Repairs Resolution Coordinator

BRENT COUNCIL; Greater London; On-site; GBP 39,000 - 41,000; Full time

Benefits offered by this job

27 days annual leave

Local Government Pension Scheme

Hybrid and flexible working options

Eye test support

Employee Assistance Programme

Cycle to Work scheme

Learning and development opportunities

Brent Rewards discounts

Job summary

Brent Council is seeking a Repairs Resolution Coordinator to join our Property Services team at the Civic Centre, working 36 hours per week on a permanent basis. You will investigate and write complex complaint cases, coordinate solutions with teams and contractors, and help turn challenging situations into positive customer experiences.

You'll bridge the gap between customers and service delivery, identify lessons learned, and drive improvements to our repairs service.

Qualifications

• IT literate with knowledge of standard software applications including Microsoft Office and Teams.
• Knowledge of the statutory and corporate complaints process and associated legislation and policies.
• Has knowledge of undertaking complex investigations.
• Has knowledge of legislations applicable to a Social Housing Landlord.
• Has demonstrable experience of working in a social housing setting, with an understanding of repairs, maintenance, voids, tenancy services and the challenges faced by social housing residents.
• Has experience in managing and writing complaint responses and dealing with a wide range of people at all levels, delivering the objectives in a timely manner within the required deadlines.

Responsibilities

• Investigate and write complex complaint cases, coordinate solutions across teams and contractors.
• Bridge the gap between customers and service delivery, ensuring concerns are listened to, understood, and resolved fairly and efficiently.
• Identify lessons learned, driving service improvements, and helping us deliver a repairs service that customers can trust.

Skills

IT literacy

Microsoft Office

Teams

Tools

Microsoft Office

Teams

Job description

Salary range: £38,937- £40,575 p.a. inc. London weighting

Contract: Permanent

Hours of work: 36 hours per week

Location: Civic centre minimum three days per week

Help shape better services for Brent’s communities

Brent is one of the most diverse boroughs in the country, with communities, ideas and experiences from across the world helping to shape who we are. Working here means joining a council that is focused on fairness, open to new thinking and committed to improving life for local people.

Our values shape how we work and what people can expect from us. We collaborate proactively, lead inclusively, embrace change, are bold and curious, and celebrate and share our success. For people who care about public service and want their work to matter, Brent offers the chance to make a meaningful difference.

Brent is one of the most diverse boroughs in the country, with communities, ideas and experiences from across the world helping to shape who we are. Working here means joining a council that is focused on fairness, open to new thinking and committed to improving life for local people.

About the role

As a Repairs Resolution Coordinator, you'll be at the heart of our Property Services team, ensuring customers receive excellent support when repairs don't go to plan. Working within the Repairs Resolution function, you'll investigate and write complex complaint cases, coordinate solutions across teams and contractors, and help turn challenging situations into positive customer experiences.

This role is critical in bridging the gap between customers and service delivery, ensuring concerns are listened to, understood, and resolved fairly and efficiently. You'll play a key role in identifying lessons learned, driving service improvements, and helping us deliver a repairs service that customers can trust.

About you

• Is IT literate with knowledge of standard software applications including Microsoft Office and Teams.
• Has a comprehensive knowledge of the statutory and corporate complaints process and associated legislation and policies.
• Has knowledge of undertaking complex investigations.
• Has knowledge of legislations applicable to a Social Housing Landlord.
• Has demonstrable experience of working in a social housing setting, with an understanding of repairs, maintenance, voids, tenancy services and the challenges faced by social housing residents.
• Has experience in managing and writing complaint responses and dealing with a wide range of people at all levels, delivering the objectives in a timely manner within the required deadlines.

Why join us?

We know people do their best work when they feel valued, supported and able to grow. At Brent, you will benefit from:

• 27 days’ annual leave, rising with length of service, plus bank holidays
• Local Government Pension Scheme with generous employer contributions
• hybrid and flexible working options for most roles
• supportive family-friendly policies
• health and wellbeing support, including eye test support and a 24/7 Employee Assistance Programme
• financial wellbeing support, including education sessions, childcare deposit loans, and season ticket loans
• travel support, including affordable parking nearby, a Cycle to Work scheme, and onsite facilities
• learning and development opportunities to support your career
• access to My Brent Rewards with exclusive discounts on shopping, travel, leisure and entertainment

Closing date

Monday 12 October 2026 (23:59)

Applications and eligibility

Applications from candidates who have applied for this role in the last 6 months will not be considered.

Please note that employees must have successfully completed their probationary period before applying for this vacancy.

Brent Council values the diversity of its community and aims to have a workforce that reflects the people we serve. We welcome all applications from all sections of the community and encourage applicants to complete the diversity survey section of the application.

We are committed to fostering an inclusive workplace where everyone is treated with dignity, respect and fairness. We expect all employees to demonstrate a commitment to equality, diversity and inclusion and to promote inclusive, non-discriminatory practices in their work. This commitment forms part of our recruitment process, and candidates may be assessed on their understanding of and ability to contribute to an inclusive working environment.

The information we collect from you will be shared with Cifas, who will use it to help prevent fraud and other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details on how your information will be used by Brent and Cifas, and your data protection rights can be found here.

As a Disability Confident employer, we guarantee an interview to disabled applicants who meet the essential criteria for the role. This includes people with hidden disabilities, long term health conditions, diagnosis, and mental health conditions. We also guarantee an interview to care-experienced applicants who meet the essential criteria. Information shared for this purpose will be treated fairly and used only to confirm eligibility under these schemes.

If you need reasonable adjustments at any stage of the recruitment process, please contact [e-mail].

Brent has a positive approach to flexible working.