Property Service Coordinator
Property Service Coordinator
£19,100 - £22,100
Here at Metropolitan Thames Valley Housing we are constantly changing, developing and improving the lives and environments for our customers. We value our people and the contributions they make to help us to achieve our priorities.
You will be responsible for providing technical and administrative support to the Property Services team. Enabling excellence in the management and delivery of the Responsive Repairs services. Managing individual cases of escalated repairs to support the Property Services Associates.
Carrying out contract administration on a dedicated work stream, this could be either Heating repairs, Estates Services, Mechanical & Electrical (M&E) repairs, Voids.
What you will be doing:
-Engaging and providing support for our contractors as well as reporting on progress and performance of our contractors.
-Assisting Customer Care Team in the resolution of formal complaints- by investigating issues, interrogating systems and liaising with relevant stakeholders.
-Raise, monitor and complete orders and quotations in conjunction with MTVH policy for planned works, maintenance and responsive repairs compliance work streams. Ensuring orders are raised to the agreed SORs and work completed in a timely manner.
-Using externally hosted specialist databases (e.g. Promaster, Contractor Databases, Thames Labs) to monitor asset records, and coordinate the delivery of services and make recommendations of asset replacements.
-Co-ordinate and support the delivery of repairs and maintenance services.
-Working collaboratively with colleagues in other teams to improve service effectiveness.
-Day to day repairs management to ensure appointments are kept and outstanding paperwork is received.
-Identify areas for improvement, share best practice with colleagues and implement agreed changes, providing feedback as required.
-Arrange and attend contractor and internal meetings, taking minutes, providing contractor and service feedback based on previously identified areas of improvement
-Supporting the teams of field officers and Regional Property Services Teams to ensure that information is fed back to customers and stakeholders in a timely manner.
-Assisting and supporting the Property Services Advisory teams my assisting with escalations and individual case management, and during times of high volume supporting with call handling.
Skills and experience you need:
-Work experience in a technical/maintenance environment.
-Ability to explain complex information to a variety of audiences using verbal and written methods of communication.
-Able to build and sustain working relations with key stakeholders in dispersed geographical locations.
-Proven experience of delivering service excellence to a customer base.
-Able to demonstrate a record of achievement in making a difference.
-Proven experience of excellent planning, organisational and prioritisation skills in order to meet deadlines.
-Proven experience of dealing effectively with difficult stakeholders and providing conflict resolution.
-Experience of working in a contractor and budget management environment, including understanding of SOR`s and negotiation skills.
-Strong analytical skills with attention to detail, along with proven experience of producing reports to monitor compliance.
-Excellent computer (IT) skills e.g. databases, pivot tables, mail merge, spreadsheets and Outlook.
About us Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.
How we reward you
Our staff are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
-A unique benefits package that can be adapted to suit each individual.
-The opportunity to choose from a wide variety of benefits which includes options around Health and Wellbeing Programme.
-Discounts with multiple retailers and many more.
-An impressive Pension Scheme.
-28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days!
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.
"We are proud to have been recognised by Disability Confident for our co