Repairs Helpdesk Supervisor

We are now looking for a Property Repairs Helpdesk Supervisor to join our Community Accommodation Service - 2 (CAS-2) Property Team in Derby. This is an exciting opportunity to play a key role in delivering an effective repairs and maintenance service across Nacro’s CAS-2 property portfolio.

Who Are We Looking For?

We are looking for an organised and proactive supervisor who can support the smooth running of the CAS-2 Property Repairs Helpdesk while leading and motivating a small team.

You will work closely with operational teams, surveyors, contractors, landlords, and external stakeholders to ensure repairs are delivered efficiently, contractual targets are achieved, and service standards remain high.

This role is ideal for someone with experience in property repairs or maintenance within the social housing or private rented sector who is ready to step into, or further develop within, a supervisory position.

Key Responsibilities

• Supervise the day-to-day operation of the CAS-2 Property Repairs Helpdesk, ensuring efficient service delivery
• Support and guide Helpdesk staff, maintaining appropriate staffing levels and team performance
• Ensure repair requests are processed promptly and in line with contractual and performance targets
• Resolve queries and support problem-solving to ensure effective outcomes for service users and stakeholders
• Liaise with CAS-2 Managers and commissioners regarding repair progress and escalated issues
• Work collaboratively with surveyors, operational teams, contractors, landlords, and the Nacro Leasing Team
• Oversee contractor performance updates to ensure jobs are allocated effectively and deliver value for money
• Coordinate responses to repair quality concerns and ensure learning informs contractor and landlord reviews
• Support pre- and post-inspections and property condition surveys alongside surveyors
• Compile and analyse repairs and maintenance data to produce performance reports and KPI information
• Deputise for the Property Repairs Helpdesk Manager during periods of absence

• Strong communicators who can confidently engage with a range of internal and external stakeholders
• Organised professionals who can manage competing priorities and work effectively under pressure
• Detail-focused individuals with strong administrative and reporting skills
• Collaborative team players with leadership or supervisory experience
• Problem-solvers who can respond positively to challenges and changing priorities

Essential Skills & Experience

• Minimum of two years’ experience in property repairs and maintenance within the social housing or private rented sector
• Ideally experienced within a property repairs helpdesk environment
• Strong understanding of the rented and/or social housing sector
• Experience managing complex administrative systems
• Excellent written and verbal communication skills
• Strong organisational skills with the ability to prioritise workloads and meet deadlines
• Experience monitoring KPIs and producing performance reports
• Good ICT skills, including Microsoft Excel, Word, and Outlook
• Excellent attention to detail

This role offers a starting salary within Nacro’s pay structure of £31, 982 with expected progression to £32,782 within the first year, subject to meeting clear criteria and performance standards, with further pay progression available in the future. Nacro’s pay framework provides transparent progression points and supports ongoing professional development and career growth.

At Nacro, we believe that everyone deserves a good education, a safe and secure place to live, the right to be heard, and the chance to start again, with support from someone on their side.

That’s why our housing, education, justice, and health and wellbeing services work alongside people to give them the support and skills they need to succeed. And it’s why we fight for their voices to be heard and campaign together to create lasting change.

We see your future, whatever the past.