Housing Caseworker

The Role

As a Housing Repairs Administrator, you will be the first point of contact for tenants reporting repairs and maintenance issues. You'll provide advice, process repair requests, coordinate with contractors and internal teams, and keep customers informed throughout the repair journey.

No two days are the same – you could be dealing with anything from a leaking tap to a major property repair requiring extensive works.

Key Responsibilities

• Provide professional and friendly support to customers via telephone, email, and written correspondence.
• Assess, log, and process housing repair requests using the Orchard housing management system.
• Update repair records and amend jobs as required.
• Liaise with contractors, tradespeople, and the Housing Repairs Team to ensure repairs are completed efficiently.
• Work collaboratively with specialist teams across the council.
• Process invoices, respond to contractor enquiries, and manage associated administration tasks.
• Keep customers updated on repair progress and help prioritise jobs alongside Team Leaders and caseworkers.
• Manage enquiries relating to rental garage stock, including repairs, new tenancies, and tenancy swaps.
• Maintain accurate records and ensure a high standard of customer service at all times.

About You

We're looking for an organised and proactive individual who enjoys working in a fast-paced environment and delivering excellent customer service.

Essential Skills & Experience

• Strong administrative and organisational skills.
• Excellent communication and interpersonal skills with the confidence to deal with a wide range of customers.
• A conscientious approach with strong attention to detail.
• Good numeracy and literacy skills.
• Strong IT skills and confidence using databases and Microsoft Office applications.
• Ability to work effectively as part of a team.
• Ability to prioritise workloads, use initiative, and solve problems independently.

Desirable

• Previous experience in housing, repairs administration, or customer service.
• Knowledge of housing management systems such as Orchard.