Customer Repairs Specialist
Join Magna as a Customer Repairs Specialist: deliver right‑first‑time resolutions with empathetic, clear comms, and collaborative problem solving to help create great homes.
£29,648 per annum plus additional benefits.
37 Hours per week (Mon-Friday)
Home-based with occasional travel to office (You will be expected to occasionally travel to the office to attend in person meetings, events and training, so we recommend that you reside within 70 miles of DT1 2PJ).
Permanent role.
Closing date for applications: 18th June 2026 (Midday)
Please be aware that we are unable to provide Visa Sponsorship against this role. Applicants must already have the legal right to work and reside in the UK without the need for Employer Sponsorship.
At Magna, our vision is to create great homes together. We have ambitious plans, and are seeking creative, aspirational, and talented people to join our fast paced, adaptable, and highly collaborative environment.
The role and what you take care of:
Magna’s Customer and Home experience team is seeking a highly motivated Customer Repair Specialist to support the needs of the business. The successful applicant will be able to build great rapport with our customers, establish their needs and provide the best experience with a right first-time approach. You will be part of a team where our people are passionate about delivering an excellent customer service and committed to improving the customer experience.
You will be responsible for managing and resolving customer repair complaints, undertaking a thorough investigation of each case and liaising closely with the scheduling and operations teams to secure a timely and appropriate resolution.
You will work closely with the complaints team to identify recurring complaint themes and collaborate with the wider Home Services team to help reduce complaints. You will also ensure ongoing compliance with the Housing Ombudsman Code, at all times.
Occasionally provide cover for response scheduling as required; full training will be provided to support effective service delivery and compliance.
What you need to be successful:
Great written and verbal communication skills.
Capable of investigating customer complaints and making decisions to achieve successful resolutions.
Excellent skills in communicating effectively with both our customers, colleagues, and stakeholders.
Ability to handle difficult situations with empathy and professionalism alongside great organisation and time management skills.
A prior knowledge of QL- Aereon would be advantageous.
Applicants with transferable qualities are encouraged to apply.
For an informal discussion about this post, please contact: Dani Davies – Talent Acquisition Manager at: dani.davies@magna.org.uk or by mobile: 07528 974936
Magna reserves the right to close the vacancy early should sufficient applications be received. We therefore highly recommend that you submit your application early.
- Department
- Customer Contact & Community Support
- Role
- Customer Repairs Specialist
- Locations
- Home-based with occasional travel
- Yearly salary
- £29,648
- Employment type
- Full-time
- Closing date
- 18 June, 2026
- Closing time
- 12 Midday
- Job profile
- https://s3.eu-west-1.amazonaws.com/magna2020/files/Customer-Repairs-Specialist-Role-Profile-V10625059.pdf
Benefits and perks
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Your annual leave entitlement starts at 5 weeks plus bank holidays and will increase progressively with the duration of your service over the first five years.
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If you're unwell and not able to work due to ill health, you'll receive paid sick pay based on your length of service with us.
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You receive a Social Housing Pension Scheme defined contribution. You get to decide how much you want to contribute (between 4% and 8%) and we will match this.
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We invest in your development at #TeamMagna. Our dedicated People Talent Team can help support you with your career progression and learning to help you go further, learn new skills and gain new qualifications.
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If you need to use your own vehicle to do your job, we'll pay you 45p per mile and an extra 5p for any passengers.
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Depending on your role, we support colleagues to work flexibly, including where, when and how, to help you get your work-life balance right and for us to get the best from you.
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We're proud to support our local communities and encourage you to get involved by taking one paid day a year to volunteer.
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Depending on your length of service, we offer enhanced maternity, paternity, shared parental and adoption leave.
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All colleagues have access to FUSE, a wellbeing portal which provides useful help and advice on a range of wellbeing topics, such as healthy eating, increasing your daily exercise, sleeping well and making healthier lifestyle choices. You can even ask questions directly to an expert.
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We have a group of dedicated colleagues who meet regularly to represent the views of all our colleagues.
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Following one year of working for us, you can apply for an interest free loan of up to £1,000 to help with house moving costs.
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We are partnered with Westcountry Savings & Loans to provide credit union facilities to colleagues and customers. You can apply to save with them or take out a loan from them.
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We provide an Employee Assistance service which offers up to 8 individual counselling sessions and support is available to our colleagues, 7 days a week, 24 hours a day.
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All colleagues have access to Medicash, a health cash back scheme, where you can claim money back on your day to day medical and wellbeing costs (up to annual claim limits).
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Medicash can offer discounts on entertainment, high street shops and grocery shopping.
Workplace and culture
We pride ourselves on providing an excellent working environment and great benefits. We look after those who work for us as we understand that without the commitment of our colleagues, we would not be able to provide the fantastic range of services to our customers.
Our values
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Always safe
This means the safety of our colleagues and our customers is always our main priority.
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All about customers
This is our mindset and our team approach to putting customers at the heart of all we do.
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Be kind
This is about how we treat each other and how we go about our business.
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Own it
This is about how we all take responsibility for all our actions every day.
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One team
This is how we come together as #teammagna, embracing our diversity and recognising that together we can achieve outstanding results.
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Be curious
This is about how we learn about each other, our customers and our business. Learning helps make sure we all do the right thing, how we challenge convention and look beyond existing boundaries.
About Magna Housing
We’re proud to be a community-based housing association, providing homes and services to people in the South-West. We’re here to understand our customers’ needs and create places where they feel safe, belong, and can build a future.