Complex Repairs Lead

PEABODY COMMUNITY FOUNDATION; Basildon; On-site; GBP 42,000 - 55,000; Full time

Benefits offered by this job

30 days annual leave

Pension scheme

Life cover 4x salary

Flexible benefits

Employee Assistance Programme

Training & development

Job summary

Peabody is seeking a Complex Repairs Lead (Delivery Support) based in Pitsea, covering the North West London Region. You will manage complex repairs, coordinate with contractors and complaint handlers to deliver timely resolutions.

The role focuses on improving resident outcomes, investigating repair histories and driving service-improvement projects within our Repairs Team. Interviews will be conducted in person at our Pitsea office.

Qualifications

• Experience coordinating repairs and related projects.
• Strong customer service and resident-outcome focus.
• Excellent problem-solving for complex cases.
• Good multi-priority organization in a fast-paced environment.
• Clear written and verbal communication with customers and stakeholders.
• Strong analytical skills for service trends and issues.

Responsibilities

• Coordinate complex repairs and escalated cases through to resolution.
• Collaborate with contractors, regional property services teams and complaint handlers.
• Investigate repair histories to identify root causes and improvements.
• Act as primary point of contact for customers throughout case lifecycle.
• Support service-improvement initiatives and ad-hoc projects.
• Produce reports and analyze data to identify trends.

Skills

Complex repairs

Escalated cases

Stakeholder management

Data analysis

Reporting

Customer service

Tools

Microsoft Excel

CRM systems

Job description

The following content displays a map of the jobs location - Pitsea

Complex Repairs Lead

Our Vacancy

Complex Repairs Lead (Delivery Support) – Driving Better Outcomes for Customers

You will be based out of Pitsea and will be looking after the North West London Region.

Are you experienced in repairs, complaints resolution or property services coordination? Do you enjoy solving complex problems, working with multiple stakeholders and seeing cases through to a successful conclusion? If so, we'd love to hear from you.

As a Complex Repairs Lead (Delivery Support), you'll play a key role within Peabody's Repairs Team, supporting the delivery of responsive repairs, complaint resolution and property services across our housing portfolio. Working within a fast-paced and customer-focused environment, you'll take ownership of complex and escalated repair cases, helping to improve services and deliver better outcomes for our residents.

What you'll be doing

• Manage and coordinate complex repairs, escalated cases and complaint-related repairs through to resolution.
• Work closely with contractors, regional property services teams and complaint handlers to ensure repairs are completed effectively and efficiently.
• Investigate repair histories to identify root causes, service failures and opportunities for improvement.
• Act as a key point of contact for customers, keeping them informed throughout the lifecycle of their case.
• Support service improvement initiatives and ad-hoc projects across Property Services.
• Build strong relationships with internal teams and external contractors to remove barriers and drive positive outcomes.
• Provide support to operational teams and assist with contractor and colleague enquiries when required.
• Produce reports, analyse data and help identify trends that support continuous improvement.

What you'll bring

• Experience coordinating repairs, maintenance programmes, complaints or property-related projects.
• Strong customer service skills and a commitment to delivering excellent resident outcomes.
• Excellent problem-solving abilities with the confidence to manage complex and challenging cases.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to engage confidently with customers, contractors and stakeholders.
• Strong analytical skills and experience investigating service issues and identifying solutions.

Essential Requirements

• Experience within repairs, property services, housing maintenance or a related customer-focused environment.
• Experience coordinating work programmes, projects or complex casework.
• Proven ability to investigate issues and drive cases to successful resolution.
• Strong stakeholder management and relationship-building skills.
• Excellent attention to detail and ability to manage competing demands.
• High level of IT literacy, including strong Microsoft Excel skills.
• Experience analysing and reporting on performance data and service trends.

Why Join Us?

When you join Peabody, you're joining a team guided by our values:

Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.

You'll be part of a team committed to improving services, resolving customer issues and delivering high-quality homes and repairs for our residents.

What We Offer

• 30 days annual leave, plus bank holidays
• Up to 10% pension contribution
• Life assurance at 4x salary
• Flexible benefits scheme
• Employee Assistance Programme
• Ongoing learning and development opportunities

Please read before applying

Interviews will be in person at our Pitsea office on Tuesday 3rd November.

• This role sits within our centralised Repairs and Property Services function.
• You may be required to visit contractor offices and operational sites as part of the role.
• Flexibility to support service priorities and ad-hoc projects is essential.
• You must have the right to work in the UK. Peabody is unable to provide visa sponsorship for this role.

Got questions? Reach out to George Murphy, Talent Specialist, at [e-mail]

We reserve the right to close this advert early should we receive a high volume of suitable applications.