Repairs Case Management Officer

Posted 17 November 2023
Salary £35,000 per annum
Job type Permanent
Discipline Property Management & Construction Recruitment
Contact NameRiddhi Shukla

Job description

We are currently working in partnership with a Housing Association based in Surrey, who are recruiting for a Repairs Case Management Officer. The position is due to start immediately.

The role is a permanent position paying up to £35,000 dependent upon experience.

The ideal candidate will previous experience dealing with risk assessments, budgeting and


Duties will include (but are not limited to):

  • Manage a caseload of complex repairs cases, prioritising those where vulnerabilities because of age, disability, mental health needs, or household composition would otherwise disadvantage the resident
  • Work closely with contractors establishing a firm position on commitment to operational delivery, and to have a respected presence within the repairs team
  • Minimise the negative experience of those who have experienced a service failure (for example where a formal complaint has been made) and ensure that all complaint resolution works are effectively scoped and delivered
  • Work effectively with key stakeholders internally and externally ensuring a unified purpose to provide an improved customer experience
  • Closely monitor progress on the agreed works and prevent any unnecessary inconvenience for affected residents
  • Ensure that all casework is comprehensively documented via relevant computer systems and is available for case reviews or other scrutiny
  • Work closely with the Repairs and Surveying teams but also to provide feedback and insight to the Escalation team on key trends or barriers that affect operational performance
  • Experience required:

  • Able to multitask whilst remaining empathetic, calm, and with the highest degree of professionalism
  • Personally confident and able to provide constructive challenge where required
  • Assertive and tenacious maintaining oversight of end outcomes required
  • Skills, knowledge and expertise required:

  • Experience within social housing, ideally within a repairs team environment
  • Educated to GCSE or NVQ level 3 standard
  • Proven track record in a customer service role
  • Rewards and Benefits:

    • Hybrid working
    • Flexible working days

    Working hours:

    • 35 hours per week
    • Monday – Friday, 9am-5pm

    Please note that you require recent experience to apply for this role.

    James Andrews is acting as an employment agency and business in relation to this role.

    At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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