Repair Reporting Adviser

Where every report leads to a resolution be the difference

Who We Are & What We Stand For

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading – we might be the perfect match.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time.

We pride ourselves on our ambitious and forward‑thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi‑time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Be the Voice of Solutions, Help Us Deliver Repairs Right, First Time

Our construction colleagues have significant responsibility for the ongoing maintenance of one of the region’s largest property portfolios. With work spanning responsive and planned repairs, cyclical maintenance and emergency out of hours repairs, fire and building safety, disabled adaptations, asset improvement, stores, purchasing and waste, call handling and customer support, this is a high‑performing team operating on the front line with a truly vital role to play in ensuring safe living and working conditions for residents and employees of Gateshead.

Be the first step in fixing what matters – join our frontline support team

As a Repairs and Reporting Adviser, you’ll be the first point of contact for our customers, ensuring their repairs and maintenance needs are handled efficiently and accurately. Working in a fast‑paced contact centre environment, you’ll play a vital role in diagnosing repairs, progressing work orders, and delivering excellent customer service that makes a real difference to our tenants and stakeholders.

What You’ll Get To Do

• Answer inbound enquiries to the Repair Reporting service from tenants, stakeholders and other Council services.
• Accurately diagnose first‑time repairs using our repair reporting tool, providing the right advice and support.
• Liaise with our Building Technician Team on complex repairs to ensure a right first‑time fix.
• Record repair requests as works orders on our housing system and arrange appointments with customers.
• Modify, change or cancel works orders and appointments in our scheduling system as needed.
• Use IT and telecommunications software to maximise service delivery.
• Act as a point of contact for customers with repair queries and general housing management issues.
• Liaise with other services via email and telephone to support complex customer needs and prevent escalation.
• Record queries accurately to help identify issues and trends.
• Represent customers’ best interests by seeking expert or specialist advice when needed.
• Support the capture of complaints, comments, compliments and suggestions using the Council’s CRM system.
• Provide responses in line with the Repairs Policy, always considering the customer’s needs.
• Adhere to GDPR and all relevant policies and procedures.
• Ensure all duties are undertaken safely and responsibly.
• Carry out any other duties appropriate to the grade of the post.

What You’ll Bring

• 5 GCSEs or equivalent at Grade A‑C including English and Maths.
• Knowledge of PC applications including Microsoft Word, Excel and Outlook.
• Ability to respond to changing priorities and meet deadlines.
• Ability to remain calm and self‑controlled under pressure with strong problem‑solving skills.
• Experience in a front‑line customer service role in a call centre/contact centre environment.
• Ability to handle difficult situations and achieve positive outcomes.
• Accurate data recording skills.
• Ability to investigate, evaluate and respond to situations quickly.
• Effective team working.

This is a re‑run of a previous campaign. If you have applied for a repair reporting advisor position in the previous 6 months, you don’t need to reapply.

What’s In It For You

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work‑life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax‑efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand‑new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions a cost‑effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel and services plus salary sacrifice options on white goods, electronics and more, helping you spread the cost of essential purchases (after 6 months service).

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. At Gateshead Council we are an employer who embraces, and welcomes diversity, who\’s truly inclusive and who demonstrates equality for all. We\’ll go the extra mile so that our approach is representative of the communities we serve and each other. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

How To Apply

You can apply online using the link below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications.

We advise you to be as detailed and specific as possible, paying particular attention to any of the above which are relevant to the role to which you are applying.

If you have any questions about your application, please don’t hesitate to reach out to our recruitment team via

Please note:

As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. However, in high‑volume recruitment situations, it may not always be practicable to interview every eligible candidate. In such cases we may need to prioritise those who best meet the essential criteria, based on the information provided in the application.

Additionally, the Council reserves the right to close this vacancy early or adjust the shortlisting criteria, including the pass mark for interview selection, to ensure a fair and manageable recruitment process. We encourage early applications.