Job Description

This is a great opportunity to join us as a Repairs Officer - a hands-on, impactful role where you'll take ownership of delivering a high-quality repairs and maintenance programme that our residents can truly rely on. You'll manage our in-house trade teams, oversee property surveys, drive performance, and champion a culture of continuous improvement that ensures our homes are safe, well-maintained, and somewhere our customers feel proud to live.

Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our customers' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.

Requirements

Outline of key responsibilities...

• Take responsibility for the day-to-day management of the DLO in-house repairs team, providing clear leadership, direction, and support to ensure the team performs to the highest standard
• Support the development, coordination, and monitoring of business planning and improvement activity across the repairs service, ensuring operational priorities are delivered and value for money is consistently achieved
• Continually monitor the quality and success of all repairs works, using data, analysis, and insight to identify opportunities for improvement and make informed recommendations that drive the service forward
• Develop and deliver a safe, timely, and cost-effective repairs service that meets the needs of our customers and reflects our commitment to quality and continuous improvement
• Set, monitor, and drive performance against key targets, taking proactive action to ensure the service meets and exceeds its objectives
• Resolve complaint and dissatisfaction cases - both internal and external - confidently and effectively, addressing difficult issues with professionalism and ensuring satisfactory outcomes for all parties
• Survey and specify all repair and planned works, including insurance-related damage such as fire, vandalism, and natural disasters, in compliance with agreed procedures — as well as surveying and scoping adaptation works

We are looking for someone who has...

• Proven experience of managing repairs to a high standard of customer satisfaction, with up-to-date knowledge of housing legislation, regulation, policy, and practice in relation to repairs management
• Experience of leading and managing a high-performing team within a repairs and/or voids environment, with a track record of driving performance and delivering results
• Experience of managing a multi-disciplinary, multi-function business and customer services operation at a senior level within a sizeable and complex organisation
• The ability to work with a high degree of autonomy, setting and delivering business priorities and managing a varied workload effectively within a pressurised and dynamic operating environment
• An HND in Building Construction, Building Surveying, or a related subject, or equivalent experience
• An SMSTS or SSSTS or equivalent qualification, in Health and Safety
• A full UK driving licence and access to their own vehicle

Benefits

What’s in it for you?

At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:

• An Annual Salary of: £53,109.99
• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme
• Charitable Leave: One day per year to volunteer for a cause you care about
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure
• Pension Scheme: A great pension scheme with generous employer contributions (up to 12%)

Diversity & Inclusion:

Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.