Programme Support Officer

Southampton City Council; Southampton; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Excellent local government pension

Flexible working options

Training and development

Health and wellbeing support

Discounts with Southampton CityCouncil

Job summary

Southampton City Council is seeking a Programme Support Officer to support the Housing Works service in delivering high-quality repairs and maintenance across more than 16,500 properties. You will plan, schedule and coordinate resources, maintain systems, and handle customer enquiries with professionalism.

You will assist Programme Managers, raise works and invoices, monitor progress and costs, liaise with contractors, and contribute to service improvement.

Qualifications

• Experience in customer service or planning within repairs or maintenance
• Understanding of property maintenance, housing services, or construction environments
• Strong IT skills and experience with databases and scheduling systems
• Ability to manage workloads, meet deadlines and work under pressure
• Excellent communication skills, with ability to explain technical matters clearly to customers
• Proactive and flexible attitude with attention to data accuracy

Responsibilities

• Plan and schedule work, ensuring effective deployment of trade resources
• Manage and update work planning and housing maintenance systems
• Handle customer enquiries via phone, email and in person
• Coordinate repairs, maintenance, void works and improvement projects
• Raise and manage works orders, purchase orders and invoices
• Monitor job progress and costs to ensure value for money
• Liaise with contractors, suppliers and internal teams to maintain service delivery
• Maintain accurate data and documentation in line with council procedures
• Support customer satisfaction activities, including feedback and complaint handling
• Contribute to performance monitoring and continuous service improvement

Skills

Customer service

Planning & coordination

IT skills

Communication

Attention to detail

Work under pressure

Education

NVQ Level 2 or equivalent

Tools

Scheduling systems

MS Office / databases

Job description

Are you looking to develop an interesting and rewarding career in an ambitious and fast-paced city? We are seeking a highly motivated, organised and customer-focused Programme Support Officer to join our Housing Works service, supporting the delivery of high-quality repairs and maintenance services across Southampton.

Southampton is a city of opportunity and this role offers the chance to contribute directly to improving homes and services for residents in over 16,500 properties. Can you help us deliver the vision for the entire city, ensuring we leave a positive legacy for future generations?

About the Role

Working within a busy, customer focused environment, you will support Programme Managers in delivering an efficient, high quality and value for money maintenance and repairs service.

You will play a key role in planning and co-ordinating resources, ensuring work is completed on time and maintaining accurate systems and records to meet operational, legal and performance requirements.

Key responsibilities include:

• Planning and scheduling work, ensuring effective deployment of trade resources
• Managing and updating work planning and housing maintenance systems
• Handling customer enquiries via phone, email, and face-to-face contact in a professional and empathetic manner
• Coordinating repairs, maintenance, void property works, and improvement projects
• Raising and managing works orders, purchase orders, and invoices
• Monitoring job progress, costs, and completion to ensure value for money
• Liaising with contractors, suppliers, and internal teams to maintain service delivery
• Maintaining accurate data, records, and documentation in line with council procedures and legal requirements
• Supporting customer satisfaction activities, including feedback and complaint handling
• Contributing to performance monitoring and continuous service improvement

About You

We are looking for someone with strong organisational and communication skills who thrives in a fast-moving environment and can manage competing priorities.

You will bring:

• Experience in a customer service or contact centre environment and/or planning and coordinating resources within a repairs or maintenance setting
• A good understanding of property maintenance, housing services, or construction-related environments
• Strong IT skills and experience using databases and scheduling systems
• The ability to manage workloads, meet deadlines, and work under pressure
• Excellent communication skills, with the ability to explain technical matters clearly to customers
• A proactive and flexible approach, with a strong “can-do” attitude
• Attention to detail and accuracy in data input and record keeping

A minimum of NVQ Level 2 (or equivalent experience) is required.

About Us

We are committed to being a Child and Resident Friendly City, where people are proud to live and work. Our Housing Works service plays a vital role in maintaining safe, high-quality homes and delivering essential repairs and improvements. We are focused on creating a greener, fairer, and healthier city, and continuously improving the services we provide to residents.

About Southampton

Southampton offers an excellent quality of life, including:

• Easy travel around the city by foot, bike, and public transport
• A vibrant mix of shops, restaurants, and cultural venues
• Award-winning parks and open spaces
• Proximity to the New Forest National Park and the south coast
• One of the UK’s major ports

Why work for us?

Here at SCC we have a range of different benefits, a few examples can be found below.

• Excellent local government pension with 15.2% employer contribution
• Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
• Generous holiday 25–31 days, based on role and service
• Flexible working options (role-dependent)
• Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
• Training and development, including coaching and mentoring
• Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
• Veteran-friendly employer with the Armed Forces Covenant
• Retail discounts and savings through the Southampton City Council benefits platform
• Discounted memberships at local sports and fitness centres
• Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
• Employee volunteering scheme with 2 paid days leave to volunteer

This is a full-time role (37 hours per week).

If you need more information or wish to discuss this position, please contact Rajesh Melwani at [e-mail] or 023 8083 3156

Recruitment contact details

Email: [e-mail]
Tel: [phone]
For more information about SCC please visit Southampton City Council Follow us on social media for regular updates on our featured jobs and latest news.
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