Property Experience Coordinator
Do you have the right skills and experience for this role Read on to find out, and make your application.
£38,512 - £40,539
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
Working with an established team, as a Property Experience Coordinator, you will primarily be responsible for organising, coordinating and reporting on the delivery of work to customers homes following complaints, or poor customer satisfaction results. You will be liaising with our Customers, the Property Services team, Housing Teams and other departments as needed to ensure repairs are completed and reporting on root cause analysis.
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 Property 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 resident associations and one-off meetings working closely with members of the Property Services Delivery Team and Customer Voice
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 be advised that this role requires a full clean driving licence with access to a vehicle *
Please note :- we do not currently offer visa sponsorship.
Whats 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
Supported family friendly approach with extended parental leave
Enhanced pension with matched contributions of up to 9%
Option to buy or sell up to 5 days annual leave per year
Life assurance cover 3 x your salary
Cycle2work scheme
Hybrid Working - Dependent on job role and department
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 and season Ticket loan
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/coaching programmes, apprenticeships and career planning support
Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
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 are also part of the disability confident employer scheme.
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 others wellbeing.
We provide a platform of Network groups for employees to share views, tell us what were doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
Gender
Ethnicity
LGBTQ+
Disability
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.
For a full breakdown of company benefits, please see the attached Benefits Digital Booklet: https://view.pagetiger.com/bksiskh/001
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