Repairs Co-ordinator - Surrey in Crawley

Do you enjoy helping customers, solving problems, and keeping services running smoothly behind the scenes? We're looking for 3 proactive and organised Repairs Co-ordinators to join our Responsive Repairs team at PA Housing. This is a key, dynamic role where you'll provide vital administrative support, helping ensure repairs and maintenance requests are managed efficiently while delivering excellent customer service at every stage. You'll work closely with residents, contractors, and colleagues across the business to help keep homes safe, maintained, and comfortable. If you're highly organised, enjoy working in a fast-paced environment, and take pride in delivering a great customer experience, we'd love to hear from you.

This role is about more than administration. It's about helping residents get the support they need and playing an important part in delivering a responsive and reliable repairs service. This is an entry-level role with full training provided.

What's in it for you:

• High street discount schemes
• Health cash plans
• 26 days annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays - take them when it suits you
• Car leasing scheme
• Hybrid working - offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately three to four days per week in the office once settled in the role (full-time office presence during probation). This is flexible and depends on meeting cycles and board activity.
• Optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you'll be doing:

• Receive and process repairs requests from residents, colleagues, contractors, and external partners through a variety of channels including phone, email, webchat, and written correspondence.
• Provide excellent customer service, ensuring residents are kept informed and supported throughout their repairs journey.
• Maintain and update housing and repairs systems, ensuring records are accurate and up to date.
• Support the Repairs Team with a wide range of administrative tasks to help services run efficiently.
• Work closely with contractors to monitor repairs progress and follow up outstanding work.
• Help manage complaints, enquiries, MP correspondence, and urgent service requests in a timely and professional manner.
• Process tenant recharges and support invoice and payment administration activities.
• Produce reports, statistics, and customer satisfaction information to help improve service performance.
• Support the Handyperson Service and wider repairs teams during busy periods.
• Arrange meetings, prepare documentation, and take minutes where required.
• Identify opportunities to improve processes and enhance the customer experience.
• Build positive working relationships with residents, contractors, and colleagues across the organisation.

What we're looking for:

• Experience in an administrative or customer service role.
• Enjoy helping people and delivering excellent customer service.
• Strong organisational skills and can manage multiple tasks effectively.
• Confident communicating with a wide range of people both verbally and in writing.
• Experience maintaining databases, records, and administrative systems.
• Ability to work well under pressure and adapt to changing priorities.
• Good IT skills, including Microsoft Office applications.
• Experience using CRM systems or customer databases (desirable).
• Understanding of repairs, maintenance, or housing services (desirable).
• Strong team player who is happy to support colleagues when needed.
• Positive, proactive, and solution-focused approach to work.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.

We recommend you read the full job description to get a really good understanding of what the role entails.