Customer Coordinator

Confidential; Bexleyheath; On-site; GBP 28,000 - 31,000; Full time

Job summary

Confidential is seeking a Customer Facing Co-ordinator (Fixed-Term) based in Essex to manage maintenance works, coordinate planners and contractors, and ensure timely delivery within budget. The role requires effective client communication and strong governance to maintain safety and quality across projects.

The position is fixed-term until 30 April 2027. Salary ranges from 27,700 to 31,000 per annum, depending on experience.

Qualifications

• Relevant qualification or equivalent working experience.
• Experience in a maintenance related environment and planning of works.
• Experience in social housing voids or planned maintenance preferable.
• Use of dynamic scheduling tools such as Connect or DRS.
• Experience in overcoming challenges and finding solutions.

Responsibilities

• Connect to plan and schedule required works via in-house operatives and partner contractors.
• Work with all stakeholders to return properties on time and within budget.
• Act as key contact to clients and provide updates on progress, delays and timescales.
• Coordinate with supply chain to ensure materials are available and ordered promptly.
• Collaborate with Maintenance Supervisors to deliver required quality and specification.
• Liaise with customers regarding planned works.
• Manage debt clearance with energy utility providers.
• Identify ways to improve efficiency in the refurbishment process.
• Represent the company professionally in meetings and forums.
• Provide aftercare for defects reported by customers.
• Work with the team to reduce costs and find efficiencies.
• Undertake flexible working patterns to provide customer-focused services.
• Provide cover in administration and phones as required.
• Ensure customer service and delivery is excellent and continually improves.
• Ensure instructions and policies are implemented.
• Demonstrate governance mechanisms and maintain standards of safety and probity.
• Participate in projects to enhance services for community and organisation.

Skills

Planning

Stakeholder comms

Budget management

Client liaison

ICT systems

Tools

Connect scheduling

DRS

Job description

Customer Facing Co-ordinator (Fixed-Term)

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.