Service Delivery Coordinator
Brentwood Office
Full Time
About Us
We are a successful and fast-growing company with a strong reputation as Social Housing Experts in Property Services. Our operations are delivered through three key divisions: Mechanical, Electrical, and Property Services. We pride ourselves on delivering exceptional customer service and operational efficiency across every level of our organisation.
Role Overview
We are seeking a highly organised and proactive Planned Works Coordinator to join our Property Services division. This role is essential in ensuring planned works are scheduled, coordinated, and delivered efficiently, while maintaining excellent communication with residents, engineers, and internal teams.
Acting as the link between the Contract Support Officers (CSOs) and the Contracts Manager, you will oversee appointment scheduling, monitor progress, and help ensure all works are delivered on time, to standard, and with minimal disruption to residents.
If you thrive in a busy, fast-paced environment, have strong attention to detail, and enjoy problem-solving while supporting operational delivery, this role could be perfect for you.
Key Responsibilities
* Schedule and coordinate planned works, ensuring appointments are booked in line with project timelines.
* Provide day-to-day administrative and operational support to the Contract Support Manager and CSO team.
* Monitor shared inboxes, scheduling systems, and trackers to ensure timely responses and accurate information.
* Distribute workloads across the CSO team to meet performance and compliance targets.
* Act as the first point of escalation for scheduling issues, resident queries, or system challenges.
* Maintain and update records, trackers, and internal systems to ensure data accuracy.
* Support the onboarding of new CSOs, providing guidance on systems, processes, and company procedures.
* Liaise with internal teams (planning, engineers, operations) to align appointment availability with resource capacity.
* Identify and escalate process inefficiencies or recurring issues for improvement.
* Handle resident communication with professionalism, empathy, and adherence to data protection.
* Provide cover for CSOs during peak periods or absences, including taking calls and booking appointments.
Skills & Experience
Essential:
* Previous experience in administration, scheduling, or coordination within a customer service or operational role.
* Strong IT skills, including Microsoft Office (Excel, Outlook, Word) and CRM/scheduling software.
* Excellent verbal and written communication skills.
* Strong organisational skills and attention to detail.
* Ability to prioritise and work effectively under pressure in a busy environment.
* Team player with the initiative to solve problems and support colleagues.
Desirable:
* Experience within social housing, maintenance, or property services.
* Knowledge of planned works scheduling processes.
* Familiarity with field service management or job scheduling systems.
Other Requirements
* Full UK driving licence and access to a vehicle (due to office location and limited public transport).
Benefits
* Free parking
* On-site gym
* On-site parking
* Salary Sacrifice Pension Scheme – after 3 months of employment
* 23 days annual leave + bank holidays
* Option to buy or sell up to 3 additional days annual leave each calendar year
* Birthday off – after 1 year of service
* Group Life Insurance
* Employee Assistance Programme (EAP)
* Virtual GP appointments & Online Physiotherapy sessions
* Ongoing training and development opportunities