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Join our new team transforming how we handle repairs and resolve complaints!This is an exciting opportunity to join a newly established Technical Complaints Resolution Team within PA’s busy Assets Directorate. The team has been created to ensure swift, professional, and comprehensive responses to repair-related complaints and to strengthen collaboration across key service areas such as Gas, Repairs, and Damp &amp; Mould.As a Technical Complaints Resolution Officer, you’ll play a vital role in ensuring residents receive a prompt, empathetic, and fair response when raising complaints about repairs. You’ll use your strong technical knowledge to diagnose issues accurately, coordinate resolutions, and rebuild trust and satisfaction through clear, transparent communication. Acting as a link between residents, contractors, and internal teams, you’ll ensure complaints are managed effectively in line with the Housing Ombudsman’s Complaint Handling Code.We’re looking for someone who can balance technical expertise with genuine care for residents, someone who thrives in a fast-paced environment and is passionate about improving housing services.We are also looking for a Complaints Business Partner (CBP) to drive organisational learning through complaints, managing our most complex cases and embedding processes and capabilities across teams to ensure insights inform strategy and improve resident outcomes.Please check out our website for all our current opportunities.What’s in it for you….In addition to the salary, we offer a number of benefits, including:<ul><li>High street discount schemes</li><li>Health cash plans</li><li>26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more</li><li>Flexible bank holidays – take them when it suits you</li><li>Car leasing scheme</li><li>Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.</li></ul>What you’ll be doing……Repairs Complaint Handling &amp; Customer Care<ul><li>Act as a main contact for residents raising repair complaints, ensuring they feel heard and informed.</li><li>Investigate issues using inspection reports, photographs, and technical insight to diagnose causes.</li><li>Manage a caseload from receipt to resolution, ensuring timely updates and clear communication.</li><li>De-escalate challenging situations calmly and professionally, ensuring residents feel valued.</li><li>Support vulnerable residents through reasonable adjustments and signposting to other services.</li></ul>Collaboration &amp; Continuous Improvement<ul><li>Work closely with contractors, surveyors, and internal teams to resolve complaints efficiently.</li><li>Hold teams accountable where service falls short and promote learning from outcomes.</li><li>Monitor complaint trends, identify areas for improvement, and feed insights into process and policy changes.</li></ul>Technical &amp; Organisational Excellence<ul><li>Apply strong technical knowledge of repairs (plumbing, electrics, roofing, damp/mould, etc.) to recommend effective solutions.</li><li>Prioritise workloads effectively in a fast-paced environment while meeting strict deadlines.</li><li>Maintain accurate documentation, ensuring compliance with data protection and the Housing Ombudsman’s Code.</li></ul>Communication &amp; Relationship Management<ul><li>Demonstrate excellent verbal and written communication skills, adapting your style to suit diverse audiences including residents, contractors, and senior stakeholders.</li><li>Provide clear, empathetic, and solution-focused updates that build trust and confidence.</li><li>Handle sensitive or complex information with discretion and professionalism, ensuring accuracy and transparency in every interaction.</li><li>Foster positive relationships through proactive engagement and a genuine commitment to customer satisfaction. What we’re looking for:</li><li>Recognised qualification in housing construction, building maintenance, or equivalent experience.</li><li>Strong technical knowledge across multiple trades (e.g. plumbing, electrics, joinery, roofing, damp/mould).</li><li>Evidence of training in customer service, complaint handling, or conflict resolution.</li><li>Good IT skills, including housing/repairs management systems, Microsoft Office, and digital tools.</li><li>Experience in social housing, property, or construction environments.</li><li>Proven ability to diagnose issues from inspection reports and photographs.</li><li>Excellent de-escalation and conflict resolution skills.</li><li>High integrity, empathy, and a commitment to putting residents first.</li><li>Solid understanding of housing legislation, landlord obligations, and the Housing Ombudsman’s Complaint Handling Code.</li><li>A proactive mindset; always looking for ways to improve processes and resident satisfaction.</li><li>A calm, professional communicator who can handle challenging situations with confidence and care.</li></ul>If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

