels and reducingplaints.
3. Lead team performance through regular 1:1s, coaching, reviews and structured inductions. Use performance tools and systems to monitor progress and achieve team objectives.
4. Report on daily performance metrics, workload, and work in progress to ensure transparency and accountability.
Operational Coordination
5. Manage all returned or rejected appointments to ensure swift resolution and minimal service disruption.
6. Liaise closely with internal teams to identify works requiring special attention and ensure necessary materials or resources are available.
7. Allocate resources effectively to maximise productivity and ensure smooth workflow within the service.
8. Reduce first‑point‑of‑contactplaints by ensuring thorough investigation, resolving issues promptly, and escalating appropriately when needed.
Repairs & Scheduling Support
9. Work collaboratively with repairs partners, technicians, supervisors and subcontractors to support the delivery of an efficient and productive repairs service.
10. Manage and review the scheduling of repairs to meet operational requirements, ensuring SLAs and turnaround times are consistently achieved.
What you'll need to succeed
Experience
11. Proven experience managing a customer‑facing team and delivering exceptional service standards.
12. Strong ability to investigate, assess and respond to situations quickly and effectively.
13. Background in project delivery or operational coordination.
14. Confident IT user with proficiency in Word, Excel, databases and email systems.
Key Behaviours
15. A strong role model who embodies the organisation’s values through actions and leadership.
16. Clear, authenticmunicator who can adapt their style to suit different customers and colleagues.
17. Practical problem‑solver who makes clear, confident decisions without oveplicating issues.
18. Collaborative mindset, working effectively across departments to improve service delivery.
19. Digitally confident, able to learn new systems quickly and use them to enhance the customer experience.
20. Strong organisational skills with the ability to prioritise what will have the biggest impact.