Customer Services Team Leader (Housing Repairs)

Reading Borough CouncilBennet Road, Reading, RG2Immediate StartOngoing Temporary Assignment£20.96 PAYE per hour37 Hours per Week

An exciting opportunity has arisen for an experienced Customer Services Team Leader / Repairs Team Manager to join a busy Housing Building Maintenance Service within a Reading-based local authority.

This is a full-time, office-based position managing a team of Technical Support Officers and Call Handlers, ensuring the delivery of a high-quality, responsive repairs and maintenance service to council tenants and residents.

The Role

You will lead the Housing Repairs Customer Service Team, ensuring residents receive an efficient, customer-focused service from initial contact through to job completion.

The postholder will be responsible for managing service performance, supporting continuous improvement initiatives, overseeing complaint resolution and ensuring a right-first-time approach to repairs administration.

Key Responsibilities

• Manage and support a team of Technical Support Officers and Call Handlers.
• Deliver a high-quality, cost-effective and resident-focused repairs service.
• Ensure customer enquiries and repair requests are managed efficiently from first contact through to completion.
• Promote a right-first-time approach to reduce avoidable customer contact.
• Monitor service performance and identify opportunities for improvement.
• Assist with complaints handling and service resolution.
• Ensure health and safety information relating to known property hazards is accurately communicated to trade operatives.
• Support the development and implementation of policies, procedures and service improvements.
• Contribute to the overall performance and development of the Housing Building Maintenance Service.
• Work collaboratively with internal departments, contractors and external partners.

Additional Requirements

Full clean driving licence

Access to a vehicle for work purposes

Qualifications

Good general standard of education. GCSE (or equivalent) in English and Maths, or demonstrable relevant experience. Evidence of customer service and operational management expertise.

Skills

Strong leadership and people management skills. Excellent customer service and communication skills. Ability to manage competing priorities and work under pressure. Strong problem-solving and decision-making abilities. Good organisational and administrative skills. Proficient in Microsoft Office applications, CRM systems and electronic document management systems.

Essential Requirements

Knowledge & Experience

Thorough knowledge of current housing issues, housing repairs and relevant legislation. Experience managing or supervising staff within a customer service, housing repairs or maintenance environment. Experience implementing policies and procedures. Experience working within a customer-focused service. Understanding of housing management and property maintenance services. Experience managing budgets and monitoring expenditure. Experience building effective partnerships and stakeholder relationships. Experience working within a politically sensitive environment.