Repairs Advisor Team Leader

**What are we looking for?**

We are looking for a great team leader to join our Repairs Team on a 12-month fixed term contract.

This role can offer hybrid working, meaning you will be required to be in the office for around 3 days a week with the rest being from home, this will be on a rota basis.

We’re happy to consider flexible working options for all our roles, and we’ll always do our best to keep your work and life in balance.

However, it’s important to note that we will need you to be in the office whilst you're training which usually last’s around 4-6 weeks, this is so we can get you get up to speed and ensure you are fully set up in your new role.

**So what’s the role all about?**

Reporting to the Repairs Services Manager, the Repairs Advisor Team Leader will manage, motivate, inspire, support and develop our repairs advisor team to ensure our customers experience a high quality level of service every time.

You will be working proactively with colleagues to develop and improve the repairs service and to achieving the shared PA ambition to deliver an award winning repairs service from the initial reporting of the repair through to completion.

**Some of the key tasks and responsibilities include**:

- Direct line management of the Repairs advisors approximately 9 full time equivalent repairs advisors. to include 121s and appraisals
- Ability to lead by example to inspire service excellence across all customer interactions, working to enhance our customer experience
- Work closely and constructively with colleagues and contractors to deliver an excellent customer focussed service
- Responsible for repairs service KPI’s and Develop KPI’s and SLA’s in line with the business
- To carry personal responsibility for the provision of tailored and effective training to your team, ensuring development plans are in place across your service
- Responsible for analysing current service performance and accurately resource plan
- Responsible for recruitment, employee engagement and development
- Requires competency in customer focus, change & innovation, relationship building influencing and inspirational leadership
- Offers effective positive and constructive feedback to drive performance
- Reduces call escalations through effective coaching and support and handle escalated calls
- Assist as training support new starters

**To be successful in this role, we’d be looking for the following**
- Experience in working in a Customer Services Environment
- Repairs experience and knowledge.
- Experience of managing and responding to complaints
- Experience of mentoring staff members

***What’s in it for you?**
We recognise that people are at the heart of our business and that success is dependant on enthusiastic and committed colleagues. We make sure they feel supported and encourage a culture of opportunity and learning to enable colleagues to fulfil their potential and make a real difference to people’s lives every day.

In return, we reward our staff for their dedication by offering competitive salaries and an excellent discretionary range of employee benefits some of which include:

- Performance related pay - We want to recognise exceptional performance and you can earn up to 10% on top of your base salary for achieving corporate and individual targets, and completion of all essential compliance tasks. We hold an annual awards event which celebrates colleagues’ success and achievements. In addition, we operate an annual bonus payment scheme based on monthly votes made by colleagues
- Access to the Simply Health Cash plan scheme for discounted optical, dental and health care bills
- Perkbox Rewards - Big discounts on high Street shops, cinemas, airport parking and hotels, savings with Apple, free coffee at Caffe Nero each month, download a free film each month and more
- Health and Wellbeing initiatives such as fitness classes, walking clubs, meditation sessions and more
- Travel to work perks such as Bike2Work Scheme, allowing you to purchase a bike under salary sacrifice & 0% Season ticket loans for bus and train tickets
- Upon successful to completion of your probationary period, we offer our colleagues an interest free loan of up to £5,000 to assist with general living costs

**& much more Check out our handy benefits flyer**

**to see what else we can offer you**

**Do you care about the same things we do?**

We have three values we work by. When we meet, we’ll need you to show us how they are important to you too.
- We always do the right thing: We offer the best quality service that we can.
- We’re there when you need us: We listen and take action ensuring we deliver on our promises.
- We never give up: We are courageous in our pursuit of growth to provide more quality affordable homes.

**Our EDI Policy**:
**So who are we?**

PA Housing is an award winning provider of affordable, quality homes, but our business is about more than property - it’s about people. We aim to p