Property Experience Coordinator

£36,100 - £38,000
30 Jan 2024
27 Feb 2024
Full Time
Housing association / RP

The Property Services delivery team is an integral part of MTVH, dedicated to delivering exceptional property repair and maintenance services. We are committed to providing excellent customer experiences while meeting corporate and regulatory standards. We are seeking a passionate and customer focused person to contribute to the continual improvement of our service delivery.

Overall Responsibility

As Property Experience Coordinator, you will primarily be responsible for organising, coordinating and reporting on the delivery of work to customer’s homes following complaints, disrepair cases or poor customer satisfaction results. You will be liaising with our Customers, the Metworks Delivery Team, Housing Teams and the Property Desk.

For the first three months, this position will have a slightly different lens to what is described above and will be based in Twickenham; the details of this will be discussed at interview but will essentially involve triaging live complaints and working with the incumbent contractors to prioritise complaint action workload.

Thereafter, the role will move to a permanent base in Bracknell with some travel within the Home Counties expected and this is when the primary job function will start.

Responsibilities & Outcomes

  • Work as part of a team who will be working on direct engagement activities with internal and external stakeholders.
  • Supporting the operational team with critical incidents, complaints and provide feedback to your manager for post-incident reviews.
  • Using systems that support outstanding service delivery using customer journey mapping and complaint outcomes/learning/trends.
  • Building and maintaining strong relationships with individual Metworks and Compliance teams and other Directorates to enable effective dialogue exchange between departments.
  • Taking intelligent action to correct issues along the way and continuously communicating to uphold the MTVH Way
  • Ensure standards for customer experience across the whole customer journey are met.
  • Attend residents’ associations and one-off meetings working closely with members of the Property Services Delivery Team
  • Assist in the delivery of training and other capacity-building initiatives for colleagues as and when required.
  • To assist in the provision of advice to colleagues on effective service monitoring and delivery with residents and tenants.
  • To positively promote the work of the team so its remit is understood and has the widest possible impact.
  • Contribute to reports and presentations, documents and briefings as required for a wide variety of audiences
To meet our commitment to providing safe, high quality services to our customers we will complete a basic check with the Disclosure and Barring Service once an offer of employment is made. A new check will be completed every three years.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

  • 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
  • 2 volunteering days per year for things like helping out in local communities
  • An additional ‘Beliefs day’ once a year to have an extra a day off
  • Enhanced pension with matched contributions of up to 9%
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs which you can add your family members too
  • Tenancy deposit – interest free loan to help with rental deposits
  • Access to extensive learning and training opportunities with Wisebox platform
  • Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
  • Career progression across the organisation with our mentoring programme and apprenticeships
  • We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.