Customer and Disrepair Lead - Housing Reactive Repairs Team

We are seeking a dynamic individual to step into the role of Customer and Disrepair Lead within the Housing Reactive Repairs Team. As Customer and Disrepair Lead, you will play a crucial role in supporting the Housing Repairs Department by overseeing disrepair claims, conducting complaint investigations, and efficiently managing and coordinating the scheduling of parts from contracted merchants/stores.

The role will also involve supporting the management of the Scheduling and Administration team for Reading Borough Council, when required.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities. We support hybrid working; it is important to us that working arrangements are designed to enable our employees to excel, and within this role, you'll have the opportunity to work in a way that suits your lifestyle.

About The Role: We are looking for a proactive and organised individual to manage disrepair claims and support the delivery of a high-quality repairs service. In this role, you will ensure that all necessary works are scheduled efficiently and completed within expected timescales, to the satisfaction of tenants and all relevant stakeholders. You will play a key part in supporting the Housing Repairs Department by handling customer complaints, as well as responding to enquiries from Members of Parliament and local Councillors. Coordinating the supply and scheduling of parts from contracted merchants and stores will also be central to your responsibilities, including identifying any outstanding items and addressing delays in delivery.

Excellent communication skills are essential, as you will liaise directly with tenants to arrange the timely provision of required parts. You will also collaborate with the Back Office Administration Team when needed, helping to maintain the smooth operation of the wider repairs service.

About You: Experience in a customer-facing team providing a service to the public. Strong organisational skills with the ability to prioritise tasks and manage diverse responsibilities effectively. Hands-on involvement in a quality assurance or audit position, demonstrating a robust background in ensuring and maintaining high standards. Excellent communication and interpersonal abilities to liaise with team members, clients, and stakeholders. Experience in parts coordination, encompassing tasks such as ordering, scheduling, and booking jobs with residents within a social housing setting. Adept at extracting information and analysing the data. Proficient in report writing and complex investigations. Familiarity with repair operations and contract management is advantageous.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Benefits: Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

• Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading.
• Drive Efficiency - create an environment in which resources are used efficiently and employees' skills are developed and used effectively.
• Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential.
• Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity.

Our offer: We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition are strongly encouraged, and you'll get a great feel for that working in our friendly and collaborative environment.

A Competitive Salary Alongside a Range Of Benefits Including:

• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 33 days after 10 years' service, with the option to buy additional leave.
• A wide range of flexible working opportunities.
• Modern working environment at Bennet Road, Reading.
• Local Government Pension Scheme (LGPS).
• Life Assurance - three times your annual salary (for members of the LGPS).
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work.
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax.

To arrange a confidential discussion on this position please contact Sean Donaghue, Assistant Housing Repairs and Maintenance Manager.

Closing Date: Sunday 1st June 2025. Interview Date: To be confirmed. Please note that the closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and return your application as soon as possible.

Proud member of the Disability Confident employer scheme.