Repairs Case Manager – RHP Group
RHP Group is hiring a Repairs Case Manager. The role involves acting as the main contact for our repairs service, supporting the team and keeping customers updated throughout their repair journey.
Base pay range
Direct message the job poster from RHP Group
Key Responsibilities
* Monitor, review, and update repair cases using online systems and tools to action tasks and track progress.
* Support the team by identifying inconsistencies and maintaining accurate records.
* Work closely with surveyors to oversee complex, escalated and high‑risk repair cases from start to finish.
* Collaborate with other teams, customers and suppliers to support the complaints process and resolve repairs effectively.
* Arrange appointments and access into customers’ homes.
* Manage the short‑term decant process.
* Keep customers informed about complex repair cases and agree long‑term programmes of work in consultation with customers and contractors.
* Report on and analyse performance data, highlighting trends and ideas for improvement.
* Take ownership to proactively manage the repairs purchase order process.
* Action Subject Access Requests and personal injury claims.
Qualifications & Experience
* Delivering excellent customer service in a high‑volume environment, remaining calm under pressure.
* Property maintenance knowledge and understanding of repairs obligations.
* Going the extra mile and taking ownership of issues.
* Experience working with digital systems, including Microsoft CRM.
Values & Behaviours
* Role‑model our values: Know our stuff / Make it happen / Care.
* Demonstrate inclusive behaviours, respecting and embracing differences.
* Communicate passionately and authentically across different channels.
* Be digitally savvy, learning systems quickly to deliver an amazing customer experience.
* Build collaborative working relationships with stakeholders such as partners, contractors, suppliers and customers.
* Work in an organised, methodical way with excellent accuracy and attention to detail.
* Make wise decisions and solve problems without overcomplicating, understanding customer needs and different tenures.
* Remain curious and bring innovative ideas to improve the customer experience.
* Take ownership and be tenacious to make things happen.
* Understand GDPR and data requests.
Employment type
Full‑time.
Seniority level
Not applicable.
Location
Hammersmith, Greater London, England, United Kingdom.
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