Customer Repair Agent TAFF201

Hollybank Trustees Ltd; Cardiff; On-site; GBP 26,000 - 35,000; Full time

Job summary

Taff Housing Association in Cardiff is seeking a Customer Repair Agent to be the first point of contact for repair requests, triaging tasks and allocating works to keep our homes safe and well maintained.

You will support surveyors and repairs operatives, bringing experience in scheduling, customer communication, and housing legislation to help deliver high customer satisfaction.

Qualifications

• Experience in scheduling repairs to domestic properties using scheduling software.
• Experience in a customer-facing environment, handling difficult and complex situations.
• Experience in property or related service industry.
• Understanding of housing association legislation, WHQS 2023 & FFHH 2022.
• Good questioning technique to diagnose problems clearly.
• Ability to communicate effectively both verbally and in writing.
• Good 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 and triage priorities.
• Allocate works to repairs team operatives in line with priority timescales.
• Provide support to surveyors and repairs operatives to deliver a quality service.
• Contribute to achieving excellent customer satisfaction results.

Skills

Repair scheduling

Customer facing

Property services

Housing legislation

Questioning technique

Verbal & written communication

Negotiation skills

Stakeholder sharing

Job description

Location: On site / Cardiff, UK
job type: Permanent / Full-time
Sector and subsector: Housing | Housing Association
AnnualFixed salary:£ 30433.00

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. Jobs - Taff Housing Association

Please complete the Equal Opportunities form as part of your application - Equal Opportunity form . This information is essential for us to monitor and promote equality and diversity throughout our recruitment process. Your responses will remain confidential and used only for reporting purpose.

Right to work in the UK - If your right to work in the UK has any restrictions, i.e. limited hours of work per week, could you confirm that your employment in this role will not breach those restrictions? *

Right to work in the UK - Could you confirm that you have a valid right to work in the UK? *We are unable to offer sponsorship for this role at any point during your employment.

The role you are applying for may be exempt from the Rehabilitation of Offenders Act 1974, and therefore subject to a Disclosure and Barring Service (DBS) check. This may be at the Enhanced level, which means that both spent and unspent convictions could be disclosed. If this applies to you, you will have the opportunity to discuss with us any offences or matter that may be relevant to the post. Any disclosed information will only be considered if relevant to the role you're applying for.

If you have any unspent convictions or cautions under the Rehabilitation of Offenders Act 1974, please provide details including the date, nature of the offence, and outcome. If you are shortlisted for interview, you will be asked to discuss this information further. If you do not have any unspent convictions or cautions, please state: ‘Not applicable’.

Taff is committed to addressing the underrepresentation of people from ethnic minority communities. As part of this commitment, we aim to guarantee an interview for at least one or more candidates from an ethnic minority background who meets the essential criteria for the role. Do you consent to us applying this approach to your application?

Taff is committed to addressing the underrepresentation of people with disabilities. As part of this commitment, we aim to guarantee an interview for any candidate with a disability who meets the essential criteria for the role. Do you consent to us applying this approach to your application?

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