Purpose of the Role: Acts as the key point of contact for client across reactive maintenance activities. The role works closely with operational teams, the helpdesk, subcontractors and the client to resolve complex or ageing jobs, manage customer issues and ensure works are progressed efficiently. The role also owns the AICO portal, working collaboratively with the client to monitor, manage and resolve issues. The coordinator supports high standards of customer service, clear communication and accurate reporting.
Days of working:
Monday, Tuesday, Wednesday, Thursday, Friday
08:30am - 16:30pm
Key responsibilities
- Act as the primary point of contact for the client on all reactive maintenance matters, providing updates, resolving queries and supporting service delivery.
- Be the main owner of the AICO portal, ensuring information is accurate and up to date, monitoring actions, and working closely with the client to resolve any issues or exceptions.
- Work closely with operational managers and the helpdesk team to solution difficult or complex jobs and remove barriers to completion.
- Review all customer satisfaction surveys, identify recurring themes or issues, and provide structured feedback to relevant managers.
- Log, track and support the resolution of customer complaints, ensuring outcomes are communicated clearly and in a timely manner.
- Act as the main point of contact for residents during major occupied works, managing access requirements, special needs and resolving issues to minimise disruption.
- Coordinate and manage approved subcontractors on the account, supporting performance monitoring and attending or arranging regular performance review meetings.
- Support the management of aged works, providing progress updates and reporting status to the client.
- Manage and track managers’ actions and Service Delivery Manager (SDM) level of completion (LOCs), ensuring accountability and follow-up.
- Manage contractor and internal “quote awaiting costs” LOCs, ensuring updates are obtained and actions progressed.
- Monitor and manage “supplier instructed and update by contractor” LOCs, ensuring timely communication and resolution.
- Track and manage “client added note” LOCs, ensuring queries or actions are responded to appropriately.
- Support management of the asbestos portal
- Support client calls and reporting by providing accurate information on job status, performance, compliance actions and customer issues.
- Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction, communication and service delivery standards.
Qualifications and experience required
- Previous experience in an administrative, coordination or service delivery support role, ideally within reactive maintenance, housing, facilities management or a customer-focused operational environment
- Experience acting as a key point of contact for clients or customers, managing queries, providing updates and supporting service delivery.
- Experience working with operational teams and helpdesk functions to coordinate works and resolve issues or delays.
- Experience managing or maintaining trackers, portals or systems (such as compliance or performance portals), ensuring information is accurate and up to date.
- Experience handling customer feedback, complaints or satisfaction surveys, including logging issues and supporting their resolution.
- Strong experience prioritising and managing multiple tasks in a fast-paced, deadline-driven environment.
- Confident communicator with experience liaising with residents, subcontractors and internal stakeholders.
- Standard DBS Clearance Required
Desirable
- Experience supporting reactive maintenance or planned works in occupied properties.
- Experience working with subcontractors, including supporting performance monitoring or coordination meetings.
- Experience using client portals such as AICO (or similar compliance / performance portals).
- Experience supporting client calls, performance reviews or service delivery meetings.