Vacancy: Complex Repairs Officer
Closing date: Thursday 9 July
Shortlisting: Friday 10 July
Proposed Interview date: Wednesday 15 – Friday 17 July
Salary: £37,042
About the vacancy:
We’re looking for a proactive and organised Complex Repairs Officer to manage and coordinate more challenging repair cases from start to finish. You’ll play a key role in diagnosing issues, planning multi-trade works, and ensuring repairs are delivered efficiently while keeping customers informed throughout. Working closely with operational teams and contractors, you’ll help drive high-quality outcomes, improve processes, and deliver a positive customer experience. This role also includes supporting and guiding a Repairs Support Administrator.
Specifically, in the role you will:
Complex Repair Diagnostics, Validation & Scoping
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Review referred repair requests to confirm complexity, required trades, accuracy of diagnosis, and completeness of information.
- Validate and correct job codes, SORs, priority classifications, materials needs and contractor requirements.
- Identify risks, safety concerns or compliance‑related issues and escalate appropriately.
- Build comprehensive multi‑trade job structures, ensuring clear sequencing and instructions.
HHSRS Case Management (Repairs Officer)
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Support the coordination and progression of HHSRS cases by ensuring hazards, actions and outcomes are accurately recorded and monitored.
- Track remedial works and follow‑up actions to ensure cases are progressed within agreed timescales.
- Liaise with Surveyors, Housing Management and other relevant teams to support timely resolution of identified hazards.
- Maintain clear, accurate case records and provide updates to managers as required.
- Escalate delays, high‑risk cases or concerns in line with procedures.
- Support consistent application of policy and procedures relating t o each case.
Workflow Coordination, Scheduling & Multi‑Trade Management
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Work closely with planners and supervisors to design effective job sequences that minimise delays and repeat visits.
- Ensure trades are scheduled in a coordinated, logical order with efficient use of resources.
- Track job progression throughout the lifecycle, resolving blockers and supporting continuous flow.
- Coordinate specialist contractors and ensure materials, equipment and access arrangements are in place before works commence.
Customer Experience & Communication
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Act as a consistent point of contact for customers with complex repairs, providing timely updates and managing expectations.
- Clearly explain repair scopes, timescales, trade sequences and any pre‑work requirements.
- Reduce avoidable contact by maintaining proactive communication and ensuring accurate customer‑facing information.
- Handle customer queries relating to complex repairs professionally and empathetically.
Data Quality, Information Management & Reporting
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Maintain accurate and auditable repair records, ensuring all updates, documents, notes and completions are correctly recorded.
- Identify trends, recurring issues or delays and provide insights to managers for service improvement.
- Support performance reporting and contribute to monitoring of complex repair volumes, timelines and outcomes.
Continuous Improvement & Service Enhancement
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Work collaboratively with Customer Services, planners, supervisors and contractors to improve processes, reduce waste and strengthen accuracy.
- Identify frequent causes of complex referrals and support efforts to improve first‑point‑of‑contact diagnosis.
- Contribute to service improvement initiatives that strengthen the end‑to‑end repairs journey.
Line Management & Team Support
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Provide day‑to‑day supervision, guidance and support to the Repairs Support Administrator.
- Conduct regular 1:1s, appraisals, reviews and development discussions.
- Set clear expectations for performance, behaviour and quality standards.
- Support capability building, wellbeing and professional development.
- Ensure the Repairs Support Administrator contributes effectively to workflow tracking, administration and data quality.
Collaboration & Cross‑Team Working
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Build strong working relationships with Customer Services, Repairs Supervisors, Planners, Surveyors, contractors and other internal teams.
- Support joined‑up service delivery and consistent standards across Property Services.
- Participate in meetings, case reviews and process improvement sessions.
(Please refer to the attached recruitment pack for more information.)
Application Process:
We require an application form to be completed for every role.
We do not require recruitment agency support at this time – all speculative CV’s will be treated as a direct application.
Your Hedyn, our comprehensive benefits package:
We believe Hedyn is a great place to work and it’s important to us that our people feel the same way.
As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.
We are still at the beginning of our journey. Join us to help shape it.
Enhanced Pension Scheme:
We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.
Enhanced Annual Leave:
You’ll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years’ service.
SMART Working (dependent on role):
You’re trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.
At Hedyn, we believe that ‘work is something you do rather than somewhere you go.’
Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.
Flexible Benefits
We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.
Development:
We offer many professional and personal development options such as sponsored study opportunities and career progression and development.
We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.
If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.
