Job title: Repairs Assistant
Location: Ashford, TN23
Contract: Temporary for 3-6 months
Hours: 35 hours per week
Start Date: ASAP
Job Overview
We are recruiting for a Repairs Assistant to support the delivery of responsive repairs and planned maintenance services within a busy housing environment. This role is heavily customer‑focused, acting as a key contact point for tenants while ensuring repairs are raised, managed, and completed efficiently in line with council policy and service standards.
Responsibilities
* Provide administrative and telephone support to the Responsive Repairs and Planned Maintenance Team, ensuring efficient service delivery across housing repairs.
* Act as a first point of contact for tenants, handling repairs and housing enquiries via phone and written communication.
* Diagnose and raise repair orders, ensuring correct priority, contractor allocation, and cost control.
* Resolve a high volume of enquiries at first point of contact using housing knowledge and internal systems.
* Maintain accurate records of all customer interactions and repair activity.
* Support Repairs Inspectors and Surveyors with coordination of works, tenants, and contractors.
* Process contractor invoices, variation orders, and completion data within agreed limits.
* Monitor and update asset and repairs data including compliance areas (e.g., asbestos, EPC, property attributes).
* Identify and prioritise cases relating to disrepair and Right to Repair legislation.
* Carry out general administrative duties including correspondence, reporting, and customer satisfaction follow‑ups.
Requirements
* Minimum 1 year experience in a customer‑facing role (ideally within housing, repairs, or maintenance).
* Strong communication skills, both verbal and written.
* Good IT skills with experience using databases or housing/repairs systems.
* High attention to detail and ability to maintain accurate records.
* Ability to manage multiple tasks and prioritise workload effectively.
* Confident dealing with a wide range of customers, including challenging situations.
Desirable
* Experience within housing, property maintenance, or construction environments.
* NVQ Level 2 in Customer Service (or equivalent).
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