Repairs Service Advisor

TCH; Tunbridge Wells; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual salary £27,760

Pension scheme

Life assurance 4x salary

Annual leave 30 days

Volunteer days

GP service & counselling

Eye test voucher

Maternity/paternity leave

Flexible benefits

Flu vaccinations

Job summary

Town & Country Housing is seeking a customer-focused Repairs Service Advisor to join our busy Repairs team. As the first point of contact for around 10,000 residents, you will diagnose repair issues, arrange appointments with trade teams, and ensure a responsive, efficient service.

This full-time fixed-term role (6 months) is hybrid, with base office presence 3 days a week. You will gather customer feedback, support service improvements, and maintain accurate records to help us deliver excellent

Qualifications

• You will have experience in customer service and administration, with strong communication skills.
• Knowledge of housing or housing association services is advantageous but not essential.
• You must be organised, resilient and able to remain calm under pressure.

Responsibilities

• You will handle repair enquiries by phone, email and online channels and diagnose issues.
• You will arrange appointments with the appropriate trade teams.
• You will work with housing teams and support services to deliver a seamless service.
• You will maintain accurate records and meet performance targets.
• You will gather customer feedback and contribute to service improvement projects.

Skills

Customer service

Administration

Communication skills

Problem solving

Organisational skills

Tools

Microsoft Office

Job description

Our Vacancy

We are looking for a customer-focused Repairs Service Advisor to join our busy Repairs team. As the first point of contact for around 10,000 residents, you will play a vital role in delivering an efficient, responsive repairs service. This is an excellent opportunity for someone who enjoys helping people, solving problems, and making a positive difference to the customer experience while working in a fast-paced and supportive environment.

What You Will Do

You will handle repair enquiries by phone, email and online channels, accurately diagnosing repair issues and arranging appointments with the appropriate trade teams. You'll work closely with operational colleagues, housing teams and support services to ensure customers receive a seamless service, while maintaining accurate records and meeting key performance targets. You will also support continuous service improvement by gathering customer feedback, contributing to projects, and helping to deliver a customer-centred repairs service.

What You Will Need

You will have experience in customer service and administration, with strong communication skills and confidence when dealing with customers both over the phone and in writing. You'll be organised, resilient, and able to remain calm under pressure while managing a varied workload. A good working knowledge of Microsoft Office, excellent problem-solving skills, and a genuine commitment to delivering outstanding customer service are essential. Knowledge of housing or housing association services would be an advantage, but is not essential.

This is a full time 6 month fixed term position, the current opening hours of the Customer Service Centre are 8.30am to 5:00pm Monday to Friday. You will be required to carry out your contracted hours within these opening times.

Why join us

When you join Town & Country Housing, you're joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included and empowered.

What we offer

• Annual Salary £27,760 which goes up once reached certain targets at 6 and 12 months
• Contributory pension scheme up to 10% matched contributions
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• 24/7 digital GP service and counselling helpline (including face‑to‑face sessions)
• Free annual eye test voucher and contribution towards glasses
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible benefits scheme, including family friendly benefits and access to a discount portal
• Annual flu vaccinations

Please read before applying: You must have the right to work in the UK; we are unable to provide a visa sponsorship. We reserve the right to close this advert early if we receive a high volume of suitable applications. This is a hybrid role where we expect all staff to come into their base office 3 days a week (everyday during induction which could be up to 3 months).

If you have any questions about this role, please email the Talent Team on [e-mail]

As a Disability Confident Committed employer, we are committed to ensuring our recruitment process is accessible to everyone. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. We will make reasonable adjustments where required throughout the recruitment process. Applicants who require reasonable adjustments to the application process, assessment methods, interview arrangements or other recruitment activities are encouraged to let us know of how we can offer support to enable them to participate fully.