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For Companies At a Glance
- Tasks: Monitor and improve our repairs service to enhance customer satisfaction.
- Company: Join a forward-thinking team dedicated to making a real difference in people's lives.
- Benefits: Enjoy remote work options, competitive salary, and a supportive team environment.
- Why this job: Make a tangible impact while developing your skills in a dynamic role.
- Qualifications: Knowledge of housing repairs and strong analytical skills are essential.
- Other info: Apply quickly as we may close the advert early due to high interest.
The predicted salary is between 32684 - 34404 £ per year.
Peterborough / Remote
£32,684 - £34,404 per annum
Remote with occasional travel to CKH locations
Full Time – Permanent - 9.00-1700
Are you passionate about improving services and making a real difference to customers’ lives? We’re looking for a proactive and analytical Repairs Performance Officer to join our Repairs and Maintenance team. In this key role, you’ll help ensure our repairs service is efficient, high-quality, and customer-focused—driving satisfaction to 90% and beyond.
What You’ll Be Doing
- Monitor and analyse the performance of our repairs service and contractors.
- Intervene in at-risk jobs to ensure timely, high-quality completion.
- Conduct root cause analysis to identify service failures and recommend improvements.
- Audit repair jobs for compliance and quality.
- Manage recovery processes for service failures and restore resident confidence.
- Track and report on complaints, compliments, and service trends.
- Support training and onboarding of new team members.
- Provide insights and case studies to drive continuous improvement.
Who You’ll Work With
- You’ll collaborate with a wide range of internal and external stakeholders including:
- Contractors and subcontractors
- Asset Management and Estates teams
- Local authorities and developers
- Finance, Communities, and New Build teams
What We’re Looking For
Essential:
- Knowledge of housing repairs and maintenance
- Experience in customer service, complaints handling, and conflict resolution
- Strong analytical and data interpretation skills
- Confident communicator with excellent attention to detail
- Proficient in Microsoft Office (Word, Excel, Outlook)
Desirable:
- Experience with scheduling systems (e.g., DRS)
- Coaching or training experience
- Understanding of commercial aspects of social housing
Why Join Us?
We’re committed to our values: Action, Commitment, Excellence, Integrity, and Teamwork. You’ll be part of a supportive, forward-thinking team that values your input and empowers you to make a difference.
The full job description is available to download below. If you’re ready to help shape a better repairs service and deliver real impact, we’d love to hear from you.
No agencies please.
Repairs Performance Officer employer: Cross Keys Homes
Contact Detail:
Cross Keys Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Repairs Performance Officer
✨Tip Number 1
Familiarise yourself with the latest trends in housing repairs and maintenance. Understanding current best practices will not only help you in interviews but also demonstrate your commitment to improving services.
✨Tip Number 2
Network with professionals in the housing sector, especially those involved in repairs and maintenance. Engaging with industry peers can provide valuable insights and may even lead to referrals for the position.
✨Tip Number 3
Prepare specific examples of how you've successfully handled customer complaints or service failures in the past. Being able to articulate your experience in conflict resolution will set you apart during discussions.
✨Tip Number 4
Brush up on your analytical skills, particularly in data interpretation. Being able to discuss how you've used data to drive improvements in previous roles will show that you're ready to take on the responsibilities of this position.
We think you need these skills to ace Repairs Performance Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Repairs Performance Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise your knowledge of housing repairs and maintenance, as well as any experience in customer service and conflict resolution. Use specific examples to demonstrate your analytical skills and attention to detail.
Showcase Your Communication Skills: As a confident communicator, make sure to convey your ability to collaborate with various stakeholders. Mention any previous experiences where you successfully managed relationships or resolved conflicts.
Tailor Your Application: Customise your CV and cover letter for this specific role. Use keywords from the job description, such as 'monitoring performance', 'root cause analysis', and 'continuous improvement' to ensure your application stands out.
How to prepare for a job interview at Cross Keys Homes
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for improving services and making a difference in customers' lives. Share specific examples from your past experiences where you successfully enhanced customer satisfaction.
✨Demonstrate Analytical Skills
Prepare to discuss how you've monitored and analysed performance metrics in previous roles. Be ready to provide examples of how your analytical skills led to improvements in service delivery or efficiency.
✨Highlight Conflict Resolution Experience
Since the role involves handling complaints and resolving conflicts, be prepared to share instances where you effectively managed difficult situations. Emphasise your approach and the positive outcomes that resulted.
✨Familiarise Yourself with Relevant Tools
If you have experience with scheduling systems or Microsoft Office, make sure to mention it. If not, consider brushing up on these tools before the interview, as they are essential for the role.
