Customer Repair Agent Taff201

Taff Housing Association; Cardiff; On-site; GBP 26,000 - 35,000; Full time

Job summary

Taff Housing Association in Cardiff requires a Customer Repair Agent to act as the first point of contact for repair requests, triage effectively and allocate works in line with priority timescales. You will support the repairs team to deliver a reliable and customer-focused service to our tenants.

The role emphasizes clear communication, handling complex situations, and maintaining knowledge of housing standards.

Qualifications

• Experience scheduling repairs to domestic properties using scheduling software.
• Experience in a customer-facing environment handling difficult situations.
• Experience in property or related service industry.
• Understanding of WHQS 2023 & FFHH 2022 legislation.
• Good questioning technique to diagnose problems clearly.
• Ability to communicate effectively both verbally and in writing.
• Strong negotiation and interpersonal skills.
• Ability to share information with colleagues and stakeholders at various levels.

Responsibilities

• Act as the first point of contact for repair requests, triage effectively and allocate works in line with priority timescales.
• Provide support for surveyors and repairs team operatives to ensure excellent service delivery.
• Contribute to achieving high levels of customer satisfaction through accurate and timely responses.

Skills

Scheduling software

Customer facing

Property industry

WHQS FFHH legislation

Questioning technique

Verbal and written communication

Negotiation 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]

Interview Date: Thursday, 15th October 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.