Senior Repairs Resolution Lead – Hybrid

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

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.