Customer Coordinator

Daniel Owen Ltd; Essex; On-site; GBP 28,000 - 31,000; Full time

Job summary

Daniel Owen Ltd seeks a Customer Facing Co-ordinator on a fixed-term basis in Essex. The role runs until 30th April 2027 with a salary of £27,700 - £31,000 per annum, depending on experience. You will plan and schedule works, liaise with clients, manage materials, and drive efficient refurbishment processes.

Key tasks include coordinating with contractors, maintaining timelines, handling debt in utilities, and ensuring governance and quality standards are met across projects.

Qualifications

• General maintenance and repairs knowledge with planning ability.
• Understanding of social housing voids and planned maintenance.
• Strong communication and customer-focused approach.
• Ability to prioritise void works to tight return dates.
• Proficient with MS Office, esp. Excel.
• Experience coordinating with clients, contractors and in-house teams.

Responsibilities

• Plan and schedule works via in-house operatives and partner contractors.
• Coordinate with stakeholders to return properties on time and within budget.
• Act as main point of contact to clients with progress updates and timelines.
• Ensure materials are available and ordered for operatives.
• Collaborate with Supervisors to deliver required quality and specs.
• Liaise with customers regarding planned works.
• Manage debt clearance through energy utilities providers.
• Create new ways of working to improve refurbishment efficiencies.
• Represent the company professionally in meetings.
• Provide aftercare to customers reporting defects.
• Help reduce costs and find efficiencies as part of the team.
• Undertake flexible working to provide effective, customer-focused services.
• Provide cover on phones and general administration as required.
• Ensure customer service and delivery continually improve.
• Implement company instructions and governance standards.
• Demonstrate governance, risk management, safety and equality standards.
• Participate in projects to improve services for community and partners.

Skills

Maintenance planning

Social housing knowledge

Customer focus

Prioritisation

ICT proficiency

Communication

Education

Relevant qualification or equivalent experience

Tools

Connect or DRS scheduling tools

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.