Customer Facing Co-ordinator (Fixed-Term)

Qualis Group; Loughton; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Pension scheme contributions 7%

25 days holiday + bank holidays

Job summary

Qualis Group is seeking a Customer Facing Co-ordinator on a fixed-term basis in our Loughton offices. You will proactively engage with colleagues and partners to co-ordinate and plan refurbishment projects for vacant and occupied properties within required timescales.

The role is full-time with a salary of £27,700–£31,000 per annum, depending on experience. Benefits include a 7% pension contribution and 25 days holiday plus bank holidays.

Qualifications

• 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.

Responsibilities

• Coordinate and plan refurbishment works via in-house operatives and partner contractors.
• Return properties on time and within budget in collaboration with stakeholders.
• Provide high level of communication to clients regarding progress, delays and timescales.
• Ensure materials are available and ordered for operatives in a timely manner.
• Deliver quality and specification in coordination with supervisors and teams.
• Liaise with customers regarding planned works and provide aftercare for defects.
• Manage debt clearance through energy utilities providers.
• Develop efficient new ways of working to improve refurbishment processes.
• Represent the company professionally in meetings and forums.
• Provide administration support and cover on phones as required.
• Maintain excellent customer service and delivery standards.

Skills

General maintenance planning

Social housing knowledge

Customer communication

Prioritisation

Professional approach

Team collaboration

Customer guidance

Workload management

ICT/MS Office/Excel

Education

Relevant qualification or equivalent experience

Maintenance planning experience

Social housing voids experience

Dynamic scheduling tools experience (Connect/DRS)

Problem solving experience

Client/contractor relationship experience

Tools

Connect

DRS

Job description

We currently have an exciting opportunity available for a Customer Facing Co-ordinator on a Fixed-Term basis until 30th April 2027

Based in our Loughton Offices, you will proactively engage with colleagues and partners to co-ordinate and plan the refurbishment of vacant and occupied properties within the required timescales.

Remuneration

The ideal candidate will join us on a full-time basis in return for a salary of £27,700 - £31,000 per annum. (Depending on experience)

You will also receive other benefits including:

• Pension scheme contributions set at 7% of salary
• 25 days a year holiday, plus bank holidays

Your key responsibilities will include:

1. Use our ICT Total Mobile- 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.