Repairs Customer Resolutions - Team Leader

Job Title: Senior Repairs Customer Resolution Officer

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

Daily rate: £190.23 PAYE / £253.08 Umbrella

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

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

ASAP Start

About the Role

We're looking for an experienced Senior Repairs Customer Resolution Officer to join our Property Services team and play a key role in delivering outstanding customer outcomes across our repairs service.

This is an excellent opportunity for someone with a strong background in repairs, complaints resolution and customer service within social housing, who has experience supervising or coordinating colleagues and enjoys leading by example.

You'll manage complex customer cases, support disrepair investigations, oversee complaint responses, and act as a key link between operational teams, contractors and residents. You'll also provide day-to-day leadership, support and guidance to a small team, helping to drive performance and excellent customer service standards.

Key Responsibilities

• Investigate and manage complex repairs, complaints and customer resolution cases.
• Support disrepair and ADR case management, ensuring information is accurate and complete.
• Act as a point of escalation for challenging customer issues and complaints.
• Coordinate and supervise the work of Repairs Services Officers and Technical Administration colleagues.
• Conduct one-to-ones, team meetings and performance discussions.
• Monitor workloads, targets and service delivery standards.
• Liaise with contractors, surveyors, housing teams and other stakeholders to ensure repairs are completed efficiently.
• Identify trends, service improvements and opportunities to enhance customer satisfaction.
• Ensure compliance with complaint handling requirements, policies and Ombudsman expectations.
• Deliver a customer-focused approach that resolves issues quickly and effectively.

About You

We're looking for someone who can combine technical repairs knowledge with exceptional customer service and complaint resolution skills.

Essential Experience

• Experience working within a responsive repairs or property maintenance environment, ideally within social housing.
• Strong experience managing and resolving customer complaints and escalated cases.
• Experience in a team leader, senior officer, supervisory or coordinator role with responsibility for supporting and guiding colleagues.
• Experience working with residents and customers in a customer-focused environment.
• Experience building effective relationships with contractors and internal stakeholders.
• Experience analysing information, solving problems and making sound decisions.
• Good working knowledge of Microsoft Office applications, including Word and Excel.

Essential Skills

• Excellent customer service and communication skills.
• Strong complaint investigation and resolution capability.
• Ability to influence, challenge and drive positive outcomes.
• Excellent organisational and prioritisation skills.
• Ability to work under pressure and manage competing demands.
• Strong attention to detail and record-keeping skills.
• Ability to support, motivate and coordinate the work of others.
• A collaborative approach and commitment to delivering excellent resident outcomes.

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.

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