Repairs and Maintenance Operations Officer

About the Role

As a Repairs and Maintenance Operations Officer, you will:

• Lead the successful delivery of Albyn’s day-to-day repairs service, ensuring high performance across routine, urgent, and emergency repairs.
• Be the point of escalation for our repair’s administrators ensuring that you are fully aware of Albyn policies/procedures and have a comprehensive understanding of the regulatory framework that Albyn operates in.
• Line manage Repairs and Maintenance Administrators and the Property Maintenance Assistant.
• Be a major contributor in the provision of weekly, monthly financial and performance reports across repairs budgets.
• Contribute to the collation and provision of monthly KPI’s.
• Drive improvements in customer satisfaction and play a key role in complaint resolution.
• Use systems such as Civica CX to track performance and support evidence-based decision-making.

What we are looking for

We’re looking for a confident and capable team leader with strong organisational skills and a focus on delivering excellent customer service.

You’ll bring:

• Experience of supervising and supporting a team, ideally within a customer-focused or multi-disciplinary setting.
• Strong organisational skills with the ability to prioritise a diverse and fast-paced workload.
• Excellent communication, report writing, and data analysis skills.
• The ability to guide and motivate colleagues, set team targets, and drive performance.
• An understanding of how a repairs and maintenance function operates, including quality control methods.
• A confident, calm, and professional approach when dealing with customers, colleagues, and contractors.
• Proficiency in using Microsoft 365 and other digital systems.

It would be great if you also have:

• Experience in a repairs or housing-related environment.
  Familiarity with systems such as Civica CX (or similar repairs/housing management software)
• Experience of supporting or leading service improvement initiatives.
• Understanding of contractor performance monitoring and complaint resolution processes.
• Knowledge of the housing sector and its challenges.

About Albyn Housing Society
Albyn Housing Society is a progressive organization with a commitment to providing high-quality, affordable homes across the Highlands. We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money. Our values—Being Caring, Being Professional, and Being Adaptable—are at the heart of everything we do. As a Repairs and Maintenance Operations Officer, you’ll play a crucial role in shaping the future of our property services while ensuring the safety and satisfaction of our tenants.

What we are Offering:

We value our employees and offer many benefits including but not limited to:

• Hybrid working – ‘Hub, Home & Roam’
• Enhanced annual leave entitlement
• Development and training opportunities
• Flexible working hours
• Day one sick pay
• Employee benefit discount scheme
• Company pension scheme
• Access to an employee assistance program available 24/7
• Family friendly policies