Customer Coordinator

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

Job summary

Daniel Owen Ltd is seeking a Customer Facing Co-ordinator on a fixed-term basis in Essex. You will plan and schedule works via in-house operatives and contractors, liaise with clients, and manage materials and budgets to ensure timely delivery and customer satisfaction.

The role requires strong communication, maintenance planning, and ICT skills, with a focus on meeting deadlines and delivering high-quality service within a housing refurbishment context.

Qualifications

• General maintenance and repairs knowledge and ability to plan works on a trade related basis.
• Knowledge of social housing and voids processes and practices.
• Good communication and social skills with a customer focus.
• Drive to prioritise void works to tight return dates to minimise void turnaround and rental loss.
• 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 meet deadlines.
• Good knowledge of ICT systems, including MS Office, in particular Excel.

Responsibilities

• Connect to plan and schedule the required works via our own in-house operatives and partner contractors.
• Work with all stakeholders to return properties on time and within budget.
• Act as key point of contact to our clients and provide progress updates.
• Work with the supply chain to ensure materials are available and ordered promptly.
• Collaborate with Maintenance Supervisors to deliver quality and specification.
• Liaise with customers regarding planned works.
• Manage debt clearance with energy utilities providers.
• Represent us professionally in meetings and forums.
• Provide aftercare to customers reporting defects.
• Work as part of the team to reduce costs and improve efficiencies.
• Undertake flexible working patterns to provide customer-focused services.

Skills

Maintenance planning

Customer focus

Deadline management

Team collaboration

ICT knowledge

Education

Relevant qualification or equivalent

Tools

Connect/DRS

MS Office/Excel

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:

1. 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