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Senior Responsive Repairs Officer
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Nuneaton & Bedworth Borough Council
Are you an experienced customer service or housing professional with a passion for delivering excellent repairs services and improving outcomes for residents?
We are looking for an enthusiastic and highly motivated Senior Responsive Repairs Officer to lead our Responsive Repairs Team and play a key role in ensuring residents receive a high-quality, responsive service, particularly in relation to damp, mould and housing hazard cases in line with Awaab's Law requirements.
As Senior Responsive Repairs Officer, you will lead and manage a team of Responsive Repairs Officers, ensuring repairs enquiries are handled efficiently, sensitively and in compliance with legislative requirements. You will be responsible for monitoring performance, coaching staff and driving service improvements while maintaining a strong resident-focused approach.
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The successful candidate will oversee the triage and escalation of damp and mould reports, monitor compliance timeframes, maintain robust audit trails and work closely with housing, repairs and compliance teams to deliver excellent outcomes for residents.
This involves:
- Leading, coaching and motivating a team of Responsive Repairs Officers.
- Managing repairs enquiries, including damp and mould cases.
- Monitoring compliance with Awaab's Law requirements and associated timescales.
- Producing performance and compliance reports for senior management.
- Identifying service improvements and implementing effective solutions.
- Supporting vulnerable residents through a resident-first approach.
- Developing strong working relationships across teams to ensure joined-up service delivery.
- Supporting emergency responses to urgent housing issues when required.
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We are looking for someone who has:
- Experience working within a customer contact environment, ideally involving repairs services.
- Strong leadership and team management skills.
- Excellent communication and conflict resolution abilities.
- A high level of empathy and understanding when supporting vulnerable customers.
- Strong analytical skills and attention to detail.
- The ability to work under pressure in a fast-paced environment.
- A housing-related qualification at NVQ Level 4 or a willingness to work towards one.
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