At a Glance
- Tasks: Lead the triage process for repairs, ensuring timely and effective resolutions.
- Company: A people-focused organisation dedicated to providing safe homes and care.
- Benefits: Hybrid working, competitive salary, and a defined employer contribution scheme.
- Other info: Opportunity to improve service quality and support community wellbeing.
- Why this job: Make a real difference in people's lives by coordinating essential repairs.
- Qualifications: Strong customer focus and experience in case management or similar roles.
The predicted salary is between 24750 - 30250 £ per year.
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.
- 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.
Repairs Technical Triage Lead employer: GreenSquareAccord
At GreenSquareAccord, we pride ourselves on being an employer that champions community well-being and personal growth. Our supportive work culture fosters collaboration and innovation, allowing our Tenancy Enforcement Officers to make a meaningful impact in Birmingham and surrounding areas. With a commitment to professional development and a focus on creating safer, stronger communities, we offer a rewarding environment for those passionate about social justice and housing.
StudySmarter Expert Advice🤫
We think this is how you could land Repairs Technical Triage Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GreenSquareAccord. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GreenSquareAccord before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Repairs Technical Triage Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GreenSquareAccord:Your cover letter is your chance to shine! Tell us why you want to work at GreenSquareAccord specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GreenSquareAccord!
How to prepare for a job interview at GreenSquareAccord
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
