Repairs Call Handler

Job title – Repairs Assistant

Location – Ashford, TN23

Contract – Temporary for 3 months

Hours – 35 hours per week

Start Date: ASAP

We are recruiting for a Repairs Assistant to support the delivery of responsive repairs and planned maintenance services within a busy housing environment. This role is heavily customer-focused, acting as a key contact point for tenants while ensuring repairs are raised, managed, and completed efficiently in line with council policy and service standards.

Responsibilities

• Provide administrative and telephone support to the Responsive Repairs and Planned Maintenance Team, ensuring efficient service delivery across housing repairs.
• Act as a first point of contact for tenants, handling repairs and housing enquiries via phone and written communication.
• Diagnose and raise repair orders, ensuring correct priority, contractor allocation, and cost control.
• Resolve a high volume of enquiries at first point of contact using housing knowledge and internal systems.
• Maintain accurate records of all customer interactions and repair activity.
• Support Repairs Inspectors and Surveyors with coordination of works, tenants, and contractors.
• Process contractor invoices, variation orders, and completion data within agreed limits.
• Monitor and update asset and repairs data including compliance areas such as asbestos, EPC, and property attributes.
• Identify and prioritise cases relating to disrepair and Right to Repair legislation.
• Carry out general administrative duties including correspondence, reporting, and customer satisfaction follow‑ups.

Qualifications

Minimum

• Minimum 1 year experience in a customer‑facing role (ideally within housing, repairs, or maintenance).
• Strong communication skills, both verbal and written.
• Good IT skills with experience using databases or housing/repairs systems.
• High attention to detail and ability to maintain accurate records.
• Ability to manage multiple tasks and prioritise workload effectively.
• Confident dealing with a wide range of customers, including challenging situations.

Desirable

• Experience within housing, property maintenance, or construction environments.
• NVQ Level 2 in Customer Service (or equivalent).

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