We are looking for a proactive and detail-oriented Property Services Executive to join our team. This is a varied and rewarding role, supporting the delivery of several high-impact Welsh Government schemes designed to assist homeowners, buyers, businesses and communities across Wales. This role is ideal for someone who thrives in a customer-focused environment, enjoys problem-solving, and can confidently manage detailed applications with accuracy and care.
As a Property Services Executive, you will play a key role in ensuring the smooth delivery of a wide range of schemes. You will work across a blend of current and future property-related schemes, including:
* Help to Buy Wales (HtBW) - A shared equity loan scheme helping buyers purchase new-build homes from registered developers.
* Green Business Loan Scheme (GBLS) - Providing businesses with funding to support energy efficiency and decarbonisation improvements.
* Help to Stay Wales (HTWS) - Supporting applicants at risk of losing their homes through an equity share arrangement.
* Green Homes Wales (GHW) - Helping homeowners fund energy-efficient home improvements through a grant and loan package.
As DBW expands, additional schemes will be integrated into the team’s remit.
You’ll also contribute to ad hoc internal support including telephony spikes, data cleansing, business process optimisation and wider business assistance.
Key Responsibilities
* Manage detailed application requests from initial enquiry through to successful completion.
* Conduct eligibility screening, formal correspondence, and request additional information where needed.
* Apply continuous improvement by identifying opportunities through NPS feedback, complaints analysis, and performance data.
* Ensure compliance with Consumer Duty, Vulnerability and Treating Customers Fairly requirements.
* Carry out thorough due diligence and complete eligibility and affordability assessments (training provided).
* Act as case handler for applicants, keeping stakeholders updated on progress.
* Issue valuation and Retrofit Coordinator instructions, review reports, and communicate proposed outcomes.
* Manage a portfolio of live cases across multiple schemes, liaising with applicants, RSLs, IFAs, businesses and partners.
* Prepare and submit loan sanction papers, instruct lawyers, review legal documentation and support completion processes.
* Maintain strong relationships with professional stakeholders including valuers, lawyers, IFAs, RSLs, quantity surveyors and retrofit coordinators.
* Oversee post-completion tasks such as issuing notices, arranging payments and ensuring Land Registry accuracy.
* Provide friendly, accurate, and professional customer service via phone, email and web enquiries.
* Make confident, fair decisions and handle difficult conversations when required.
* Maintain up‑to‑date technical knowledge and compliance awareness.
* Monitor pipeline applications, generate reports, and maintain CRM accuracy.
* Support cross-scheme workload depending on demand.
* Ensure vulnerable customers’ needs are met and good customer outcomes are consistently delivered.
Essential Skills & Experience
* Self‑motivated, proactive and able to work independently and collaboratively.
* Strong communication, customer service and interpersonal skills.
* Understanding of risk assessment, eligibility checks or similar processes.
* Confident decision-maker with excellent problem‑solving ability.
* Highly organised with the ability to prioritise under pressure.
* Exceptional accuracy and attention to detail.
* Strong IT skills, including Microsoft Office.
Desirable Skills & Experience
* Banking or regulatory experience.
* Knowledge of property development or construction.
* Experience reviewing financial information or valuation reports.
* Welsh language skills.
* Full UK driving licence.