Senior Repairs Coordinator

The Company
Our client is a nationally recognised and respected provider of repairs and maintenance services, delivering essential maintenance and property services across the social housing sector.
With over 40 years of industry experience, the organisation has built a strong reputation as a trusted partner to housing associations, local authorities, and other public sector bodies.
Its service offering includes Planned Maintenance, Responsive Repairs, Decarbonisation, Voids Refurbishment, Property Compliance Services, Capital Works, and Asset Improvement Programmes.
The Role
As a Senior Repairs Coordinator, you'll play a vital role in delivering an outstanding repairs service to residents across a diverse housing portfolio. Working within a fast-paced environment, you'll ensure maintenance works are planned efficiently, customer expectations are managed effectively, and contractual performance targets are consistently achieved.
Working within a busy repairs team, you will act as the main point of contact between residents, clients, supervisors, and operatives, coordinating repair appointments from initial request through to completion. Your role will involve carefully planning engineers' workloads, responding to changing priorities throughout the day, and ensuring customers are kept fully informed at every stage of the repair process.
Roles & Responsibilities
* Oversee responsive repair requests from initial logging through to successful completion.
* Schedule and allocate repairs based on location, trade, priority, availability, and operative skillset.
* Coordinate emergency, urgent, and routine repairs in line with contractual response times and KPIs.
* Monitor, adjust, and optimise operative diaries to maximise productivity and minimise downtime.
* Reallocate work and resources as priorities, workloads, and operational demands change.
* Provide operatives with accurate job details, instructions, documentation, materials, and access requirements.
* Act as the primary point of contact for residents, keeping them informed of appointments, delays, cancellations, and repair progress.
* Respond to enquiries, manage customer expectations, and handle complaints professionally, escalating where required.
* Raise, process, and maintain accurate works orders and repair records using the repairs management system.
* Monitor live and outstanding jobs, ensuring repairs progress as planned and are completed within agreed timescales.
* Coordinate follow-on works, additional appointments, specialist subcontractors, and associated resources as required.
* Liaise closely with Supervisors and operational teams regarding workloads, productivity, performance, and resource planning.
* Monitor performance against KPIs, SLAs, company procedures, and contractual requirements, producing reports where necessary.
* Escalate overdue repairs, vulnerable resident cases, and other high-priority issues promptly and appropriately.
* Build strong relationships with colleagues, clients, and stakeholders, contributing to operational meetings, service improvements, and overall contract performance.
The Ideal Candidate
* Previous experience in repairs scheduling, planning, or coordination within social housing, property maintenance, facilities management, or a similar environment.
* Strong organisational, workload management, and problem-solving skills.
* Experience working to KPIs and service level agreements.
* Excellent customer service, communication, and stakeholder management skills.
* Ability to manage multiple priorities effectively in a fast-paced environment.
* Experience using repairs management, scheduling, or workforce planning systems.
* Confident liaising with tenants, operatives, subcontractors, and clients.
* Proficient in Microsoft Office and general administrative systems.
This is an excellent opportunity to join a well-established and growing organisation that genuinely invests in its people. You'll be joining a supportive, high-performing team where your contribution is valued and where clear progression routes into supervisory, operational management, and leadership positions are available