Repairs and Maintenance Adviser

Job title: Repairs and Maintenance Adviser Location: London N4 (Office based) Start Date: ASAP Contract Type: Temporary ongoing Weekly Hours: 35 hours per week We are looking for an experienced Repairs and Maintenance Adviser to join a housing association’s Assets and Repairs Team. You will act as the first point of contact for residents reporting repair and maintenance issues, managing enquiries by both telephone and email. You will ensure repairs are logged accurately, monitored through to completion and escalated when necessary. This is a busy, fast-paced position requiring previous experience handling repairs enquiries within a housing association or social housing environment.

Key Responsibilities

• Respond promptly to repairs and maintenance enquiries from residents by telephone and email.
• Accurately diagnose, log and track repair requests in line with agreed service levels.
• Provide residents with clear advice, reassurance and regular progress updates.
• Manage a busy workload of telephone calls, emails and outstanding repair cases.
• Liaise with contractors, surveyors, operatives and internal teams to support the timely resolution of repairs.
• Arrange appointments and coordinate access with residents where required.
• Monitor outstanding repairs and follow up on incomplete jobs and agreed actions.
• Identify and elevate urgent, overdue or complex repairs appropriately.
• Maintain accurate and up-to-date records on CRM, housing and repairs management systems.
• Help ensure residents’ homes remain safe, well-maintained and habitable.
• Contribute ideas to improve the repairs service and overall customer experience.
• Participate in regular team meetings and share best practice with colleagues.

Candidate Profile

• Has previous experience handling repairs enquiries within a housing association or social housing environment.
• Has managed repairs-related telephone calls and email correspondence.
• Understands housing repairs and maintenance processes.
• Has experience working in a fast-paced customer service or contact-centre environment.
• Communicates clearly, calmly and empathetically, including when dealing with challenging situations.
• Can provide accurate information and manage residents’ expectations effectively.
• Is confident liaising with contractors, surveyors and internal colleagues.
• Is IT literate and comfortable using CRM systems, email and Microsoft Office.
• Can organise and prioritise a busy workload while maintaining attention to detail.
• Works effectively as part of a collaborative team and takes a proactive approach to solving problems.