Repairs Complaints Case Co Ordinator (Fixed Term)

In the role of Repairs Complaints Case Co Ordinator, you will be the central point of coordination between customers, property services teams, contractors, surveyors, complaints team, and finance where applicable.

You will play a vital role in managing and resolving complaints relating to repairs and maintenance, including complex cases and those with potential insurance implications. The role will ensure complaints are properly triaged, thoroughly investigated and progressed through to a satisfactory conclusion.

This role is ideal for candidates with strong customer centred experience, along with practical understanding of repairs processes, contractor management, inspection reporting and basic building/maintenance terminology. A proven track record of managing a caseload from receipt to resolution.

Key Responsibilities will include:

• Complaint Triage & Case Management
• Investigation & Coordination
• Complex Repairs & Works Management
• Insurance & Financial Liaison
• Customer Liaison & Communication
• Decision-Making & Response Drafting
• Quality, Compliance & LearningCarry out any other duties as required by the Head of Property Services.
• Travel to properties and attend site inspections as required.
• Willingness to work within the team’s core hours and adapt to occasional out‑of‑hours contact if necessary

We offer well maintained, affordable homes across East Staffordshire, South Derbyshire, and North West Leicestershire.

Over 6,200 properties, ranging from sheltered accommodation to family homes and everything in between.

We are driven to make a difference to people’s lives and reduce homelessness in our region. By providing affordable homes and a wide range of supporting services we enable people and communities to thrive and enjoy life. Our Mission is to Transform Homes, Lives, and Communities in our region, and for more than 22 years now that is exactly what we have been doing.