Repairs Resolution Officer Temporary

We are one of the largest housing associations in the North of England, managing over 38,000 homes across the North of England. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities.

As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer.

We are currently seeking a motivated and solution-oriented individual to join our Repairs and Maintenance department as a Repairs Resolution Officer (Temporary). In this role, you will be responsible for managing and resolving repair issues reported by our residents, ensuring that repairs are carried out promptly and to a high standard.

Requirements

Key responsibilities of the Repairs Resolution Officer (Temporary) include:

• Receiving and logging repair requests from residents, either by phone, email, or through our online system
• Assessing the urgency and nature of each repair request and prioritizing accordingly
• Liaising with residents, contractors, and internal teams to plan and schedule repairs
• Monitoring progress of repairs and following up with contractors to ensure timely completion
• Resolving any issues or complaints related to repairs and escalating unresolved issues as necessary
• Updating and maintaining accurate records of repairs and correspondence
• Providing excellent customer service to residents, ensuring their repair issues are resolved to their satisfaction
• Respond to customer issues in a timely manner and ensure early resolution.
• To take ownership of customer issues and liaise with internal departments to find solutions acceptable to the customer
• To raise formal acknowledgement emails/letters as required. ·
• To work within the framework of the Together Housing Complaints Policy and the Housing Ombudsman Complaint Handling Code

We are looking for someone who has:

• Strong communication and interpersonal skills
• Problem-solving and decision-making abilities
• Ability to prioritize and manage multiple tasks efficiently
• Attention to detail and accuracy in record keeping
• Experience in a customer service or repairs coordination role is desirable
• Knowledge of housing repairs and maintenance processes is a plus
• Promoting a customer focussed culture that meets the needs of and engages with customers and staff, in an open and high performing environment
• Experience of delivering brilliant customer service at all levels
• Understanding how to handle complaints and resolve complaints

Benefits

In return, we are offering the successful candidate in the Repairs Resolution Officer (Temporary) role:

• Salary of £23,997 per annum
• Annual pay scale increase
• 27 days holiday (rising to 32 over 5 years' service) + bank holidays
• You will work from either our Halifax or Blackburn office four days a week and one day a week working from home.
• You will be working 37 hours per week, Monday - Friday
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
• To view the full range of our award-winning benefits click on the Employee Benefits Link

THG reserves the right to close this vacancy early if sufficient numbers of applicants are received. Therefore, please apply without delay!

Please ensure you fully answer the questions on the application form.