Housing Response Officer

We are currently looking for an experienced Housing Response Officer to join a busy Housing Repairs service. This Housing Response Officer role will act as the first point of contact for residents, contractors and internal teams, handling repairs enquiries, housing management queries and scheduling responsive repairs. The successful candidate will be responsible for diagnosing repairs, booking appointments, managing operatives' diaries and ensuring residents receive a high-quality repairs service. This Housing Response Officer position would suit someone with previous experience in a housing repairs, housing services or contact centre environment. The Role - Acting as the first point of contact for residents, contractors and internal teams. - Handling repairs enquiries, housing management queries and tenancy-related enquiries. - Diagnosing repairs using Keyfax or similar diagnostic systems. - Raising repairs and booking appointments for residents. - Managing operatives' and contractors' diaries to maximise productivity and service delivery. - Prioritising emergency, urgent and routine repairs. - Monitoring ongoing repairs and escalating issues where required. - Updating housing and repairs systems to maintain accurate records. - Supporting residents with enquiries relating to rent, service charges, leasehold, parking and environmental services. - Undertaking CRM, reception and back-office duties as required. - Running performance reports and supporting service delivery monitoring. - Liaising with operatives, supervisors and contractors to ensure repairs are completed within target timescales. Key Requirements - Previous experience working in a customer service, contact centre or housing repairs environment. - Experience handling high volumes of telephone, email and customer enquiries. - Experience scheduling repairs and managing appointments. - Experience using housing management or repairs systems. - Experience diagnosing repairs using Keyfa