Salary range: Grade 7 £39,519- £40,575p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon

Senior Repairs Customer Resolution Officer – Grade 7

Help keep complex repairs cases coordinated, progressed and on track

About the role

We’re looking for a Senior Repairs Customer Resolution Officer to join our Housing Assets & Repairs service.

You’ll supervise the Repairs Services Officer and Repairs Technical Administration Officer, coordinating workloads and priorities, setting clear expectations and supporting performance and effective team delivery.

You’ll lead the day-to-day coordination and progression of complex repairs and disrepair cases, investigating issues, following up outstanding works and actions and making sure residents receive clear and effective responses.

Working across residents, contractors, repairs and technical teams and other Housing services, you’ll help unblock issues, coordinate action and make sure cases are progressed through to resolution. You’ll also take ownership of complex complaints and customer issues, monitor contractor delivery and identify cases or risks that need management or technical input.

About you

You’ll have experience of working within responsive repairs and of managing or progressing complex repairs, property or customer cases through to resolution.

You’ll be confident investigating complex cases, reviewing information, identifying what needs to happen and either resolving issues within your area of responsibility or escalating them appropriately.

You’ll also have experience of coordinating or supervising the work of others, alongside strong customer service, communication and negotiation skills. You’ll be comfortable dealing with complex or challenging resident issues, managing competing priorities and working across contractors, colleagues and other services to achieve timely resolution.

Why join us?

This is a role where you can have a direct impact on the experience residents receive when repairs become complex or difficult to resolve.

You’ll be at the centre of bringing together residents, repairs teams, contractors and technical colleagues, helping resolve problems, improve service quality and make sure outstanding issues don't lose momentum.

You’ll also benefit from the Local Government Pension Scheme, up to 31 days annual leave subject to eligibility plus Bank Holidays, family-friendly provisions, flexible and agile working in line with service requirements, and 24/7 Employee Assistance Programme support.

To view the job profile please click here

Application closing date: Friday 2 October 2026

Assessment/Interviews: Week Commencing 2 November 2026

Apply early

This vacancy may close without notice if a sufficient number of applications are received. Early application is therefore encouraged.

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We guarantee an interview to disabled applicants who meet the minimum criteria for the role.