About this role
Repairs Complaints Coordinator
In this role, you will:
- Coordinate repairs complaints at stages 1 and 2, ensuring they are progressed efficiently and fairly.
- Build excellent relationships with residents, responding with empathy, professionalism and consistency.
- Work collaboratively with contractors and our regional property services teams to resolve issues and remove barriers.
- Review repairs histories, identify where things have gone wrong, and highlight lessons learned so we continually improve.
- Own escalated cases when needed, keeping residents updated and ensuring timely progress.
- Contribute to a high-performing, supportive team that puts residents at the centre of every decision.
What we’re looking for:
- A proven track record of delivering excellent customer service, particularly in complex, sensitive or challenging situations.
- Experience coordinating high-risk, escalated or repairs-related complaints, ideally in housing or property services.
- Strong case management and organisational skills, with the ability to juggle multiple priorities and meet strict deadlines.
- Confidence working under pressure, using problem-solving skills to support timely and fair resolution.
- Excellent communication and stakeholder management skills, working effectively with colleagues, contractors and residents.
- Strong IT proficiency, including Microsoft Excel and experience using housing or case management systems.
If you’re adaptable, solution-focused and committed to improving services for residents, we’d love to hear from you.
Why join us?
We’re committed to delivering Simple, Safe, and Smart services. Our values — Be kind, Do the right thing, Love new ideas, Celebrate diversity, Keep our promises, and Pull together — are at the heart of everything we do. If you share these values and want to make a real impact, we’d love to hear from you.
Be part of a team that plays a vital role in improving services and outcomes for residents, working on meaningful, high-impact cases that drive real change. You’ll collaborate with colleagues across regions and functions, while also having the opportunity to shape processes and continuously improve complaint handling practices.
Here’s what you’ll get when you join us:
- Flexible and hybrid working
- 30 days' annual leave, plus bank holidays
- Up to 10% pension contribution, matched 1:1
- Two additional paid volunteering days each year
- Flexible benefits scheme, including options for healthcare, dental care, and more
What to expect from our recruitment process:
We’re committed to a fair, inclusive, and transparent recruitment process.
Interviews for this role will take place on Tuesday 10th November 2026. Interviews will be in-person at our Pitsea office.
Please read before you apply:
- You will be working at least two days per week at our office in Pitsea and be willing to travel to other Peabody Offices and attend contractor meetings.
- Please note, unfortunately Peabody are unable to offer sponsorship as a licenced employer