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
Use dynamic scheduling systems (e.g., Total Mobile - Connect) to plan and schedule works with in-house operatives and partner contractors.
Work collaboratively with stakeholders to return properties on time and within budget.
Act as the main point of contact for clients, providing high-level communication throughout the works process.
Coordinate with the supply chain to ensure materials are ordered and available in a timely manner.
Work closely with Maintenance Supervisors and Working Supervisors to ensure quality and specification standards are met.
Liaise with customers regarding planned works and provide aftercare support for defect reporting.
Manage the process of debt clearance through energy utility providers.
Identify and implement efficiencies within the refurbishment process.
Represent the organisation professionally in meetings and forums.
Support administration duties and provide phone cover when required.
Contribute to cost reduction initiatives and service improvement projects.
Ensure policies, governance standards, safeguarding, risk management, and equality principles are upheld at all times.
Participate in projects to enhance service delivery for the community and partners.
Required Knowledge & Skills
Strong understanding of general maintenance and trade-based planning.
Knowledge of social housing voids and planned maintenance processes.
Excellent communication and interpersonal skills with a strong customer focus.
Ability to prioritise void works to meet tight return deadlines and minimise rental loss.
Professional and effective approach in all interactions.
Strong organisational skills with the ability to manage conflicting priorities.
Proficient in ICT systems, including MS Office (particularly Excel).
Ability to work collaboratively with colleagues, contractors, and clients.
Experience using dynamic scheduling systems such as Connect or DRS.
Strong problem-solving skills and ability to overcome operational challenges.
Experience & Qualifications
Relevant qualification or equivalent working experience.
Previous experience in a maintenance-related environment, including planning and scheduling works.
Experience within social housing voids or planned maintenance is highly desirable.
Experience working with clients, contractors, and in-house maintenance teams, building strong professional relationships.
Salary & Benefits
£28,000 per annum
Performance-related bonus of up to 15% of salary
7% pension contribution
Life insurance cover (4x annual salary)
25 days annual leave plus bank holidays