Technical Triage Officer

Aspire Housing Limited; Lichfield; Hybrid; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Holiday allowance

EAP (Employee Assistance)

Training & development

Benefits platform

Savings schemes

Volunteer days

Pension scheme

Wellbeing program

Job summary

Aspire Housing Limited is seeking a Technical Triage Officer to support our Home Maintenance team. This desk-based role uses your trade knowledge, digital surveys and images to assess repairs and guide customers, reducing on-site visits.

You’ll work across IT systems, gather evidence from customers, and prepare recommendations to ensure repairs are handled efficiently and correctly the first time.

Qualifications

• Experience in property repairs and maintenance.
• Ability to diagnose issues from photos/videos and surveys.
• Familiarity with housing management and repair systems.

Responsibilities

• Diagnose repair issues remotely using customer information and images.
• Identify likely causes and propose solutions.
• Assess damp, mould and condensation cases and advise actions.
• Record findings across IT systems and manage cases.
• Provide clear recommendations and escalate complex cases.

Skills

Property repairs

Building trades

Social housing

Damp and mould works

Construction services

Repairs inspection

Tools

Microsoft Office

Repair management systems

CRM systems

Job description

Job Title: Technical Triage Officer

Salary: £34107 per annum

Hours per week: 39

Contract type: Permanent

Location: Hybrid onsite in and around Newcastle-under-Lyme typically spending on average 3 days onsite and 2 days working from home.

Use Your Trade Knowledge Without Being on the Tools Every Day

Delivering for people, dedicated to places

The Boards of Aspire Housing and whg have agreed to move forward with plans to merge, creating a new housing association with more than 32,000 homes across the Midlands.

Find out more here: aspirehousing.co.uk/whg-aspire/

Would you like to work for a Sunday Times Best Places to Work organisation?

Are you an experienced tradesperson, repairs professional or property maintenance specialist looking for a new challenge?

Do you enjoy diagnosing problems, identifying solutions and helping people get things fixed right first time?

We're looking for a Technical Triage Officer to join our Home Maintenance team. This is an exciting opportunity to use your practical building and repairs knowledge in a more technical, office-based role, supporting customers and colleagues through virtual diagnostics and repair assessments rather than carrying out the work yourself.

About the Role

This is a predominantly desktop-based position where you'll use a combination of:

• Your trade and repairs knowledge
• Customer conversations
• Photos, videos and digital surveys
• Property records and repair histories
• Housing management and repair systems

to assess issues, identify likely causes and determine the most appropriate next steps.

You’ll be the first point of technical assessment for a wide range of repairs, damp, mould and property maintenance enquiries, helping us resolve issues quickly and ensuring specialist resources are only deployed where they’re genuinely needed.

What You’ll Be Doing

• Diagnosing repair issues remotely using customer information, images and digital tools
• Using your practical trade experience to identify likely causes and solutions
• Assessing damp, mould and condensation cases and advising on appropriate actions
• Speaking directly with customers to understand issues and gather evidence
• Working across multiple IT systems to record findings and manage cases
• Preparing clear recommendations and escalating more complex cases where required
• Supporting colleagues to deliver a right-first-time repairs service.

What We’re Looking For

• Property repairs and maintenance
• Building trades
• Social housing
• Damp and mould works
• Construction and building services
• Repairs inspection or surveying support

Most importantly, you’ll have strong diagnostic skills and the ability to make informed decisions based on the information available.

You’ll also need to be comfortable using technology, including:

• Multiple computer systems and applications
• Microsoft Office
• Repair management systems
• Digital communication tools
• Remote inspection information, photographs and videos

This role would suit someone who enjoys problem-solving, can communicate confidently with customers and colleagues, and is comfortable working in a fast-paced digital environment.

Why Join Us?

This is a fantastic opportunity to develop your career beyond frontline repairs while continuing to use the expertise you’ve built throughout your trade career.

You’ll gain further experience in diagnostics, damp and mould assessment, housing standards and technical decision-making, all while helping customers maintain safe and healthy homes.

Bring your trade knowledge. Develop your technical career. Help us get repairs right first time.

In return we can offer you:

• Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
• 23 days holiday + bank holidays + 3 concessionary days at Christmas
• Comprehensive employee assistance programme.
• Ongoing training and development in your role.
• A full benefits and discounts platform.
• Holiday buy, tech and annual savings schemes.
• Volunteer days.
• Competitive rates of pay.
• A generous company pension scheme.
• Wellbeing and stay safe provisions to look after you at work.

Proposed Closing Date - 11/10/2026

Proposed Interview Date - 22-Oct-2026