Housing Response Officer

We are currently looking for an experienced Housing Response Officer to join a busy Housing Repairs service. This Housing Response Officer role will act as the first point of contact for residents, contractors and internal teams, handling repairs enquiries, housing management queries and scheduling responsive repairs. The successful candidate will be responsible for diagnosing repairs, booking appointments, managing operatives' diaries and ensuring residents receive a high-quality repairs service. This Housing Response Officer position would suit someone with previous experience in a housing repairs, housing services or contact centre environment.

The Role

• Acting as the first point of contact for residents, contractors and internal teams.
• Handling repairs enquiries, housing management queries and tenancy-related enquiries.
• Diagnosing repairs using Keyfax or similar diagnostic systems.
• Raising repairs and booking appointments for residents.
• Managing operatives' and contractors' diaries to maximise productivity and service delivery.
• Prioritising emergency, urgent and routine repairs.
• Monitoring ongoing repairs and escalating issues where required.
• Updating housing and repairs systems to maintain accurate records.
• Supporting residents with enquiries relating to rent, service charges, leasehold, parking and environmental services.
• Undertaking CRM, reception and back-office duties as required.
• Running performance reports and supporting service delivery monitoring.
• Liaising with operatives, supervisors and contractors to ensure repairs are completed within target timescales.

Key Requirements

• Previous experience working in a customer service, contact centre or housing repairs environment.
• Experience handling high volumes of telephone, email and customer enquiries.
• Experience scheduling repairs and managing appointments.
• Experience using housing management or repairs systems.
• Experience diagnosing repairs using Keyfax or similar systems would be advantageous.
• Knowledge of responsive repairs and housing maintenance processes.
• Strong organisational skills with the ability to manage competing priorities.
• GCSE Maths and English or equivalent.
• Willingness to work outside normal office hours, including occasional Saturdays.

What You Need to Do Now If you are interested in this Housing Response Officer role and meet the criteria above, please click APPLY NOW and send us your CV.

If you do not hear from us within 48 hours, unfortunately your application has not been successful on this occasion.

Footnote If you feel that this Housing Response Officer job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We regularly recruit for Housing Response Officers, Repairs Schedulers, Repairs Coordinators and Housing Repairs roles across the UK and would be pleased to speak with you confidentially. Even if you are currently satisfied in your role, we welcome calls from housing repairs professionals looking to build future connections. For more information, call Zubair at Carrington West on (phone number removed). By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us