Repairs Customer Resolution Officer

About the role

We are looking for a proactive Repairs Customer Resolution Officer to join our Property Services team in Croydon. Working in a hybrid model (three days onsite, Tuesday mandatory), you will ensure residents receive a high‑quality repairs and maintenance service by managing complex cases and supporting complaint resolution.

Key responsibilities

• Investigate and manage complex repairs and disrepair cases from initial enquiry 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.
• Handle customer complaints in line with policy and service standards.
• Monitor outstanding works orders and ensure service‑level agreements are met.
• Analyse trends and performance data to drive continuous improvement.
• Ensure compliance with health and safety legislation and organisational policies.
• Review contractor performance, invoices and valuations for quality and value for money.

Required profile

• Experience in responsive repairs, property maintenance or social housing.
• Proven track record of handling customer complaints and achieving resolution.
• Ability to build effective relationships with contractors, customers and internal teams.
• Comfort working in a fast‑paced, deadline‑driven environment.
• Strong organisational skills and the ability to manage competing priorities.

Required skills

• Microsoft Word
• Microsoft Excel