Repairs Technical Triage Lead

Repairs Triage Specialist (Birmingham - Hybrid)

Learn more about the general tasks related to this opportunity below, as well as required skills.
Everything we do is about people whether providing a quality, safe home or providing care which helps someone to live an independent life. If you're the kind of person who takes real pride in getting things right the first time, and you can bring calm clarity to busy days, this is a role where your work directly improves lives.
As a Repairs Triage Specialist , you'll be at the heart of our repairs process. You'll review requests, make informed decisions on priority and next steps, and ensure that the right work is raised for the right job at the right time. You'll coordinate the flow of repairs so people feel listened to, supported, and safe in their homes.

Triaging repairs requests received from customers and colleagues, accurately assessing the nature and urgency of each report.
Prioritising and scheduling workloads to ensure urgent safety-related issues are dealt with first.
Capturing clear details so that repairs teams and contractors have the information they need to act effectively.
Investigating and directing enquiries where appropriate, including identifying whether a request is a repair, maintenance, or requires a different type of support.
Communicating with empathy and professionalism , keeping people updated and ensuring expectations are managed fairly.
Liaising across teams to support smooth end-to-end case progression, from first contact to job completion.
Monitoring quality and outcomes , spotting patterns and raising improvements to support better service and fewer repeat issues.
Maintaining accurate records in relevant systems and following internal processes and compliance requirements.

You don't need to have this exact job title. We require someone with a strong customer focus, excellent judgement, and the ability to organise information quickly and accurately. Experience working in a customer service , repairs/co-ordination , case management , or similar environment.
Knowledge in awaab's law in regards to emergency repairs, damp & mould.
Confidence to triage and prioritise competing demands, especially when requests involve urgent safety concerns.
Strong administration and record-keeping skills, with attention to detail.
Ability to communicate clearly—listening carefully, asking the right questions, and explaining next steps in a reassuring way.
Good knowledge of repairs and maintenance including damp & mould, gas, electric, plumbing

Defined employer contribution scheme
Occupational sick pay
Blue light discount card
Employee assistance program
Door to more benefits program
How you'll be supported Clear processes and guidance to help you triage effectively and consistently.
Collaboration with teams and contractors so you can get repairs moving quickly.
Regular communication and feedback to help you develop your knowledge and grow in the role.

Why this role matters Repairs are crucial for the end user. They provide confidence, dignity, and safety. When a boiler breaks, a leak is detected, or something feels “not quite right”, people need swift and sensible action. Your role makes that happen.
You'll be part of a team that values social purpose . People across our services show up with genuine care—and we're looking for colleagues who want to do the same.
Ready to apply? Take the next step and apply for the Repairs Triage Specialist role in Birmingham . Tell us about your experience and how you approach triage, prioritisation, and customer communication—especially when the situation is urgent or complex. xwzovoh
Everything we do is about people. Come and make that practical, every day.