Repairs Technical Triage Lead in Birmingham

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Repairs Triage Specialist (Birmingham - Hybrid)

Everything we do is about people whether providing a quality, safe home or providing care which helps someone to live an independent life. If you're the kind of person who takes real pride in getting things right the first time, and you can bring calm clarity to busy days, this is a role where your work directly improves lives.

As a Repairs Triage Specialist, you'll be at the heart of our repairs process. You'll review requests, make informed decisions on priority and next steps, and ensure that the right work is raised for the right job at the right time. You'll coordinate the flow of repairs so people feel listened to, supported, and safe in their homes.

• Triaging repairs requests received from customers and colleagues, accurately assessing the nature and urgency of each report.
• Prioritising and scheduling workloads to ensure urgent safety-related issues are dealt with first.
• Capturing clear details so that repairs teams and contractors have the information they need to act effectively.
• Investigating and directing enquiries where appropriate, including identifying whether a request is a repair, maintenance, or requires a different type of support.
• Communicating with empathy and professionalism, keeping people updated and ensuring expectations are managed fairly.
• Liaising across teams to support smooth end-to-end case progression, from first contact to job completion.
• Monitoring quality and outcomes, spotting patterns and raising improvements to support better service and fewer repeat issues.
• Maintaining accurate records in relevant systems and following internal processes and compliance requirements.
• You don't need to have this exact job title. We require someone with a strong customer focus, excellent judgement, and the ability to organise information quickly and accurately.
  • Experience working in a customer service, repairs/co-ordination, case management, or similar environment.
  • Knowledge in awaab's law in regards to emergency repairs, damp & mould.
  • Confidence to triage and prioritise competing demands, especially when requests involve urgent safety concerns. xgikmsk
  • Strong administration and record-keeping skills, with attention to detail.
  • Ability to communicate clearly—listening carefully, asking the right questions, and explaining next steps in a reassuring way.
  • Good knowledge of repairs and maintenance including damp & mould, gas, electric, plumbing
• Defined employer contribution scheme