Repairs Customer Resolution Officer

Job Title: Repairs Customer Resolution Officer

Location: Croydon - Hybrid working - 3 days office per week (Tuesday compulsory)

Hourly rate: £18.92 PAYE / £25.03 Umbrella

Contract Length: 3-month contract (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 36 hours

ASAP Start

We are seeking a proactive and customer-focused Repairs Customer Resolution Officer to join our Property Services team. In this key role, you will help ensure residents receive an excellent repairs and maintenance service by managing complex repairs cases, supporting complaint resolution, and acting as a vital link between customers, contractors, and internal teams.

Working within a fast-paced housing environment, you will investigate and manage repairs and disrepair cases, coordinate stakeholders, monitor contractor performance, and ensure customer issues are resolved efficiently and professionally.

Key Responsibilities

• Manage complex repairs and disrepair case investigations from initial enquiry through to resolution.
• Provide high-quality customer service and case management support.
• Liaise with residents, contractors, surveyors, tenancy teams, and other stakeholders to ensure timely completion of repairs.
• Investigate, manage, and resolve customer complaints in line with policy and service standards.
• Monitor and track outstanding repairs and works orders to ensure service level agreements are met.
• Analyse trends and performance data to support continuous service improvement.
• Ensure compliance with health and safety legislation and organisational policies.
• Review contractor performance, invoices, and valuations to ensure quality and value for money.

About You

We are looking for a motivated individual with a strong background in repairs, housing, and customer resolution.

Essential Experience

• Experience working within responsive repairs, property maintenance, or social housing.
• Proven experience handling customer complaints and delivering successful complaint resolution.
• Experience working in a customer service-focused environment.
• Experience building effective relationships with contractors, customers, and internal stakeholders.
• Experience working within a fast-paced team environment.
• Experience using Microsoft Word and Excel.

Essential Skills

• Strong knowledge of responsive repairs and property maintenance processes.
• Excellent customer service and communication skills.
• Ability to manage competing priorities and work under pressure.
• Strong problem-solving and decision-making skills.
• Ability to influence outcomes and drive repairs through to resolution.
• Good analytical and reporting capabilities.
• Strong IT skills and attention to detail.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)