Complex Repairs Lead

The following content displays a map of the jobs location - Pitsea

Are you experienced in repairs, complaints resolution or property services coordination? Do you enjoy solving complex problems, working with multiple stakeholders and seeing cases through to a successful conclusion? If so, we'd love to hear from you.

As a Complex Repairs Lead (Delivery Support), you'll play a key role within Peabody's Repairs Team, supporting the delivery of responsive repairs, complaint resolution and property services across our housing portfolio. Working within a fast-paced and customer-focused environment, you'll take ownership of complex and escalated repair cases, helping to improve services and deliver better outcomes for our residents.

• Manage and coordinate complex repairs, escalated cases and complaint-related repairs through to resolution.
• Work closely with contractors, regional property services teams and complaint handlers to ensure repairs are completed effectively and efficiently.
• Investigate repair histories to identify root causes, service failures and opportunities for improvement.
• Act as a key point of contact for customers, keeping them informed throughout the lifecycle of their case.
• Support service improvement initiatives and ad-hoc projects across Property Services.
• Build strong relationships with internal teams and external contractors to remove barriers and drive positive outcomes.
• Provide support to operational teams and assist with contractor and colleague enquiries when required.
• Produce reports, analyse data and help identify trends that support continuous improvement.

• Experience coordinating repairs, maintenance programmes, complaints or property-related projects.
• Strong customer service skills and a commitment to delivering excellent resident outcomes.
• Excellent problem-solving abilities with the confidence to manage complex and challenging cases.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to engage confidently with customers, contractors and stakeholders.
• Strong analytical skills and experience investigating service issues and identifying solutions.

• Experience with in repairs, property services, housing maintenance or a related customer-focused environment.
• Experience coordinating work programmes, projects or complex casework.
• Proven ability to investigate issues and drive cases to successful resolution.
• Strong stakeholder management and relationship-building skills.
• Excellent attention to detail and ability to manage competing demands.
• High level of IT literacy, including strong Microsoft Excel skills.
• Experience analysing and reporting on performance data and service trends.

When you join Peabody, you're joining a team guided by our values:

You'll be part of a team committed to improving services, resolving customer issues and delivering high-quality homes and repairs for our residents.

• 30 days annual leave, plus bank holidays
• Up to 10% pension contribution
• Life assurance at 4x salary
• Flexible benefits scheme
• Employee Assistance Programme
• Ongoing learning and development opportunities

• This role sits within our centralised Repairs and Property Services function.
• You may be required to visit contractor offices and operational sites as part of the role.
• Flexibility to support service priorities and ad-hoc projects is essential.
• You must have the right to work in the UK. Peabody is unable to provide visa sponsorship for this role.

Got questions? Reach out to George Murphy, Talent Specialist
, at

We reserve the right to close this advert early should we receive a high volume of suitable applications.