Customer Coordinator

Based in Essex

Fixed-Term basis until 30th April 2027

£27,700 - £31,000 per annum. (Depending on experience)

Your key responsibilities will include:

• Connect to plan and schedule the required works via our own in-house operatives and partner contractors.
• 2. To work with all stakeholders to return properties on time and within budget.
• 3. Act as key point of contact to our clients and provide high level of communication regarding works progress, delays and completion timescales.
• 4. Work with the supply chain to ensure the correct materials are available and ordered for operatives in a timely manner.
• 5. Work with Maintenance Supervisors & Working Supervisors to deliver the required quality and specification.
• 6. Liaise with customers regarding planned works.
• 7. Manage the process of debt clearance through the energy utilities providers.
• 8. Create new ways of working which allows greater efficiencies in the work refurbishment process.
• 9. To represent us professionally in meetings and forums.
• 10. To provide aftercare to customers reporting defects.
• 11. Work as part of the team to reduce costs and find efficiencies.
• 12. To undertake flexible working patterns as required to provide effective, customer-focussed services.
• 13. To provide cover in terms of administration and general cover on the phones as required.
• 14. Ensure our customer service and delivery is excellent and continually improves.
• 15. Ensure that our instruction and policies are implemented.
• 16. Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained.
• 17. Participate in projects to achieve the most effective services possible for the community, partners and the organisation.

Required knowledge and skills:

• General maintenance and repairs knowledge and able to plan works on a trade related basis.
• Knowledge of social housing and voids processes and practices.
• Good communication and social skills with a strong customer focus.
• Drive and ability to prioritise void works to tight return dates to minimise void turnaround and rental loss.
• To maintain an effective and professional approach at all times.
• Work with colleagues, other staff, customers and partners to provide efficient and effective services.
• Provide advice and guidance to customers.
• Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines.
• Good knowledge of ICT systems, including software packages such as MS Office, in particular Excel.

Required qualifications and experience

• Relevant qualification or equivalent working experience.
• Previous experience of working in a maintenance related environment and planning of works.
• Experience of social housing voids or planned maintenance management preferable.
• Use of dynamic scheduling tools such as:
  Connect or DRS.
• Experience of overcoming challenges and finding solutions.
• Worked with clients, contractors and in-house maintenance teams and develops strong working relationships.