Coordinator - Service Support

LiveWest; Exeter; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working 2–3 days in office

26 days annual leave + holidays

Pension up to 9%

Health benefits

Job summary

LiveWest is seeking a Coordinator - Service Support to join our Property Services team in Exeter. You’ll help maintain and develop in-house systems, with a focus on Keyfax diagnostics and first-time fixes. This role blends repairs knowledge with technology to enhance service delivery.

You’ll work 37 hours weekly with hybrid options, supporting colleagues, gathering user feedback, and implementing practical improvements that boost efficiency and customer satisfaction.

Qualifications

• Experience or knowledge of working within repairs, maintenance, housing services or a similar operational environment.
• Confidence using IT systems, with the ability to learn, maintain and support systems and processes effectively.
• Good problem-solving skills, with the ability to investigate issues, consider feedback and identify root causes and practical solutions.
• Good attention to detail and organisational skills, with the ability to complete administrative and coordination activities accurately and on time.
• Clear communication and customer service skills, with the ability to work collaboratively with colleagues and respond helpfully to queries.
• A willingness to learn and develop, contribute ideas and support continuous improvement in the way services are delivered.

Responsibilities

• Work with repairs and maintenance teams to review and improve diagnostic pathways within Keyfax, helping to increase first-time diagnosis accuracy and reduce avoidable visits.
• Gather feedback from system users to understand issues, identify opportunities for improvement and ensure our systems support effective service delivery.
• Investigate system issues, identify root causes and support the implementation of effective, long-term solutions.
• Maintain and update Property Services systems accurately, following agreed processes and escalating more complex issues when required.
• Provide clear and helpful support to colleagues, responding to system queries and helping teams use our systems effectively.
• Identify and support practical improvements to systems and processes that improve efficiency and the customer experience.

Skills

Repair & maintenance knowledge

IT systems familiarity

Problem solving

Attention to detail

Communication skills

Tools

Keyfax

Job description

We’re looking for a Coordinator - Service Support to join our Property Services team and play a key role in supporting and developing the systems that help us deliver an effective repairs and maintenance service.

Working closely with operational teams, you’ll help maintain and improve our in-house Property Services systems, with a particular focus on the effective use and development of our Keyfax repairs diagnostic system.

This is an exciting opportunity for someone with experience in repairs, maintenance or housing services who enjoys problem-solving, improving processes and using technology to enhance service delivery.

Key Responsibilities

• Work with repairs and maintenance teams to review and improve diagnostic pathways within Keyfax, helping to increase first-time diagnosis accuracy and reduce avoidable visits.
• Gather feedback from system users to understand issues, identify opportunities for improvement and ensure our systems support effective service delivery.
• Investigate system issues, identify root causes and support the implementation of effective, long-term solutions.
• Maintain and update Property Services systems accurately, following agreed processes and escalating more complex issues when required.
• Provide clear and helpful support to colleagues, responding to system queries and helping teams use our systems effectively.
• Identify and support practical improvements to systems and processes that improve efficiency and the customer experience.

Why should I join LiveWest?

This role gives you the opportunity to combine your knowledge of repairs and maintenance with technology and continuous improvement. You’ll work collaboratively with colleagues across Property Services, developing your systems knowledge while making practical improvements that help us deliver an effective and efficient service for our customers.

This is a full time role working 37 hours per week.

Hybrid Working is available for this role working 2-3 days in the office dependent on business need. You will be based from either our Exeter, Tolvaddon or Weston-Super-Mare office.

Essential Skills, Experience, Knowledge And Qualifications

• Experience or knowledge of working within repairs, maintenance, housing services or a similar operational environment.
• Confidence using IT systems, with the ability to learn, maintain and support systems and processes effectively.
• Good problem-solving skills, with the ability to investigate issues, consider feedback and identify root causes and practical solutions.
• Good attention to detail and organisational skills, with the ability to complete administrative and coordination activities accurately and on time.
• Clear communication and customer service skills, with the ability to work collaboratively with colleagues and respond helpfully to queries.
• A willingness to learn and develop, contribute ideas and support continuous improvement in the way services are delivered.

Desirable Skills, Experience, Knowledge And Qualifications

• Experience of using or supporting Keyfax, or a similar repairs diagnostic or housing management system.
• Experience of reviewing or improving repairs diagnostic pathways, workflows or other system processes.
• Experience of gathering user feedback and using it to identify and implement system or process improvements.

Our Reward And Benefits

• Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.

About Us

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.

Inclusion At LiveWest

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.

Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.

You can read more about Inclusion at LiveWest by visiting our website.