Technical Complaints Resolution Officer

Job Description Do you want to use your interest and expertise in project management to support the delivery of essential services to East Sussex residents? If you are passionate about ensuring workplaces are comfortable and safe through maintaining and improving the built environment, this could the job for you! This role is within a busy vibrant team providing management of construction projects on ESCC corporate buildings to ensure that this stock of buildings are maintained to a high standard. The portfolio of buildings ranges from corporate office buildings, libraries, children &amp; Family centres and care homes to listed buildings and ancient monuments. We are looking for someone who has delivered construction projects of all sizes, enjoys working in a team environment , can carry out inspections against building maintenance related issues and wants to have a positive impact on the local environment. As a Building Maintenance Surveyor with East Sussex County Council, you will play a key role in maintaining our diverse property portfolio. You will be responsible for developing, managing, and delivering both planned and reactive maintenance projects, ensuring buildings operate safely, efficiently, and in compliance with statutory requirements. This is a varied and rewarding role within our Property Maintenance team, contributing directly to the Council's commitment to providing safe, sustainable, and energy-efficient buildings. You will support carbon reduction initiatives, promote best practice, and help identify opportunities for innovation and improvement. Your work will make a tangible difference to the performance and reliability of essential services across East Sussex's corporate buildings. We are looking for candidates who can : <ul><li>Provide building maintenance services and deliver works and projects identified, including specifying and managing minor projects. Deliver a portfolio of projects.</li><li>Manage and monitor external consultants and contractors to ensure that all projects are designed, delivered, and controlled effectively at a consistently high level.</li><li>Deliver high quality technical advice and services. Use technical knowledge to audit or analyse situations and data to aid in ensuring regulatory or technical compliance of others.</li><li>Ensure that work and projects are delivered within agreed resources and assist with budget/resource management in accordance with council policies and procedures.</li></ul>Please download the Job Description and Person Specification for more information. To apply for this role, please follow the 'Apply Now' button above and upload your CV and a Supporting Statement. We will be using your Supporting Statement to shortlist so please be sure to address how you meet all the criteria in the person specification, drawing on any relevant work/life experience, education, or personal interests. For guidance on how to write an application see our how to apply page. Interviews will take place via Microsoft Teams unless you request an in-person interview. Interviews will be taking place in January 2026. If you are unavailable on the date of interview let us know and we may be able to schedule an alternative date to interview you. Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details. This role will allow you to develop your technical expertise and gain experience in assessing building fabric and general maintenance issues, specifying &amp; overseeing construction works, and providing technical advice to colleagues, contractors, and clients. We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page. Vocational Training through Apprenticeships is now available to our staff, ranging from entry level to degree level qualifications. You can talk to the hiring manager and the apprenticeship team about what qualifications would be relevant to you and this job role, and if it is possible to support you in apprenticeship training. For an informal discussion about this opportunity contact Chris Dennis, Building Maintenance Lead (Non-Schools) at <a href="mailto:christopher.dennis@eastsussex.gov.uk" target="_blank">christopher.dennis@eastsussex.gov.uk</a> to request a MS teams call or phone call. For work that makes a difference, choose East Sussex! About Us Additional Information This post is subject to an Enhanced DBS check or Enhanced check for Regulated Activity with the Disclosure &amp; Barring Services (previously the Criminal Records Bureau). For further information about what is required in this process please go to <a href="https://www.gov.uk/dbs-check-applicant-criminal-record" target="_blank">https://www.gov.uk/dbs-check-applicant-criminal-record</a>. Please note that we require evidence of an overseas police check if you have lived or worked abroad. Your starting salary will be pro rata if the above position is part-time or term-time only. If you require sponsorship to work in the UK please let the hiring manager know this in your application so we can check eligibility for sponsorship for the role. For further information please go to <a href="https://www.gov.uk/browse/visas-immigration/work-visas" target="_blank">https://www.gov.uk/browse/visas-immigration/work-visas</a> If you require any reasonable adjustments, due to disability, to enable you to participate fully in the process please contact the hiring manager on the contact details above.

2 Repairs / Maintenance Jobs