Maintenance Support Officer – AR

Job Details

Job Title: Maintenance Support Officer (Housing Repairs)

Service: Locality & Customer Services

Team: Housing, Income & Assessment

Grade: 5–6

Location: Shute End / Smart Working (mainly home-based with occasional office attendance)

Reports to: Senior Specialist / Team Leader

Role Summary

The Maintenance Support Officer is responsible for coordinating and supporting the housing repairs service. This includes managing incoming repair requests, ensuring they are directed to the correct teams or contractors, and providing clear communication between residents, contractors, surveyors, and internal departments. The role ensures repairs are progressed efficiently, accurately recorded, and compliant with council processes and statutory requirements.

Key Responsibilities

Repairs Coordination & Inbox Management

  • Monitor the housing repairs inbox and identify repair-related issues
  • Log, prioritise, and redirect requests to the appropriate teams or contractors
  • Ensure urgent issues are escalated appropriately

Tenant & Customer Contact

  • Contact tenants to discuss repair issues, arrange access, or schedule inspections
  • Handle enquiries from tenants, leaseholders, and the call centre
  • Manage difficult or sensitive conversations professionally

Contractor Liaison (e.g. CARDO)

  • Maintain regular communication with housing maintenance contractors
  • Provide required information such as asbestos surveys or access details
  • Respond to contractor queries and support resolution of site issues

Administrative & System Processing

  • Raise purchase orders using NEC and Business World systems
  • Process and manage invoices linked to repairs work
  • Maintain accurate records across housing systems

Inspections & Technical Support

  • Arrange property inspections with surveyors and residents
  • Support the collation and submission of disrepair information for legal cases
  • Submit out-of-hours repair reports to contractors

General Responsibilities

  • Work in line with council policies, statutory requirements, and service procedures
  • Contribute to continuous improvement in repairs and housing service delivery
  • Maintain professional communication across all channels (phone, email, systems)
  • Support safeguarding, equality, health & safety, and council conduct standards

Person Requirements

Essential

  • Experience in housing, repairs, maintenance coordination, or similar customer service environment
  • Strong communication skills (phone and email), including dealing with challenging conversations
  • Good IT skills (Microsoft Office and case management systems)
  • Ability to prioritise workload and manage multiple enquiries
  • Experience working with residents, customers, or contractors

Desirable

  • Knowledge of housing repairs or maintenance processes
  • Experience using NEC or Business World systems
  • Understanding of housing disrepair processes or legal escalation cases

Working Style

  • Mainly remote working with occasional office attendance
  • Flexible approach required to ensure service coverage throughout the day
  • Part of a small team supporting housing repairs operations