Programme Support Officer

Southampton City Council; Southampton; Hybrid; GBP 18,000 - 24,000; Part time

Benefits offered by this job

Pension 15.2%

Flexible working

Generous leave 25–31 days

Family-friendly policies

Training and development

Wellbeing support

Volunteer days

Job summary

Southampton City Council is seeking a highly motivated Programme Support Officer to join the Housing Works service in a fast‑paced, customer‑focused environment. This part‑time role offers 22 hours per week over 3 days, supporting delivery of repairs and maintenance, planning and coordinating resources, and maintaining accurate records to meet service requirements.

You will handle customer enquiries, raise and manage works and purchase orders, and work with contractors and internal teams to

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Planning & coordination

IT skills

Data handling

Communication

Education

NVQ Level 2

Tools

Scheduling systems

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. This post is part time working 22 hours per week over 3 days.

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 Join Us?

Southampton is a vibrant coastal city with excellent transport links, green spaces, and a wide range of cultural and leisure opportunities.

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

For further information on our benefits package please visit: Employee benefits (southampton.gov.uk)

This is a part‑time role (22 hours per week).

If you’re ready to make a real difference and be part of a service that supports our residents every day, we’d love to hear from you.

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