Role Overview - What is it?
You will need to be proactive and organised to ensure all works are allocated and completed within required timescales and that all customers are satisfied with the service provided. You will enjoy customer interaction, demonstrate strong communication skills, and lead by example with a professional, personable, and adaptable approach.
In addition to coordinating maintenance operations, you will take a key leadership role in supporting, motivating and developing the Luton-based Admin and Field Teams, ensuring that workloads are balanced, communication is clear, and the team performs efficiently.
You will support the Maintenance Service Manager in line management, staff development, performance monitoring and continuous improvement, ensuring that departmental KPIs are met, and that a positive, high-performing culture is maintained.
Main Duties - What needs to be done?
Leadership & Line Management Responsibilities:
* Provide direct line management of a co-ordinator, including conducting regular 1-2-1s, performance reviews, and supporting personal development plans.
* Support the Maintenance Service Manager in the day-to-day supervision of the wider Admin Team, ensuring workloads are prioritised and delegated effectively.
* Assist with onboarding, induction and training of new staff members, ensuring they are confident and competent in their roles.
* Encourage a positive team culture through open communication, recognition, and consistent performance feedback.
* Address performance or conduct issues promptly, following company HR policies and procedures.
* Mentor and coach team members to build confidence, resilience, and problem-solving skills.
* Lead by example in demonstrating company values and professional standards.
Operational Duties:
* Efficiently and effectively manage all maintenance and cleaning activities, including property readiness, void turnarounds and hand backs.
* Lead the planning, scheduling and monitoring of the field-based maintenance team's daily work.
* Liaise with Landlord Services to ensure timely return of keys and completion of works to required standards.
* Support the Maintenance Service Manager with reporting, departmental analysis and the implementation of process improvements.
* Contribute to the management of complaints in accordance with company procedures, ensuring learning outcomes are shared with the team.
* Assisting in dealing with complaints, in line with the company complaints procedure
People & Performance Management:
* Assist the Maintenance Service Manager with regular performance reviews of the Admin Team (8-weekly 1-2-1s and annual appraisals).
* Monitor attendance, annual leave and sickness in line with company policy, ensuring adequate cover for key roles.
* Support recruitment and selection processes where required, including shortlisting and interviewing.
* Promote wellbeing, equality, and inclusion within the team, ensuring a supportive and respectful working environment.
* Take responsibility for developing junior staff, providing coaching on customer service, prioritisation, and systems use.
* Encourage continuous learning by identifying skills gaps and recommending relevant training or mentoring opportunities.
Key Functions:
* Efficient and effective management of maintenance and cleaning within all properties, including getting properties ready for occupation, turnaround voids and give-backs
* Assist in leading the Luton based Admin Team
* Lead the planning and managing of the field-based teams' schedules
* Assist in managing the turn around and go back works
* Assist in working with Landlord Services in returning keys to managing agents and landlords
Essential Criteria:
* Proven experience in a senior coordination or team leader role within property maintenance or housing services.
* Strong people management and leadership skills, with demonstrable experience in supervising and developing staff.
* Excellent planning and organisational abilities.
* Effective communicator with high emotional intelligence and the ability to resolve conflict professionally.
* IT literate and confident in using CRM or maintenance management systems.
* Results-driven with a focus on team performance, KPIs and customer satisfaction.
* Ability to engage and manage people and build strong working relationships with trades, colleagues, client, and managers
* Good telephone manner - proven experience in managing telephone enquiries from field-based colleagues /customer enquiries
* Excellent communication, organisation, Customer Service skills, dealing with customer complaints
Competencies - Who with and your skill level?
Skills:
* Planning
* Customer Service
* Senior administrator in social housing
Knowledge:
* Previous experience as a senior maintenance planner
Behaviour:
* Approachable, and friendly
* Keen to support colleagues and ensure business is working cohesively and to the same objectives
* Keen on strong compliance culture
* Able to work without direction
* Adaptability and being prepared to help out if circumstances require
* We would expect you at all times to:
o act with integrity
o act with due skill, care and diligence
o act with professionalism
o be open and co-operative with colleagues
o act with compassion to those both within the Company and those who we support in the accommodation