Repairs Case Manager
| Posting date: | 19 November 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 04 December 2025 |
| Location: | Teddington, South West London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Richmond Housing Partnership (RHP) |
| Job type: | Permanent |
| Job reference: |
Summary
Connect with what you’ll do
In your role you’ll:
Be the main contact for our repairs service, supporting the team and keeping our customers updated at every step of their repair journey.
Monitor, review, and update repair cases, using online systems and tools to action tasks, track progress, maintain accurate and identify inconsistencies.
Work closely with surveyors to oversee complex, escalated and high-risk repair cases from start to finish.
Work with other teams and customers to support the complaints process.
Work collaboratively with colleagues, our repairs partner, contractors, and suppliers to resolve repairs effectively.
Arrange appointments & access into customers’ homes.
Manage the short-term decant process.
Keep customers informed about complex repairs cases and agree long-term programmes of work, in consultation with customers & contractors.
Report on and analyse performance data, highlighting trends and ideas for improvement.
Take ownership to proactively manage the repairs purchase order process.
Action Subject Access Requests and personal injury claims.
Connect with how you’ll do it
We’re looking for someone with experience of:
Delivering brilliant customer service
A high volume of work, whilst remaining calm under pressure.
Property maintenance and an understanding of repairs obligations.
Going the extra mile and taking ownership of issues.
Working with digital systems, including Microsoft CRM.
When we’re hiring, we look for people who share
our values and demonstrate the behaviours that
underpin them. In this role, you’ll display them by:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and
colleagues.
Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
Demonstrating great interpersonal skills to build confident, collaborative working relationships with a range of stakeholders including our partner, building
contractors, suppliers and customers.
Working in an organised, methodical way with excellent accuracy and attention to detail
Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and different tenures.
Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
Taking ownership and being tenacious to make things happen.
Demonstrating a good understanding of GDPR and data requests.
Don’t just find a job. Feel it.
In your role you’ll:
Be the main contact for our repairs service, supporting the team and keeping our customers updated at every step of their repair journey.
Monitor, review, and update repair cases, using online systems and tools to action tasks, track progress, maintain accurate and identify inconsistencies.
Work closely with surveyors to oversee complex, escalated and high-risk repair cases from start to finish.
Work with other teams and customers to support the complaints process.
Work collaboratively with colleagues, our repairs partner, contractors, and suppliers to resolve repairs effectively.
Arrange appointments & access into customers’ homes.
Manage the short-term decant process.
Keep customers informed about complex repairs cases and agree long-term programmes of work, in consultation with customers & contractors.
Report on and analyse performance data, highlighting trends and ideas for improvement.
Take ownership to proactively manage the repairs purchase order process.
Action Subject Access Requests and personal injury claims.
Connect with how you’ll do it
We’re looking for someone with experience of:
Delivering brilliant customer service
A high volume of work, whilst remaining calm under pressure.
Property maintenance and an understanding of repairs obligations.
Going the extra mile and taking ownership of issues.
Working with digital systems, including Microsoft CRM.
When we’re hiring, we look for people who share
our values and demonstrate the behaviours that
underpin them. In this role, you’ll display them by:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and
colleagues.
Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
Demonstrating great interpersonal skills to build confident, collaborative working relationships with a range of stakeholders including our partner, building
contractors, suppliers and customers.
Working in an organised, methodical way with excellent accuracy and attention to detail
Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and different tenures.
Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
Taking ownership and being tenacious to make things happen.
Demonstrating a good understanding of GDPR and data requests.
Don’t just find a job. Feel it.