Location: On-site at Stratford, London

Reporting to: Property Services Manager

Contract Type: Full-time

Salary: £32,000 p.a.

About us:

We’re growing fast – as Newham’s housing delivery company Populo Living Group has built just under 1,000 homes and has a pipeline of several thousand more to come. We manage over 500 private homes, in addition to over 250 affordable homes via Populo Homes, our registered provider subsidiary. Our developments range in size from small infill to large scale sites, including the reimagining of the Carpenters Estate in Stratford, one of the most exciting regeneration projects in the UK. We are committed to building more and better homes for the residents of Newham, including high proportions of affordable homes.

Role purpose:

This role is to ensure we deliver exceptional customer services in relation to our property service function. The Property Services Coordinator will support the property services team achieve key performance indicators and ensure we achieve value for money.

Key responsibilities:

• Support the day-to-day delivery of our housing repairs service. This includes providing full administrative duties to run operationally the compliance, voids, planned maintenance and reactive repairs functions of the department.
• Receipt and action repair enquiries, requests, complaints, comments, work scheduling and making appointments where necessary.
• Be proactive in identifying opportunities for continuous improvement and maintaining existing improvements.
• Co-operate and communicate with other colleagues and teams to ensure that they are aware of high areas of demand on the repairs and other property services being delivered.
• Communicate effectively with customers, team members and other stakeholders in a professional manner.
• Attend contract monitoring meetings and resident scrutiny panels to take minutes and keep an updated action log.
• Assist colleagues when required, to carry out basic diagnostic questioning over the phone to establish what repair are required.
• Maintain and accurately update relevant systems to ensure identified health and safety risks, such as damp and mould, are tracked and concluded.
• Support with the administration of servicing and compliance visits and receiving correct certification and reports.
• To support with the managing of the performance of Repairs, Compliance and M & E contractors within Customer Services, ensuring a consistent service is delivered to Populo Living customers.
• Supporting the Head of Property Services to ensure that all properties remain compliant for the relevant compliance work stream which could include: · Gas safety · Water safety · Asbestos · Electrical safety · Fire safety · Lift/LOLER
• Assist with the consultation with residents for feedback of customer satisfaction monitoring oof the repairs service, seeking to ensure that works are carried out to satisfactorily with minimal disturbance to residents and their homes.
• Work with Housing colleagues to collaboratively identify void properties early and ensure efficient void turnaround times.
• Source quotes from contractors and induct contractors onto our contractor payment portal.
• Coordinate caretaker schedules and diaries.
• Conduct call backs to customers within 24 hours of a customer receiving a repair to ensure the repairs was carried out their satisfaction.

Skills and Experience:

1. Recent experience of dealing directly with customers, particularly via the telephone.
2. Experience of managing compliance reporting systems.
3. Understanding of SOR codes in relation to raising repairs.
4. Experience of managing damp and mould cases and on-going monitoring in line with Awaab’s Law.
5. Understanding of legalisation and regulations relating to Responsive Repairs and the Compliance ‘Big Six’
6. Experience in the use of computer systems, including MS office packages.
7. Recent experience in undertaking clerical/administrative duties, in particular maintenance of spreadsheets and reporting systems.
8. Excellent planning and personal organisational skills.

What We Offer:

• 30 days holiday per annum (not including public holidays);
• 2 x employer pension contribution (up to max. employer contribution of 10%, assuming employee’s pension contribution of 5%);
• 4 x salary cover for death in service;
• Income protection in case of long-term health issues preventing work (including an employee assistance / support package);
• 24/7 virtual private GP;
• £1,000 per annum on training and development courses;
• Hybrid working with 3 days in the office and 2 days working from home.