Repairs Triage Specialist

Repairs Triage Specialist (Birmingham - Hybrid)

Everything we do is about people whether providing a quality, safe home or providing care which helps someone to live an independent life. If you’re the kind of person who takes real pride in getting things right the first time, and you can bring calm clarity to busy days, this is a role where your work directly improves lives.

As a Repairs Triage Specialist, you’ll be at the heart of our repairs process. You’ll review requests, make informed decisions on priority and next steps, and ensure that the right work is raised for the right job at the right time. You’ll coordinate the flow of repairs so people feel listened to, supported, and safe in their homes.

What you’ll be doing

• Triaging repairs requests received from customers and colleagues, accurately assessing the nature and urgency of each report.

• Prioritising & scheduling workloads to ensure urgent safety-related issues are dealt with first.

• Capturing clear details so that repairs teams and contractors have the information they need to act effectively.

• Investigating & directing enquiries where appropriate, including identifying whether a request is a repair, maintenance, or requires a different type of support.

• Communicating with empathy, keeping people updated and ensuring expectations are managed fairly.

• Liaising across teams to support smooth end-to-end case progression, from first contact to job completion.

• Monitoring quality & outcomes, spotting patterns and raising improvements to support better service and fewer repeat issues.

• Maintaining accurate records in relevant systems and following internal processes and compliance requirements.

What we’re looking for

You don’t need to have this exact job title. We require someone with a strong customer focus, excellent judgement, and the ability to organise information quickly and accurately.

• Experience working in a customer service, repairs/co-ordination, case management, or similar environment.

• Knowledge in awaab's law in regards to emergency repairs, damp & mould.

• Confidence to triage and prioritise competing demands, especially when requests involve urgent safety concerns.

• Strong administration & record keeping skills, with attention to detail.

• Ability to communicate clearly—listening carefully, asking the right questions, and explaining next steps in a reassuring way.

• Good knowledge of repairs & maintenance including damp & mould, gas, electric, plumbing

Why this role matters

Repairs are crucial for the end user. They provide confidence, dignity, and safety. When a boiler breaks, a leak is detected, or something feels “not quite right”, people need swift and sensible action. Your role makes that happen.

You’ll be part of a team that values social purpose. People across our services show up with genuine care—and we’re looking for colleagues who want to do the same.

How you’ll be supported

• Clear processes and guidance to help you triage effectively and consistently.

• Collaboration with teams and contractors so you can get repairs moving quickly.

• Regular communication and feedback to help you develop your knowledge and grow in the role.

Ready to apply?

Take the next step and apply for the Repairs Triage Specialist role in Birmingham. Tell us about your experience and how you approach triage, prioritisation, and customer communication—especially when the situation is urgent or complex.

Everything we do is about people. Come and make that practical, every day