Responsive Repairs Officer in Nuneaton

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. 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.
• 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.

Our Council

Nuneaton and Bedworth Borough Council is a small authority with BIG values. We take pride in serving the residents of our borough and look to provide value for money services. We aim to work to the best of our abilities with honesty, integrity and place particular importance on working together.

Why join us?...... Situated in the heart of England, Nuneaton and Bedworth shares excellent rail and motorway links to the rest of the country. We offer a wide range of job opportunities from refuse and cleansing roles, which directly serve our local community, to behind the scenes administrative roles; providing essential support to our front line professionals.

Benefits

• A wide range of benefits including competitive salaries that are based on our competency framework and paid according to the scoring of the job profile, to ensure that all roles performing the same duties are paid equally.
• A generous annual leave entitlement.
• Our employees receive 25 days annual leave, rising to 30 days after 5 years continuous service. Plus all bank holidays.
• A wide range of learning and development opportunities. We recognise our employees as a valuable resource and are therefore committed to the investment of time and financial resources to support the learning and development of our workforce.
• We offer a wide range of learning prospects, which to name a few include: In-house training sessions, E-learning modules, Leadership and management development programmes and a Post Entry Training scheme
• Access to the Local Government Pension Scheme (LGPS), which provides a secure future income, independent of share prices and stock market fluctuations.
• To help your pension grow, the Council meets the balance of the cost of providing your benefits into the LGPS.
• Health and Wellbeing initiatives- our in-house Sports Development Team operate regular work place challenges, health checks and MOT's.
• Employees also receive discounted gym and leisure membership.
• Wider Wallets - all our employees gain access to offers and permanent discounts to everyday savings, ranging from discounts on high street stores to offers on days outs.
• Travel, car allowances and schemes - mileage allowances are paid for using cars/cycles for Council business. In addition, Level 1 car users are provided with a car park pass. We also operate a Cycle salary sacrifice scheme.
• Work-life balance -. We have a number of initiatives in place to support flexible working including, a job-sharing policy, career break scheme, flexible working policy, flexitime scheme, parental leave scheme, time off for dependants, maternity support leave and agile working.
• Armed Force Covenant - We are proud signatories of the Armed Force Covenant and actively work to ensure that we continue to deliver on our commitment as stated in the Covenant. We were recently awarded the Armed Forces Employer Recognition Scheme Gold Award. We have a range of internal processes and policies to support our Armed Forces Communities.

What we look for

What we look for……. We seek candidates that can adapt to change and welcome new challenges. We look for those that share our values and take pride in what they do.