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About the Role
Help keep complex repairs cases coordinated, progressed and on track. We’re looking for a Senior Repairs Customer Resolution Officer to join our Housing Assets & Repairs service. You’ll supervise the Repairs Services Officer and Repairs Technical Administration Officer, coordinating workloads and priorities, setting clear expectations and supporting performance and effective team delivery. You’ll lead the day-to-day coordination and progression of complex repairs and disrepair cases, investigating issues, following up outstanding works and actions and making sure residents receive clear and effective responses. Working across residents, contractors, repairs and technical teams and other Housing services, you’ll help unblock issues, coordinate action and make sure cases are progressed through to resolution. You’ll also take ownership of complex complaints and customer issues, monitor contractor delivery and identify cases or risks that need management or technical input.
Responsibilities
- Supervise the Repairs Services Officer and Repairs Technical Administration Officer, coordinating workloads and priorities, setting clear expectations and supporting performance and effective team delivery.
- Lead the day-to-day coordination and progression of complex repairs and disrepair cases.
- Investigate issues and follow up on outstanding works and actions.
- Ensure residents receive clear and effective responses.
- Unblock issues, coordinate action, and ensure cases are progressed through to resolution by working across residents, contractors, repairs and technical teams, and other Housing services.
- Take ownership of complex complaints and customer issues.
- Monitor contractor delivery.
- Identify cases or risks that require management or technical input.
Requirements
- Experience of working within responsive repairs.
- Experience of managing or progressing complex repairs, property or customer cases through to resolution.
- Confidence investigating complex cases and reviewing information.
- Ability to identify necessary actions and resolve issues within the area of responsibility or escalate them appropriately.
- Experience of coordinating or supervising the work of others.
- Strong customer service skills.
- Strong communication skills.
- Strong negotiation skills.
- Comfortable dealing with complex or challenging resident issues.
- Ability to manage competing priorities.
- Ability to work across contractors, colleagues, and other services to achieve timely resolution.
Skills
- Customer service
- Communication
- Negotiation
Location
- Croydon
Work Type
- Permanent
- 36 hours per week
- Flexible and agile working in line with service requirements
Experience Level
- Senior
Salary/Compensations
- Grade 7 £39,519- £40,575p.a.
Benefits
- Fantastic benefits
- Local Government Pension Scheme
- Up to 31 days annual leave subject to eligibility plus Bank Holidays
- Family-friendly provisions
- Flexible and agile working in line with service requirements
- 24/7 Employee Assistance Programme support
About the Company
- Croydon Council's priorities: The Council balances its books, listens to residents, and delivers good sustainable services.
- Get a grip on the finances and make the council financially sustainable.
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses.
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors.
- Ensure good governance is embedded and adopt best practice.
- Develop our workforce to deliver in a manner that respects the diversity of our communities.
- Key business plan outcomes: Croydon is a place of opportunity for business, earning and learning.
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential.
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home.
- People can lead healthier and independent lives for longer.
- Croydon Council’s new ways of working.
Equal Opportunity
- Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
- We guarantee an interview to disabled applicants who meet the minimum criteria for the role.
- As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
- Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
- The Successful candidate will be subject to a DBS check, if the role requires one.