Complaints and Disrepair officer

  • Location


  • Sector:

    Public Sector

  • Job type:


  • Salary:

    £25.5k per year

  • Contact:

    Jolie Jackson

  • Contact email:


  • Contact phone:


  • Job ref:


  • Published:

    15 days ago

  • Expiry date:


Job: Complaints and Disrepair officer

Location: Tunbridge Wells

Salary: £25,500 Per annum

Hours: 8am - 17:00pm / 1 hour lunch break

Start: ASAP

Remote: Working in the office Full time

The Company:

Build Recruitment provides specialist recruitment services, supplying quality candidates on a temporary or permanent basis to leading organisations throughout the built environment - from executive to operative level.

With offices in London, Manchester and the Southwest, we specialise in Housing, Construction, Facilities Management, Property, Surveying, Health & Safety and Sales. We supply candidates from executive to operative level, and are currently working with a Social Housing contractor who are looking for a Complaints and disrepair officer based in Tunbridge wells.

Day to Day:

This role is the first point of contact for the client who have received notice of a disrepair claim, providing a timeline of events and where necessary taking ownership of actions in conjunction with the disrepair resource.

This role will also be the first point of contact for any residents who are dissatisfied and have raised this through a complaint (whether informally or formally) seeking solutions as quickly and efficiently as possible. The nature of this role creates the need to work in a fast moving and sometimes challenging environment and dealing with difficult customers and situations.

There will be the need to provide statistics and updates to the Customer Service Manager & Client at regular intervals and carry out any adhoc duties upon request.

Requirements (Skills & Qualifications):

An advanced knowledge of diagnosing & logging repairs including the production of job history with attention to detail

Significant understanding of working with different IT systems relevant to role including client systems

Understanding of the disrepair protocol within Housing including time constraints & penalties

Ability to interpret and apply contractual SLA & KPI obligations to inform appropriate course of action with customer complaints

Proven track record of providing an excellent level of customer service

Excellent communication skills and telephone manner, including providing clear instruction to others including timescales

Ability to deal with difficult & challenging customers

Adopting a methodical approach with the ability to problem solve to achieve results

Resolving issues adopting a pragmatic and assertive manner whilst maintaining great interpersonal skills

Being able to plan and manage own workload

Be empathic and consider all complaints from an equal footing

Providing direction to disrepair resource with a view to achieving results

Handling and administering complaints and disrepair cases through to completion

Liaising with customers both verbally and in writing

Being flexible and adaptable with the objective of prioritising tasks & using time management skills to deliver results

Capturing and analysing data with the production of regular statics

Regular general reviews to enhance both the service provided by Countrywise and general enhancement of the disrepair process.

Please apply or contact Jolie Jackson at Build Recruitment for further details.

We'll take the time to understand your career history and motivations for a new role. We'll also take references and may ask for proof of eligibility to work in the UK.

We work with a wide variety of clients in the public and private sector, and we will work with you to identify clients in which your skills, experience and personality will fit. Once we submit you for a role you will receive support and regular communication throughout the interview process.

?From there our commitment to you is all about being your career partner. We'll identify suitable jobs, provide support, and career guidance and even provide regular salary benchmarking.


Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.