Description:
As a Disrepair Lead, you'll play a vital role in supporting residents, surveyors and legal teams to ensure disrepair cases are managed efficiently, compliantly and with the customer at the heart of every decision.
Working within our central Repairs Team, you'll coordinate disrepair cases from receipt of a letter of claim through to resolution, working closely with residents, solicitors, contractors and operational teams to deliver positive outcomes and improve the customer experience.
What You'll Be Doing
- Manage disrepair cases in line with the Housing Disrepair Pre-Action Protocol.
- Work closely with residents, solicitors, surveyors and contractors to progress cases through to resolution.
- Ensure residents are kept informed throughout the process and receive excellent customer service.
- Support operational teams in coordinating repairs and resolving outstanding issues.
- Maintain accurate records and case updates across internal systems.
- Identify trends and opportunities to improve performance and reduce disrepair volumes.
What You'll Bring
- Experience managing disrepair cases and a strong understanding of the Disrepair Pre-Action Protocol, or you may come from a strong customer service background with a keen interest in Disrepairs.
- Excellent communication skills with the ability to build relationships with residents, legal representatives and internal teams.
- Strong organisational skills with the ability to manage multiple cases and competing priorities.
- Experience working with databases, case management systems and Microsoft Office, including Excel.
- A customer-focused approach and the ability to resolve complex issues effectively.
- Strong administrative, diary management and case coordination experience.