Housing Repairs Resolution Specialist

Croydon Council; Greater London; Hybrid; GBP 34,000 - 35,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Up to 31 days annual leave

Flexible and agile working

Employee Assistance Programme

Job summary

Croydon Council is seeking a Repairs Customer Resolution Officer (Career Grade 5–6) to support the Housing Repairs service in Croydon. The role involves investigating and progressing complex repairs and disrepair cases, coordinating with repairs teams and contractors, and keeping residents informed throughout the process.

You don’t need prior housing/repairs experience at Grade 5; strong customer service, organisation and communication skills are essential, with a practical, collaborative

Qualifications

• Experience of customer service or dealing directly with the public.
• Experience of organising and progressing work or cases and following actions through.
• Strong communication and customer service skills.
• Good organisation and the ability to manage competing priorities.
• A practical approach to problem solving and knowing when to ask for technical or management support.
• Good IT, literacy and numeracy skills.
• The ability to work effectively with others to resolve queries and issues.
• A willingness to develop your knowledge of responsive repairs, disrepair and property defects.

Responsibilities

• You’ll join our Housing Repairs service, supporting the investigation and progression of complex repairs and disrepair cases.
• You’ll help keep cases moving by gathering information, monitoring outstanding works, coordinating with repairs teams and contractors and keeping residents informed.
• You’ll respond to follow‑up enquiries and complaints, maintain accurate records and help make sure agreed actions are followed through.
• As you develop, you’ll build your knowledge of responsive repairs, property defects and the wider repairs service and take on more responsibility for progressing cases and resolving issues.

Skills

Customer service

Case progression

Communication

Organisation

Problem solving

IT literacy

Teamwork

Learning attitude

Job description

Croydon Council is seeking a Repairs Customer Resolution Officer (Career Grade 5–6) to support the Housing Repairs service in Croydon. The role involves investigating and progressing complex repairs and disrepair cases, coordinating with repairs teams and contractors, and keeping residents informed throughout the process.

You don’t need prior housing/repairs experience at Grade 5; strong customer service, organisation and communication skills are essential, with a practical, collaborative