Resident Services & Repairs Coordinator

Wates Smartspace; Birmingham; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

WPS (Part of Wates Group) in South Birmingham is seeking a Customer Service Coordinator to join the team. The role focuses on managing repairs and maintenance communications, coordinating appointments, and keeping residents informed throughout the process.

You will work with residents, clients, and operatives to ensure timely responses and high-quality service, contributing to a positive customer-focused culture across the contract. Experience in social housing or repairs is advantageous.

Qualifications

• Previous experience within a Customer Service, Coordinator, Administrator, Scheduler, or Contact Centre role.
• Strong communication skills with the ability to build rapport with customers and colleagues.
• Excellent organisational and time-management skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Good IT skills, including Microsoft Office.
• A positive, proactive, and solution-focused approach.

Responsibilities

• Manage incoming calls, emails, and enquiries from residents requiring repairs and maintenance.
• Schedule appointments and coordinate works with operatives and subcontractors.
• Keep residents updated throughout the repair process, ensuring excellent communication at every stage.
• Monitor outstanding repairs and proactively resolve issues before they escalated.
• Respond to customer queries and complaints professionally and empathetically.
• Liaise with planners, supervisors, operatives, and clients to ensure service levels are achieved.
• Maintain accurate records on internal systems and ensure all administration is completed correctly.
• Support performance reporting and help identify service improvement opportunities.
• Contribute to a positive, customer-first culture across the contract.

Skills

Customer service experience

Communication skills

Organisational skills

IT skills

Tools

Microsoft Office

Job description

WPS (Part of Wates Group) in South Birmingham is seeking a Customer Service Coordinator to join the team. The role focuses on managing repairs and maintenance communications, coordinating appointments, and keeping residents informed throughout the process.

You will work with residents, clients, and operatives to ensure timely responses and high-quality service, contributing to a positive customer-focused culture across the contract. Experience in social housing or repairs is advantageous.