Customer Facing Co-ordinator
Loughton, Essex
10-Month Fixed Term Contract
£28,000 per annum
We are currently recruiting for an experienced Customer Facing Co-ordinator (Voids & Planned) to join a well-established organisation based in Loughton, Essex, on a 10-month fixed term contract.
This is an excellent opportunity for a proactive and organised individual with experience in maintenance planning, social housing, and customer-focused service delivery.
The Role
The successful candidate will proactively engage with colleagues, contractors, and stakeholders to co-ordinate and plan the refurbishment of vacant and occupied properties, ensuring works are delivered within required timescales and budget.
You will act as a key point of contact for clients and customers, providing clear communication regarding progress, delays, and completion schedules while maintaining a strong focus on service excellence.
Key Responsibilities
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Use dynamic scheduling systems (e.g., Total Mobile – Connect) to plan and schedule works with in-house operatives and partner contractors.
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Work collaboratively with stakeholders to return properties on time and within budget.
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Act as the main point of contact for clients, providing high-level communication throughout the works process.
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Coordinate with the supply chain to ensure materials are ordered and available in a timely manner.
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Work closely with Maintenance Supervisors and Working Supervisors to ensure quality and specification standards are met.
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Liaise with customers regarding planned works and provide aftercare support for defect reporting.
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Manage the process of debt clearance through energy utility providers.
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Identify and implement efficiencies within the refurbishment process.
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Represent the organisation professionally in meetings and forums.
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Support administration duties and provide phone cover when required.
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Contribute to cost reduction initiatives and service improvement projects.
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Ensure policies, governance standards, safeguarding, risk management, and equality principles are upheld at all times.
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Participate in projects to enhance service delivery for the community and partners.
Required Knowledge & Skills
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Strong understanding of general maintenance and trade-based planning.
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Knowledge of social housing voids and planned maintenance processes.
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Excellent communication and interpersonal skills with a strong customer focus.
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Ability to prioritise void works to meet tight return deadlines and minimise rental loss.
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Professional and effective approach in all interactions.
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Strong organisational skills with the ability to manage conflicting priorities.
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Proficient in ICT systems, including MS Office (particularly Excel).
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Ability to work collaboratively with colleagues, contractors, and clients.
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Experience using dynamic scheduling systems such as Connect or DRS.
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Strong problem-solving skills and ability to overcome operational challenges.
Experience & Qualifications
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Relevant qualification or equivalent working experience.
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Previous experience in a maintenance-related environment, including planning and scheduling works.
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Experience within social housing voids or planned maintenance is highly desirable.
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Experience working with clients, contractors, and in-house maintenance teams, building strong professional relationships.
Salary & Benefits
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£28,000 per annum
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Performance-related bonus of up to 15% of salary
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7% pension contribution
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Life insurance cover (4x annual salary)
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25 days annual leave plus bank holidays
