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Your new company

A well‑established housing association based in South‑West London, responsible for providing safe, secure and affordable homes to local residents.

Your new role

This role acts as the central point of contact for the organisation’s repair service, ensuring customers are supported and kept informed throughout their repair journey.

• Act as the main point of contact for the repairs service, keeping customers updated throughout their repair journey.
• Monitor, review, and update repair cases using internal systems, ensuring accuracy and identifying inconsistencies.
• Work closely with surveyors to manage complex, escalated, and high‑risk repair cases from start to finish.
• Support the complaints process by collaborating with internal teams and customers.
• Liaise with colleagues, contractors, suppliers, and the repairs partner to resolve repairs efficiently.
• Arrange appointments and coordinate access to customers’ homes.
• Manage short‑term decants when required.
• Keep customers informed on complex repairs and agree long‑term programmes of work with them and contractors.
• Analyse performance data, highlight trends, and suggest improvements.
• Take ownership of the repairs purchase order process.
• Action Subject Access Requests and personal injury claims.

What you'll need to succeed

• Delivering brilliant customer service

• A high volume of work, remaining calm under pressure.

• Property maintenance and an understanding of repairs obligations.

• Going the extra mile and taking ownership of issues.

• Working with digital systems, including Microsoft CRM.

What you'll get in return

• A competitive salary and benefits package.
• The chance to make a real impact on customer experience and service quality.
• Supportive colleagues and a collaborative working environment.
• Ongoing training and development to help you grow your skills and progress your career.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.