Technical Repairs Support Officer

Ealing Council (London Borough of Ealing); Greater London; On-site; GBP 27,000 - 36,000; Full time

Job summary

Ealing Council in London is recruiting a Technical Repairs Support Officer to provide a technically informed, efficient and timely service to residents reporting housing repairs.

You will diagnose repair issues, record and allocate jobs to relevant contractors, oversee contractor activities and reconcile variation orders, and support work in progress and out-of-hours actions with accurate data.

Qualifications

• Experience in a busy call centre handling housing repairs or similar.
• Background in social housing repairs or maintenance operations.
• Ability to work in a fast-paced, customer-focused environment.

Responsibilities

• Diagnose and identify housing repair issues using technical knowledge and effective questioning.
• Record, raise, and allocate jobs to relevant contractors or technical teams.
• Oversee contractor activities for assigned jobs, ensuring work meets standards and timescales.
• Manage and reconcile variation orders across multiple contracts, maintaining accurate records.
• Perform data reconciliation to support management of work in progress reporting.
• Undertake out of hours actions and reconciliation, ensuring repairs are managed accordingly.

Skills

Call centre experience

Customer service

Job description

Ealing Council have an exciting new opportunity as a ‘Technical Repairs Support Officer’ available as a full-time position which will require applicants to be based in office 5 days a week.

At Ealing our aim is to provide a technically informed, efficient, and timely service to residents reporting housing repairs. This will enable us to complete repairs on the first visit offering an efficient service that our customers can be proud of.

The purpose of the Technical Repairs Support Officer role is too:

To provide a technically informed, efficient, and timely service to residents reporting housing repairs. Responsible for diagnosing repair issues, allocating jobs to appropriate contractors, managing variation orders, and supporting work in progress and out of hours actions.

As the Technical Repairs Support Officer you will:

• Diagnose and identify housing repair issues using technical knowledge and effective questioning.
• Record, raise, and allocate jobs to relevant contractors or technical teams, ensuring the right expertise is assigned.
• Oversee contractor activities for assigned jobs, ensuring work is completed to required standards and within agreed timeframes.
• Manage and reconcile variation orders across multiple contracts, maintaining accurate records and ensuring compliance.
• Perform data reconciliation to support management of work in progress reporting.
• Undertake out of hours actions and reconciliation, ensuring repairs and emergencies are managed and recorded appropriately in line with rota arrangements.

Our ideal Technical Repairs Support Officer will have experience of working in a busy call centre, preferably with a background working within the social housing repairs sector. You will be able to work in a fast paced environment with a proactive approach to solving problems. You will put our customers first remembering our purpose is to do the very best for the people we serve.

You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage.

It is an exciting time to join us, here at Ealing Council.

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Ealing Council is committed to creating good jobs and delivering on its connected communities’ agenda. We are committed to equality of opportunity, to being fair and inclusive.

We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently underrepresented in Ealing’s workforce.

Please note all applications will be determined on merit.