Customer Repair Agent TAFF201

Taff Housing; Cardiff; On-site; GBP 27,000 - 33,000; Full time

Job summary

Taff Housing in Cardiff is seeking a Customer Repair Agent to join our Customer Repairs Team. You will be the first point of contact for repair requests, triaging effectively and allocating works to maintain our homes to the required standard.

You will support surveyors and repairs operatives to deliver an excellent repairs service, aiming for high customer satisfaction. The role requires strong communication, problem-solving, and a commitment to learning and growing within our housing

Qualifications

• Experience in scheduling repairs for domestic properties.
• Experience in customer-facing environments handling difficult situations.
• Experience in property or related service industry.
• Understanding of housing legislation WHQS 2023 & FFHH 2022.
• Good ability to ask questions to diagnose problems clearly.
• Strong written and spoken communication; able to tailor messages.

Responsibilities

• Act as the first point of contact for repair requests and triage them.
• Allocate works to appropriate operatives in line with priority timescales.
• Support surveyors and repairs team to deliver quality repair services.
• Ensure timely and accurate communication with tenants and stakeholders.

Skills

Scheduling repairs

Customer facing

Property/service industry

Legislation knowledge WHQS FFHH

Questioning technique

Verbal and written communication

Negotiation and interpersonal skills

Information sharing

Job description

Customer Repair Agent - £30,433 per annum

We are seeking a highly motivated Customer Repair Agent to join our Customer Repairs Team. You will need to be passionate about delivering a first-class service to our customers while ensuring our homes are maintained to this standard. You will act as the first point of contact for repair requests, ensuring these are effectively triaged and works are allocated appropriately in line with our priority timescales. You will provide support to operatives to ensure that we deliver an excellent repairs service to our customers and achieve excellent customer satisfaction results. To succeed in this role, you must demonstrate commitment and dedication to our work, along with a strong eagerness to learn and grow. So, if you have experience of working in a customer contact team environment, or are seeking an exciting and rewarding role, we’d love you to take a look at the job pack and apply.

What You’ll Do...

Taff are committed to providing good quality, affordable and safe homes and this role is key to doing that. You will need to be passionate about delivering a first-class service to our tenants while ensuring our homes are maintained to this standard. You will act as the first point of contact for repair requests, ensuring these are effectively triaged and works are allocated appropriately in line with our priority timescales. You will provide support for our surveyors and repairs team operatives to ensure that we deliver an excellent repair service to our tenants to achieve excellent customer satisfaction results.

What You’ll Bring To The Role...

• Experience in the scheduling of repairs to domestic properties using scheduling software
• Experience of working in a customer facing environment, dealing with difficult and complex situations
• Experience in property or related service industry
• Understanding of legislation related to housing associations, specifically WHQS 2023 & FFHH 2022
• Good questioning technique to enable clarification and accurate diagnosis of problems
• Ability to communicate effectively both verbally and in writing and to tailor communication accordingly to a range of audiences and circumstances
• Good negotiation and interpersonal skills
• Ability to share information with colleagues and stakeholders at a variety of levels

Other Useful Information

We welcome any questions in advance of an application, or if there is something that matters to you and we haven’t covered in the job pack, then please get in touch with Darren Williams-Hackett at [e-mail]

Full details of the role can be found in the job pack - Customer Repair Agent Job Pack

Closing Date: Monday, 23rd November 2026

Interview Date: Friday, 4th December 2026

We are committed to building a diverse and inclusive workplace that reflects the community we serve, and we actively encourage applications from all backgrounds.