Senior Repairs Customer Resolution Officer – Team Leader

About the role

We are seeking an experienced Senior Repairs Customer Resolution Officer to lead a small team within our Property Services department. You will manage complex repairs and complaints, support disrepair investigations, and act as the primary liaison between residents, contractors, and internal teams, ensuring swift, customer‑focused outcomes.

Key responsibilities

• Investigate and resolve complex repairs, complaints and customer cases.
• Support disrepair and ADR case management, ensuring accurate information.
• Serve as escalation point for challenging issues and complaints.
• Coordinate and supervise Repairs Services Officers and Technical Administration staff.
• 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.
• Identify trends, propose service improvements and enhance customer satisfaction.
• Ensure compliance with complaint handling policies and Ombudsman expectations.

Required profile

• Proven experience in a responsive repairs or property maintenance environment, preferably social housing.
• Strong background in managing and resolving customer complaints and escalated cases.
• Previous team‑leader, senior officer or supervisory role with responsibility for guiding colleagues.
• Experience working directly with residents and building effective relationships with contractors.

Required skills

What we offer

• Hybrid working – three days in the Croydon office (Tuesday compulsory).
• Competitive daily rate (£190.23 PAYE / £253.08 Umbrella).
• 3‑month fixed‑term contract with potential extension.
• Opportunity to develop leadership experience within a reputable property services team.