Connecting to LinkedIn...

Housing Response Team Leader

Contract Type: Permanent
Location: Kensington and Chelsea, London
Salary: £37000 - £38000 per annum
REF: EM12112_1636714707
Contact Name: Elle Muller
Contact Email:
Job Published: 23 days ago

Job Description

Housing Response Team Leader
Perm, full time role
Hybrid working
£37-38K per annum
West London

We currently have an excellent opportunity for a Housing Response Team Leader to join a Social Housing company based in West London.

Providing leadership and operational management to the Housing Response Team, in order to deliver a great customer experience.


  • Supporting The Housing Response Team by ensuring they have the appropriate tools, training and understanding to deliver consistent, exceptional customer service
  • Support the daily running of the Housing Response Planning Team, including sourcing equipment, effective resource planning and applying planning strategies and operations.
  • Develop strong relationships with Managers, operatives, contractors and third parties to gather information and resolve issues quickly.
  • Respond to enquiries from external customers, internal customers and stakeholders by telephone, email and through apps
  • Motivate, coach and encourage Housing Response and contractors to deliver the best services to residents.
  • Ensure performance frameworks are in place to monitor and measure performance and for performance issues to be identified and addressed early
  • Analyse Officer performance against KPI's, provide support for individual needs, and address concerns and development needs.
  • Collaborate with all service areas to increase awareness of challenges and ways to improve
  • Conduct regular checks to make sure all queues and workstreams are effectively managed and within timescales
  • Monitoring on quality standards to minimise errors and elevate performance levels
  • Assisting with information about complex customer complaints or enquiries
  • Organise shift patterns and number of staff required to meet demand
  • Ensuring all relevant communications and data are updated and recorded
  • Prepare reports on statistics, rates and performance levels
  • Assist with the development of digitalised self-service.
  • Deputise for other Team Leaders and Managers as required

If you are interested in this role, please give Elle a call on 0207 248 7000 or apply with your CV.


Keywords: Housing Response Team Leader, Property Maintenance, Repairs, Planning, West London