Vacancy: Repairs Assurance Officer
Closing date: Thursday 9 July
Shortlisting: Friday 10 July
Proposed Interview date: Wednesday 15 – Friday 17 July
Salary: £33,397
About the vacancy:
We’re looking for a detail-oriented Repairs Assurance Officer to improve the quality and accuracy of repair requests from first contact. Acting as a key link between Customer Services and Repairs teams, you’ll ensure jobs are correctly diagnosed, prioritised and allocated, helping to reduce repeat visits and delays. You’ll also support colleagues through training and guidance, driving consistency, improving processes, and enhancing the overall customer experience.
Specifically, in the role you will:
Repairs Diagnostics, Validation & Quality Control
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Carry out regular reviews of incoming repair requests for accuracy, correct diagnosis, priority, and routing.
- Validate and correct repair categories, SORs, trade allocation, priority coding and job types.
- Support the effective management of Housing Health and Safety Rating System (HHSRS) compliance by maintaining accurate records, monitoring remedial actions, and providing assurance information to management.
- Challenge and rectify incorrect or incomplete repairs information raised by Customer Services.
- Ensure consistent application of Hedyn’s repairs standards, policies and coding rules.
- Support reduction of follow‑on visits, repeat repairs and avoidable contact by improving first‑time accuracy.
Training, Support & Capability Building (Customer Services)
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Provide training, coaching and day-to-day support to Customer Services colleagues on technical repairs diagnostics, priority setting and correct procedures.
- Develop learning materials, quick guides, call scripts and process prompts.
- Support new starters, refresher training and skill building programmes.
- Identify recurring training needs based on common errors, performance trends or quality checks.
Data Quality, Reconciliation & Reporting
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Undertake regular validation and reconciliation of repairs data to ensure accuracy and auditability.
- Identify patterns of mis-categorisation, high volume errors or workflow issues and escalate insights to the Performance & Value Manager.
- Maintain accurate records of corrections, amendments and data quality issues.
- Contribute to improvements in data quality across Property Services systems.
Continuous Improvement, Process Alignment & Efficiency
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Support process improvement initiatives to streamline end to end repairs workflows.
- Identify opportunities to reduce waste, improve diagnostic accuracy and speed up job progression.
- Contribute to improvements across scheduling, customer diagnosis, digital tools and repair categorisation.
- Work with Repairs Supervisors, Team Leaders and the Performance & Value Manager to develop standardised processes and clear operational guidance.
- Promote a culture of accuracy, learning and continuous development across both Customer Services and Repairs teams.
Customer Experience & Service Improvement
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Ensure that the repair journey is efficient and reduces unnecessary delays, repeat visits or customer frustration.
- Use customer feedback, complaints trends and common error themes to drive improvements to scripts, training and workflows.
- Contribute to root cause analysis of service failures, ensuring corrective actions are implemented.
Collaboration & Cross Team Working
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Work closely with Customer Services Managers, Team Leaders, Repairs Supervisors, Planners and digital colleagues to ensure aligned processes.
- Support coordinated service delivery and consistent standards across Property Services.
- Build strong working relationships across operational teams to support better outcomes and right‑first‑time delivery.
(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.
