Senior Repairs Customer Resolution Officer

Croydon Council; Greater London; On-site; GBP 40,000 - 41,000; Full time

Job summary

Croydon Council in Croydon is seeking a Senior Repairs Customer Resolution Officer to oversee complex repairs and ensure timely resolutions, guiding case progression from start to finish.

You’ll supervise the Repairs Services Officer and Repairs Technical Administration Officer, coordinate workloads, investigate issues and secure clear, effective responses for residents while managing contractor performance and cross-team collaboration.

Qualifications

• Experience in responsive repairs and progressing complex repairs to resolution.
• Ability to investigate complex cases and escalate appropriately.
• Experience coordinating or supervising the work of others with competing priorities.

Responsibilities

• Supervise the Repairs Services Officer and Repairs Technical Administration Officer, coordinating workloads and priorities.
• Lead day-to-day coordination and progression of complex repairs and disrepair cases, investigating issues and following up outstanding works.
• Ensure residents receive clear and effective responses and monitor contractor delivery for escalation when needed.
• Identify cases or risks requiring management or technical input and act to maintain momentum toward resolution.

Skills

Customer service

Communication skills

Negotiation skills

Team supervision / coordination

Job description

Salary range: Grade 7 £39,519- £40,575p.a. plus fantastic benefits

Contract: Permanent

Hours of work: 36 hours per week

Location: Croydon

Senior Repairs Customer Resolution Officer – Grade 7

Help keep complex repairs cases coordinated, progressed and on track

About The Role

We’re looking for a Senior Repairs Customer Resolution Officer to join our Housing Assets & Repairs service.

You’ll supervise the Repairs Services Officer and Repairs Technical Administration Officer, coordinating workloads and priorities, setting clear expectations and supporting performance and effective team delivery.

You’ll lead the day-to-day coordination and progression of complex repairs and disrepair cases, investigating issues, following up outstanding works and actions and making sure residents receive clear and effective responses.

Working across residents, contractors, repairs and technical teams and other Housing services, you’ll help unblock issues, coordinate action and make sure cases are progressed through to resolution. You’ll also take ownership of complex complaints and customer issues, monitor contractor delivery and identify cases or risks that need management or technical input.

About You

You’ll have experience of working within responsive repairs and of managing or progressing complex repairs, property or customer cases through to resolution.

You’ll be confident investigating complex cases, reviewing information, identifying what needs to happen and either resolving issues within your area of responsibility or escalating them appropriately.

You’ll also have experience of coordinating or supervising the work of others, alongside strong customer service, communication and negotiation skills. You’ll be comfortable dealing with complex or challenging resident issues, managing competing priorities and working across contractors, colleagues and other services to achieve timely resolution.

Why join us?

This is a role where you can have a direct impact on the experience residents receive when repairs become complex or difficult to resolve.

You’ll be at the centre of bringing together residents, repairs teams, contractors and technical colleagues, helping resolve problems, improve service quality and make sure outstanding issues don't lose momentum.

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

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.

Application closing date: Friday 2 October 2026

Assessment/Interviews: Week Commencing 2 November 2026

About Us

Croydon Council’s priorities

• 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.