We are currently working in partnership with a Social Housing Provider based in the West Midlands, who are recruiting for a Disrepair Team Leader on a temporary three-month contract. The position is due to start immediately and offers an hourly rate of pay between £30 - £35 on an umbrella basis.
The ideal candidate will have proven experience in leading and developing a high-performing customer service team, ideally within a social housing environment
Duties will include (but are not limited to):
1. Line managing a team of Healthy Homes Coordinators and Case Handlers
2. Leading and developing a Healthy Homes team managing disrepair claims and property hazards including condensation, damp and mould, fostering high performance and a customer focused culture
3. Overseeing triage, prioritisation and case management in line with Awaab's Law and regulatory timescales, monitoring workloads and driving accountability across case handlers and coordinators
4. Managing legal disrepair claims in accordance with housing legislation and protocol, liaising with legal advisors and ensuring GDPR compliant information disclosure and governance reporting
5. Collaborating with surveyors, Service Delivery, Investment and Priority Works teams to coordinating emergency, major and specialist repairs, ensuring safe outcomes for customers
6. Engaging directly with customers to resolving complaints, agreeing remedial actions and compensation where appropriate, preventing unnecessary escalation to the Housing Ombudsman
7. Analysing performance data and undertaking root cause analysis of disrepair and CD&M cases to informing proactive maintenance strategies and continuous service improvement
Experience required:
8. Proven experience managing and developing a high performing customer service team
9. Experience working within social housing or a regulated housing environment
10. Strong knowledge of disrepair processes and housing legislation
11. Experience handling complex complaints and legal claims
12. Demonstrable ability to manage performance, workload and service delivery targets
Working hours:
13. 40 hours per week
14. Monday - Friday
Please note that you require recent experience to apply for this role.
James Andrews is acting as an employment agency and business in relation to this role.
At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.
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