At a Glance
- Tasks: Coordinate and resolve customer complaints about repairs and maintenance.
- Company: A mission-driven organisation providing affordable homes and support services.
- Benefits: Agile working, pension scheme, private healthcare, and long service recognition.
- Other info: Dynamic role with opportunities for personal growth and community impact.
- Why this job: Make a real difference in people's lives while developing your problem-solving skills.
- Qualifications: Strong customer service experience and understanding of repairs processes.
The predicted salary is between 30000 - 40000 £ per year.
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 & Learning
Carry 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.
The Company offers 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.
The Benefits:
- Agile working
- Pension scheme
- Free car park
- Private healthcare scheme
- Long service recognition award
*Please be aware that some benefits may be role dependent.
Repairs Complaints Case Co Ordinator (Fixed Term) employer: TRENT & DOVE HOUSING
As a Repairs Complaints Case Co Ordinator, you will join a dedicated team committed to transforming lives and communities through the provision of affordable housing in East Staffordshire, South Derbyshire, and North West Leicestershire. Our supportive work culture prioritises employee growth, offering agile working arrangements, a pension scheme, and private healthcare, ensuring that you can thrive both personally and professionally while making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Repairs Complaints Case Co Ordinator (Fixed Term)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with current employees on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to repairs and complaints management. We recommend role-playing with a friend to get comfortable discussing your experience and how it relates to the role of Repairs Complaints Case Co Ordinator.
✨Tip Number 3
Showcase your customer service skills! During interviews, share specific examples of how you've successfully resolved complaints or managed complex cases. This will demonstrate your ability to handle the responsibilities of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our mission to transform homes and lives.
We think you need these skills to ace Repairs Complaints Case Co Ordinator (Fixed Term)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Repairs Complaints Case Co Ordinator role. Highlight your customer service experience and any relevant knowledge of repairs processes. We want to see how you fit into our mission of transforming homes and lives!
Showcase Your Experience:When detailing your past roles, focus on your case management skills and any experience with complaint resolution. Use specific examples that demonstrate your ability to handle complex situations, as this is key for us in this position.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon unless it’s relevant to the role. Make it easy for us to see why you’re the right fit for the team!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at TRENT & DOVE HOUSING
✨Know Your Stuff
Familiarise yourself with the repairs processes and terminology mentioned in the job description. Brush up on common complaints and resolutions in property services, as this will show your understanding of the role and impress the interviewers.
✨Showcase Your Customer Skills
Prepare examples that highlight your customer-centred experience. Think about times when you successfully managed a complaint or resolved an issue, especially in complex situations. This will demonstrate your ability to handle the responsibilities of the role.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to complaint triage and case management. Practice how you would approach these scenarios, focusing on your decision-making process and communication skills.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company’s approach to repairs and customer service. This shows your genuine interest in the role and helps you gauge if the company aligns with your values.
