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Repairs Customer Service Assistant

Onward Homes
£19,500 (Recruitment Rate) £20,750 (Confirmed Rate)
Closing date
24 Oct 2021

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Community and Customer Services, Housing / neighbourhood management, Homes and Asset Management, Maintenance / Repair
Assistant / coordinator
Full Time
Organisation Type
Housing association / RP
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Job Details

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

Our in-house repairs team aims to deliver a high quality service that is convenient for our customers and keeps our homes safe and in excellent condition. We complete day to day repairs to customers’ homes and also empty properties to bring them up to the required Onward standard. We also service and repair gas boilers throughout the Lancashire region.

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 are looking for a Repairs Customer Service Assistant (1 post) to join our Repairs team in Lancashire.


Reporting to the Performance and Support Services Team Leader, the Repairs Customer Service Assistant will assist with the diagnosis of repairs escalations by engaging with Contact Centre Colleagues to act as an intermediary between the Onward customers and Onward Repairs. 

You will provide support to the Contact Centre team in the organisation of repairs colleagues via feedback and communication to Onward Repairs Planning team, maintaining the Impact system to ensure all information is correct, updated and all appointments are in the system. Regularly liaising with Team Leaders, you will support with escalated queries; proactively keeping customers up to date and seeing queries through to their resolution.

You will proactively notify colleagues and customer of any interim changes to practices to enable customer expectations to be managed in the event of inclement weather or serious incidents.

An understanding of different types of repairs and respective trades is essential. You will have excellent communication skills, with the ability to communicate to all levels. You will also have proven ability to work in a customer focused environment.

All posts are recruited to the recruitment salary and movement to the confirmed salary is based on successful completion of a 6 month probation.  As well as a competitive salary and a generous annual leave entitlement, we offer a range of benefits for a rewarding career including a health cash plan, pension scheme and personal development.


Onward is one of the largest registered providers of social housing based solely in the North West of England with 35,000 homes across Greater Manchester, Cheshire, Merseyside and Lancashire.

Onward currently comprises of five leading housing providers committed to the regeneration and sustainability of our region; Contour Homes, Liverpool Housing Trust, Ribble Valley Homes, Hyndburn Homes and Peak Valley Housing Association. They work together under the Onward brand as a not-for-profit organisation regulated by Homes England.

Our member organisations are united by a common purpose – to make a positive difference in the communities we serve.

  • We build, manage and maintain homes for people who are unable to access housing on the open market.
  • We deliver high quality homes and first class services that make a real difference to the people living in our neighbourhoods.
  • We offer customers support and assistance, helping people to overcome the challenges faced in our communities.
  • We provide homes and support to vulnerable people, helping them to live independent lives in the community.
  • We work with partners, voluntary groups and government agencies to provide more homes for people from all backgrounds, meeting the increasing need for housing throughout the North West.

Together as Onward, we’re signalling our intention to increase our impact by building more homes and delivering better services.

Find Us
+44 151 708 5777
Head Office
12 Hanover Street
L1 4AA
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