Repairs Service Advisor

About the role

Role Summary

•TCH Repairs provides a repair service to over 10,000 tenants of Town & Country Housing. Your role is to be their first point of contact when they raise a repair, answering calls to the repair helpdesk.

Salary:

£26,817

Hours of Work:

35

Contract:

Permanent

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

I have been with TCH 15 years, and the colleagues I work with have made it such a great place to work. I really love what we do for our residents and enjoy being part of the Customer Services Team.

In Customer Services we are the front-line team taking the initial calls and enquiries from residents, regarding everything from ASB to Repairs. Every call is different, and the team have incredible knowledge on many different topics. It is so rewarding working with such great colleagues and seeing the ways in which we can help our residents.

Emma Browning, Customer Service Team Leader

What will you be doing?

Role Specific Responsibilities

•Ensure customer contact is achieved within agreed service standards and timescales, including answering telephone calls, responding to repair emails, customer service emails, and webchat enquiries.
•Respond to online customer general and repair enquiries, providing accurate and standardised written responses in conjunction with the Senior Repairs Advisor or Customer Services Manager where required.
•Accurately diagnose repair requests at first point of contact to enable correct logging and appropriate allocation of trade operatives. This includes the mandatory use of video call technology for all emergency repair reports and all Damp & Mould cases to support effective diagnosis, risk assessment, and prioritisation.
•Clearly explain the purpose of video calls to residents and encourage engagement to ensure accurate assessment. Where video assessment is not possible, record the reason and follow alternative verification procedures in line with policy.
•Allocate the next available suitable appointment, taking into consideration the resident’s circumstances, urgency of the repair, and service standards.
•Provide cover across the Customer Services Team as required, ensuring continuity of service and adherence to response times across all communication channels.
•Liaise effectively with operational and commercial teams, including client teams, housing managers, customer services, contractors, and external support agencies to ensure coordinated service delivery and appropriate support for residents.
•Demonstrate a clear commitment to delivering a customer-centred service, identifying opportunities for service improvement and contributing to continuous improvement initiatives.
•Create, update, and maintain accurate information across all systems and databases, ensuring data integrity and compliance with company procedures.
•Maintain a consistent, proactive, and professional approach at all times, undertaking additional duties as required to support the efficient operation of TCH Repairs and the wider team.
•Operation of all aspects relating to the needs of the team and TCH Repairs (additional training will be provided as required)

•Participate in training, following identification of needs through a training need analysis.

•Participate in projects and workgroups at the request of the Customer Services Manager

•Assist the Customer Services Manager in the implementation of policies and processes aligned with customer care, with a view to improving performance from customer feedback.

•Ensure processes are written for the repairs service operation and regularly maintained.

•Ensure full business continuity is achieved by providing cover for the operation where necessary.

•Ensure full compliance with the equality and diversity regulations.

•Participate in customer engagement and feedback with a view to continuous improvement.

•Comply with operational Key Performance Indicators in line with departmental targets.

General

•To adhere to the Group’s equal opportunities policy and to actively promote equality of opportunity wherever possible.
•Recognise, respect, and promote the different roles and diversity of the individuals within the Group.
•To actively contribute towards the Group’s key performance indicators and professional standards
•Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives
•To participate in training and attend other meetings and staff events as required.
•To undertake other such duties as may be reasonably expected from time to time.
•Be an effective member of your team, presenting a positive impression of your section and the Group.

This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment.

About You

Education & Qualifications

•GCSE or equivalent education - Essential

Key Skills & Competencies

•Office administration experience - Essential
•Customer service experience - Essential
•Microsoft Office experience - Essential
•Knowledge of housing issues, including equal opportunities, and housing associations - Desirable

Behaviours

•Calm, confident and approachable manner - Essential
•Good communication skills, face to face and via telephone - Essential
•Ability to think and act quickly in a pressurised environment - Essential
•Proven ability to negotiate outcomes and solve problems - Essential
•Experience of using own initiative to implement and improve work systems - Essential
•Ability to prepare and interpret numerical data and to explain to others - Essential
•Proven ability to plan and manage own workload - Essential
•Ability to work well as part of a team - Essential
•Desire to provide excellent customer service - Essential
•Resilience when dealing with difficult situations - Essential

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Sunday, 1 March 2026

Interview Date:

Monday, 9 March 2026