Repair Reporting Adviser

Where every report leads to a resolution be the difference Who We Are & What We Stand For

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time.

We pride ourselves on our ambitious and forward‑thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi‑time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Our construction colleagues have significant responsibility for the ongoing maintenance of one of the region’s largest property portfolios. With work spanning responsive and planned repairs, cyclical maintenance and emergency out of hours repairs, fire and building safety, disabled adaptations, asset improvement, stores, purchasing and waste, call handling and customer support, this is a high‑performing team operating on the front line with a truly vital role to play in ensuring safe living and working conditions for residents and employees of Gateshead.

As a Repairs and Reporting Adviser, you’ll be the first point of contact for our customers, ensuring their repairs and maintenance needs are handled efficiently and accurately. Working in a fast‑paced contact centre environment, you’ll play a vital role in diagnosing repairs, progressing work orders, and delivering excellent customer service that makes a real difference to our tenants and stakeholders.

• Answer inbound enquiries to the Repair Reporting service from tenants, stakeholders and other Council services.
• Accurately diagnose first‑time repairs using our repair reporting tool, providing the right advice and support.
• Liaise with our Building Technician Team on complex repairs to ensure a right first‑time fix.
• Record repair requests as works orders on our housing system and arrange appointments with customers.
• Modify, change or cancel works orders and appointments in our scheduling system as needed.
• Use IT and telecommunications software to maximise service delivery.
• Act as a point of contact for customers with repair queries and general housing management issues.
• Liaise with other services via email and telephone to support complex customer needs and prevent escalation.
• Record queries accurately to help identify issues and trends.
• Represent customers’ best interests by seeking expert or specialist advice when needed.
• Support the capture of complaints, comments, compliments and suggestions using the Council’s CRM system.
• Provide responses in line with the Repairs Policy, always considering the customer’s needs.
• Adhere to GDPR and all relevant policies and procedures.
• Ensure all duties are undertaken safely and responsibly.
• Carry out any other duties appropriate to the grade of the post.

• 5 GCSEs or equivalent at Grade A‑C including English and Maths.
• Knowledge of PC applications including Microsoft Word, Excel and Outlook.
• Ability to respond to changing priorities and meet deadlines.
• Ability to remain calm and self‑controlled under pressure with strong problem‑solving skills.
• Experience in a front‑line customer service role in a call centre/contact centre environment.
• Ability to handle difficult situations and achieve positive outcomes.
• Accurate data recording skills.
• Ability to investigate, evaluate and respond to situations quickly.
• Effective team working.