When major works finish on a home, residents want reassurance that any issues will be handled quickly, carefully and with real attention to detail. The Defects and Improvements Officer helps make that happen. It’s a role for someone who genuinely enjoys solving problems, supporting people and keeping things moving so residents feel heard, respected and confident in the service they receive.
In this role, you’ll be the first point of contact for residents reporting defects during the defects period. You’ll listen, gather information, and coordinate with contractors, project teams and colleagues to make sure issues are diagnosed properly and resolved as soon as possible. You’ll help manage snagging inspections, keep residents updated, and make sure communication stays clear, compassionate and consistent from start to finish.
You’ll also play an important part behind the scenes. You’ll track and monitor defects, keep accurate records, update performance trackers, and contribute to dashboards and reports that help the wider service understand what’s happening on the ground. Your work will help identify patterns, highlight risks and feed into improvements that reduce repeat issues and raise overall quality. You’ll collaborate closely with the Defects and Improvements Lead, supporting the smooth running of the whole service and helping embed a more coordinated and proactive approach.
We’re looking for someone who brings energy, patience and strong communication skills. You’ll need to feel comfortable working with contractors and technical colleagues, but also able to explain things simply to residents who may be stressed or unsure what to expect. Good organisation will be essential, as you’ll be managing multiple cases at once, often with tight timescales.
If you’re someone who takes pride in resolving issues, enjoys helping residents feel supported, and wants to be part of a team committed to improving the way we deliver for our communities, we’d be happy to hear from you.
Westminster City Council is a member of the Disability Confident Scheme. If you would like to apply under the scheme, please state this clearly at the top of your supporting statement, along with any adjustments you require to be made if invited for interview.
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