Salary range: £38,937- £40,575 p.a. inc. London weighting

Contract: Permanent

Hours of work: 36 hours per week

Location: Civic centre minimum three days per week

Help shape better services for Brent’s communities

Brent is one of the most diverse boroughs in the country, with communities, ideas and experiences from across the world helping to shape who we are. Working here means joining a council that is focused on fairness, open to new thinking and committed to improving life for local people.

Our values shape how we work and what people can expect from us. We collaborate proactively, lead inclusively, embrace change, are bold and curious, and celebrate and share our success. For people who care about public service and want their work to matter, Brent offers the chance to make a meaningful difference.

About the role

As a Repairs Resolution Coordinator, you'll be at the heart of our Property Services team, ensuring customers receive excellent support when repairs don't go to plan. Working within the Repairs Resolution function, you'll investigate and write complex complaint cases, coordinate solutions across teams and contractors, and help turn challenging situations into positive customer experiences.

This role is critical in bridging the gap between customers and service delivery, ensuring concerns are listened to, understood, and resolved fairly and efficiently. You'll play a key role in identifying lessons learned, driving service improvements, and helping us deliver a repairs service that customers can trust.

About you

We are looking for someone who:

Is IT literate with knowledge of standard software applications including Microsoft Office and Teams.
Has a comprehensive knowledge of the statutory and corporate complaints process and associated legislation and policies.
Has knowledge of undertaking complex investigations.
Has knowledge of legislations applicable to a Social Housing Landlord.
Has demonstrable experience of working in a social housing setting, with an understanding of repairs, maintenance, voids, tenancy services and the challenges faced by social housing residents.
Has experience in managing and writing complaint responses and dealing with a wide range of people at all levels, delivering the objectives in a timely manner within the required deadlines.

Why join us?

We know people do their best work when they feel valued, supported and able to grow. At Brent, you will benefit from:

27 days’ annual leave, rising with length of service, plus bank holidays
Local Government Pension Scheme with generous employer contributions
hybrid and flexible working options for most roles
supportive family-friendly policies
health and wellbeing support, including eye test support and a 24/7 Employee Assistance Programme
financial wellbeing support, including education sessions, childcare deposit loans, and season ticket loans
travel support, including affordable parking nearby, a Cycle to Work scheme, and onsite facilities
learning and development opportunities to support your career
access to My Brent Rewards with exclusive discounts on shopping, travel, leisure and entertainment

To learn more about our benefits, visit Our offer to you.

Closing date: Monday 12 October 2026 (23:59)

We reserve the right to close this vacancy early if we receive a high volume of applications. If you are interested, we encourage you to apply as soon as possible.

Applications from candidates who have applied for this role in the last 6 months will not be considered.

Please note that employees must have successfully completed their probationary period before applying for this vacancy.

Brent Council values the diversity of its community and aims to have a workforce that reflects the people we serve. We welcome all applications from all sections of the community and encourage applicants to complete the diversity survey section of the application.

We are committed to fostering an inclusive workplace where everyone is treated with dignity, respect and fairness. We expect all employees to demonstrate a commitment to equality, diversity and inclusion and to promote inclusive, non-discriminatory practices in their work. This commitment forms part of our recruitment process, and candidates may be assessed on their understanding of and ability to contribute to an inclusive working environment.

The information we collect from you will be shared with Cifas, who will use it to help prevent fraud and other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details on how your information will be used by Brent and Cifas, and your data protection rights can be found here.

As a Disability Confident employer, we guarantee an interview to disabled applicants who meet the essential criteria for the role. This includes people with hidden disabilities, long term health conditions, diagnosis, and mental health conditions. We also guarantee an interview to care-experienced applicants who meet the essential criteria. Information shared for this purpose will be treated fairly and used only to confirm eligibility under these schemes.

If you need reasonable adjustments at any stage of the recruitment process, please contact recruitment@brent.gov.uk.

Brent has a positive approach to flexible working.

View the Job Description here