Repairs and Maintenance Adviser

Islington and Shoreditch Housing Association; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading housing association as a Repairs and Maintenance Adviser, where you'll be the first point of contact for residents needing support. In this role, you'll ensure that homes remain safe and well-maintained, while promoting high-quality customer service. If you're solution-focused and passionate about helping others, this is the perfect opportunity for you.

Qualifications

• Experience in delivering excellent customer service, ideally in a fast-paced environment.
• Strong communication skills and ability to handle multiple tasks.
• Ability to work collaboratively with others.

Responsibilities

• First point of contact for residents reporting repair issues via phone and email.
• Work closely with contractors and surveyors to provide high service standards.
• Provide advice and reassurance to residents with a focus on clear communication.

Skills

Customer Service

Communication

Problem-Solving

Job description

Application Process

Please send your CV with a cover letter. To improve your chances of being shortlisted, your covering lettermustanswer these questions [maximum 300 words each answer]. Tell us:

1. After reading the job description and person spec, why you feel you are a great fit, and how your experience matches the skills and requirements of the role?
2. About a challenge you’ve experience when managing the expectations of a customer/resident/client. What happened? How did you navigate it, and what did you learn?
3. About a time when you have actively listened to help you understand a customer/resident/client’s issue – tell us a little bit about what happened, and what was the outcome. We’re interested in how your listening skills benefited the situation.
4. When completing multiple tasks with competing deadlines, how do you prioritise?
5. Anything else you want to share with us about you relevant to this role or working at ISHA.

Please note:We are only able to accept applications from candidates with eligibility to currently work in the UK.

Deadline: 09:00 on Monday 07 July 2025
Interview: TBC

Requirements

Are you passionate about delivering high-quality services that make a real difference in people’s lives?
Do you have a strong understanding and demonstrable experience of delivering excellent customer service (preferably in a face-paced environment such as a call centre). If so, we’d love to hear from you!

At ISHA, we believe everyone deserves a safe, secure, and affordable home. As a trusted social housing provider, we’re proud to support vibrant communities and improve the lives of our residents every day. We’re looking for a Repairs and Maintenance Adviser who shares our values and wants to join a team who keep residents at the heart of everything we do.

As a Repairs and Maintenance Adviser, you’ll be the first point of contact for residents reporting repairs or needing some support. You’ll play a critical role in ensuring our homes are well-maintained, safe, and responsive to residents’ needs. We're on the lookout for a Repairs and Maintenance Adviser who's ready to roll up their sleeves, dive into the task at hand, and is a person who enjoys collaborating with colleagues.

This is a fantastic opportunity for a Repairs and Maintenance Adviser to join our Assets and Repairs Team, which makes up one element of the wider Housing and Neighbourhoods directorate. The team is led by an Assets and Repairs Manager with a small team of Repairs and Maintenance Advisers, a Disrepair Coordinator, two Surveyors and a Senior Building Surveyor. Whilst we may be small, we’re perfectly formed.

This role will suit you if you have a strong commitment to resident/customer/client satisfaction are passionate about delivering excellent customer service. Ideally, we hope that you’ll come to us with experience of working in a repairs and maintenance environment but it’s not a deal breaker if you haven’t (your transferable skills are just as important to us). We need someone who is a strong, solution-focussed, communicator who works compassionately towards others.Resilience, curiosity and a good sense of humour will serve you in good stead for this role.
If this sounds like you, and you’re ready to make a meaningful impact in your job, apply today.

Some key responsibilities include:

• Act as a first point of contact for residents reporting repair issues (on the phone and via email)
• Work closely with contractors, surveyors, and housing officers to ensure high service standards
• Provide advice and reassurance to residents with a focus on clear communication and care
• Work as part of a team – share best practice and promote continuous improvement for yourself, the service, and colleagues.