Complex Repairs Lead — Delivery & Resolution Champion

Peabody; Basildon; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

30 days annual leave

Pension contribution up to 10%

Life assurance at 4x salary

Flexible benefits scheme

Employee Assistance Programme

Learning and development opportunities

Job summary

Peabody’s Complex Repairs Lead (Delivery Support) role is based at Pitsea, overseeing the North West London Region. You will drive complex repairs, resolutions to complaints, and property services improvements across our housing portfolio, coordinating with contractors and complaint handlers to deliver better outcomes for residents.

The ideal candidate brings repairs or property services coordination experience, strong customer service and problem-solving skills, plus IT literacy (Excel) and the

Qualifications

• 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.

Responsibilities

• 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.

Skills

Repair coordination

Customer service

Problem solving

Organisational skills

Communication

Analytical skills

Tools

Excel

Job description

Peabody’s Complex Repairs Lead (Delivery Support) role is based at Pitsea, overseeing the North West London Region. You will drive complex repairs, resolutions to complaints, and property services improvements across our housing portfolio, coordinating with contractors and complaint handlers to deliver better outcomes for residents.

The ideal candidate brings repairs or property services coordination experience, strong customer service and problem-solving skills, plus IT literacy (Excel) and the