Salary: £36,051 per annum, rising to £37,583 after probation.
Employment type: Permanent
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 Voids, Lettings, Decants, and Home Moves services.
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….
* 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 across Voids, Lettings, Decants, and Home Moves
* 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
* Oversee key processes such as void turnaround support, property advertising, tenancy changes, and customer communications
* 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
What we’re looking for:
* Have 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
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