Demand Triage Team Leader

£34,753 | The Maltings, Bath | Hybrid

Permanent | 37 hours per week

Your Drive. Our People. Together We Deliver Results.

The Demand Triage Team Leader plays a vital role in protecting our customers, homes and resources. We pride ourselves on delivering safe, compliant services and making decisions that reflect our customer commitment and regulatory responsibilities.

Based within Property Maintenance, this role leads the triage and validation of demand entering Responsive and Specialist Works. Acting as the single gateway for repair requests, it ensures only appropriate, value-adding works progress to delivery while working closely with Estates, Assets and Tenancy Services.

Through clear, evidence-based decisions, the postholder improves customer outcomes and prevents avoidable spend. Their leadership strengthens trust, consistency and resilience across our services.

What you'll be doing

• Lead and oversee compliance and administrative activity across Awaab’s Law, Larger Works and HHSRS, ensuring robust governance and control.

• Act as the single triage gateway for all repair and specialist work requests, applying clear validation criteria to ensure alignment with customer commitments, asset strategy and statutory obligations.

• Approve and prioritise only genuine, risk-based and value-adding works for progression to Specialist Works.

• Build service resilience by removing single points of dependency and strengthening cross-cover within compliance administration.

• Collaborate proactively with Estates, Assets and Tenancy Services to ensure accurate, high-quality information informs decision-making.

• Use data and insight to identify trends, root causes and early intervention opportunities that reduce repeat demand.

• Drive financial efficiency by constructively challenging non-material works and preventing avoidable expenditure.

• Lead continuous improvement of triage processes, policies and compliance controls.

• Investigate enquiries and complaints relating to triage decisions, providing clear, evidence-based responses aligned to policy and tenancy obligations.

• Ensure full compliance with health and safety legislation and statutory repair duties.

• Promote a culture of accountability, consistency and customer-focused decision-making.

• Lead, develop and performance-manage the team through high-quality briefs, 1-1s and development reviews, while maintaining a strong health and safety culture.
  

What you'll get in return

Beyond a salary of £34,753 and the chance to make a difference every day, you'll get:

• 26 days annual leave per year (plus bank holidays), increasing to 29 days

• Your birthday off as an extra holiday

• Up to 10% matched pension contribution

• Hybrid working (3 days in office, 2 days at home)

• Flexible benefits which might include a Health Cash Plan

• Access to an Employee Assistance Programme for your wellbeing
  

More about you

• Strong knowledge of customer commitments, tenancy agreements and complaints handling within a social housing context.

• Experience in property maintenance, housing management or a related environment.

• Ability to interpret complex repair, compliance and asset information, making balanced, risk-based decisions.

• Highly analytical, using data to identify trends, root causes and efficiency opportunities.

• Commercially aware, with a clear focus on value for money and resource optimisation.

• Confident collaborator, able to influence and build credibility across teams and seniority levels.

• Organised and decisive, with the ability to prioritise competing demands effectively.

• Highly skilled communicator, able to handle complex, sensitive or contentious matters with clarity and professionalism.

• Resilient, objective and consistent in judgement.

• Proven leader who inspires, motivates and drives performance through a results-focused approach.
  

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone --- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk