• Careers Site Advertising End DateAdvertising End Date:
    26 May 2026
  • Internal Advertising End DateInternal Advertising End Date:
    26 May 2026
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  • Vacancy TypeVacancy Type:
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  • Function:
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  • Contract TypeContract Type:
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  • About The Role

  • About the Job

    What you can expect from us

    • We offer a competitive salary of £44,700 per annum
    • 32 days annual leave plus bank holidays
    • Opportunity to further increase annual leave with service or through the holiday purchase scheme.
    • Immediate entry to our Pension scheme (matched contributions up to 10%).
    • A great flexible working environment, with a range of family friendly policies.
    • Simply Health cash plan with financial benefits and the option to extend to your family.
      Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
    • Paid leave for absence including sickness, maternity, paternity, and adoption leave.
    • Access of up to £150 annually through the ‘Learning for life’ scheme.
    • Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
    • Develop your career with support and access to training and qualifications.

    Hybrid working – Home-based Monday & Friday | Office-based Tuesday–Thursday

    8 month fixed term contract 

    We’re looking for an experienced and people‑focused Repairs Administration Team Leader to lead our Repairs Administrators and ensure the smooth, effective delivery of our repairs service across all regions.

    This is a key leadership role, combining team management, contract administration, and strong customer focus to support the upkeep of our homes and the services we provide to customers.

    Reporting into the wider Repairs leadership team, you’ll be responsible for line managing a team of Repairs Administrators, ensuring resources are used effectively and performance objectives are achieved. You’ll play a central role in maintaining accurate repairs systems, supporting contractor performance, and ensuring statutory and compliance processes are followed.

    You’ll work closely with internal teams, contractors, and customers to deliver a high‑quality, responsive, and customer‑centred repairs service.

    Key Responsibilities

    Leadership & Line Management

    • Provide effective line management and leadership to a team of Repairs Administrators.
    • Manage workloads and resources to meet service objectives across all regions.
    • Support staff development and promote high performance and accountability.

    Repairs Contract Management & Administration

    • Ensure accurate administration of repairs contracts and systems, including system cleansing.
    • Process Repairs, Void, Disrepair, Commercial, Leasehold and Complex works (manual and electronic).
    • Monitor and respond appropriately to statutory notices (e.g. fire safety, environmental health, disrepair).
    • Support contractor performance meetings with accurate data and insights.

    Customer & Stakeholder Management

    • Maintain strong working relationships with internal and external stakeholders.
    • Investigate and respond to complaints in line with the Complaints Policy and Procedure.
    • Evaluate customer satisfaction and recommend service improvements.
    • Support operational delivery by coordinating appointments with Building Surveyors.

    Partnership Working

    • Work collaboratively with the Contact Centre and wider internal services to deliver excellent customer service.
    • Ensure customers are actively involved in shaping and improving the repairs service.
    What skills, knowledge, experience and potential do we require?
     

    Essential Skills & Experience

    • Proven experience of leading and motivating people to deliver high performance, maintain standards, and achieve service outcomes within a fast‑paced, customer‑focused environment.

    • Sound knowledge and awareness of relevant housing legislation, regulation, and best practice, with the ability to apply this confidently in operational decision‑making.

    • Strong understanding of building construction, property maintenance, and planned investment, with the ability to interpret technical information and communicate it clearly to a range of audiences.

    • Demonstrable experience of delivering high‑quality customer service, including handling, investigating, and resolving complaints in a professional, fair, and timely manner.

    • Experience of working effectively in partnership with internal teams, contractors, and external stakeholders to deliver shared objectives and improve outcomes for customers.

    • Ability to work collaboratively as part of a team, contributing positively to team performance while managing competing priorities and deadlines.

    • Strong reporting and analytical skills, with experience of producing clear, accurate performance reports and using data to inform decisions and drive service improvements.

    • Resilience and adaptability, with the ability to remain calm and effective under pressure, manage challenging situations, and respond positively to change.

    • IT skills, including Microsoft Office (Word, Excel, Outlook) to intermediate level, with confidence in using digital systems to record, track, and report information accurately.

     
     
     
     
  • About Us

  • About Onward

    Onward Repairs is the in‑house repairs and maintenance service for Onward Homes, keeping customers’ homes safe, secure and well maintained. Our skilled teams deliver responsive repairs, planned works and voids services, combining high standards, strong teamwork and a customer‑first approach. We invest in our people and take pride in making a real difference to our communities.

    Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across the region.

    We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.

    In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.

    We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.

    If candidates have any concerns / questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on [email protected] and a member of the HR Team will be in touch.

    #LI-AM1

    #INDHP

     

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