The role
We’re excited to offer a brilliant opportunity to join our Contract Services Team as a Case Management Team Leader. In this role, you’ll lead and inspire our Case Management Officers and Disrepair Coordinators, ensuring we deliver an exceptional service to customers and colleagues across all legal and non‑legal disrepair enquiries. You’ll be the driving force behind effective case handling, working closely with internal and external stakeholders, overseeing the customer journey, and ensuring all support functions within Case Management run smoothly.
You’ll monitor team performance, set clear and achievable targets, and provide coaching to help individuals thrive. You’ll also ensure complaints, enquiries and disrepair cases are managed within agreed timescales, giving priority to escalated or sensitive cases to secure the best possible outcomes. This is a fantastic opportunity for a confident leader who enjoys problem‑solving, improving processes, and motivating others to deliver high‑quality, customer‑focused results. You’ll be based at our Farringdon office, with the option for working in a hybrid way when appropriate and as agreed with your manager.
What you’ll need
- Strong people management experience, commitment to delivering excellence through others and nurturing a collaborative one team working approach.
- The ability to employ people management strategies that provide stability in people resources, supporting wellbeing and developing talent for the future.
- The ability to adapt your style to ensure everyone can perform at their best, feeling included and valued.
- You’ll be empathic and consider all ADR issues from an equal footing.
- The ability to resolve issues adopting a pragmatic and assertive manner whilst maintaining great people skills.
In your supporting statement, it is important that you address how you meet each of the above criteria providing real examples.
Closing Date: Tuesday 7th July 2026 at 23:59 (We may close the advert early if we receive a suitable number of applications).
Applying for roles with us
About us
At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own!We also understand the difference that safe, secure, and affordable homes can make to people’s lives.
A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.
What's in it for you
- Pension
- Life assurance
- Healthcare cash plan
- Eyecare & dental
- Birthday leave
- Retailers discounts
- Cycle to work
- Buy & sell annual leave
- Season ticket loan
- In-house academy & career development
- Flexible working
Inclusion and Diversity
We work hard to create a diverse and inclusive culture and environment where people are respected for who they are. Encouraging inclusion is not just about protected characteristics, it’s about celebrating differences of thought, opinion, experience and perspective of each individual. We’re all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.
Work Location: In person
