Repairs Resolution Specialist

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

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.