Repairs Customer Resolution Officer

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

Job Description

Salary range: Career grade starting at Grade 5 £34,104 - £35,109p.a. plus fantastic benefits and working towards grade 6

Job Description

Salary range: Career grade starting at Grade 5 £34,104 - £35,109p.a. plus fantastic benefits and working towards grade 6

Contract: Permanent

Hours of work: 36 hours per week

Location: Croydon

Repairs Customer Resolution Officer – Career Grade 5–6

Start your career in Housing Repairs and help get repairs issues resolved for Croydon residents.

The role

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.

What We’re Looking For

You don’t need previous Housing or repairs experience to join us at Grade 5.

We’re Looking For Someone With

• 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.

Why join us?

This is an opportunity to build a career in Housing Repairs, gaining practical experience while helping make sure residents’ repairs issues are properly followed up and progressed.

You’ll also benefit from the Local Government Pension Scheme, up to 31 days annual leave subject to eligibility plus Bank Holidays and the option to purchase additional leave, career development opportunities, family-friendly provisions, flexible and agile working in line with service requirements, and access to our 24/7 Employee Assistance Programme.

Application closing date: Friday 2 October 2026

Assessment/Interviews: Week Commencing 9 November 2026

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We guarantee an interview to disabled applicants who meet the minimum criteria for the role.

About Us

Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key Business Plan Outcomes

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.

The Successful candidate will be subject to a DBS check, if the role requires one.