Support Team Officer (Property Maintenance)

Contractor and Customer Coordination

• Record and coordinate customer engagement for projects, capturing customer responses to inform and improve the customer experience and future service delivery.
• Respond promptly and effectively to customer enquiries, making sure people receive timely assistance and updates.
• Liaise with, and issue instructions to, contractors ensuring they adhere to contract conditions as directed by, or in the absence of, the relevant contract manager or surveyor.
• Support with customer accident reporting.

Customer Complaints

• Take ownership of monitoring and progressing repairs and other actions associated with complaint resolution, ensuring they are tracked through to completion.
• Proactively liaise with internal teams and contractors to monitor progress, challenge delays where appropriate, and ensure works progress within agreed timescales.
• Maintain regular communication with customers, providing timely updates on progress and managing expectations throughout the resolution process.
• Identify and manage risks that may impact delivery, escalating concerns promptly to the Repairs Team Leader or other appropriate managers.
• Help ensure issues are addressed and complaint resolutions are not unnecessarily delayed.
• Keep clear and accurate notes and records of the progression and tracking of agreed resolutions.

Teamwork and Collaboration

• Work closely with managers, Team Leaders, and colleagues, building strong working relationships while keeping customer needs at the centre.
• Contribute to team and corporate objectives, sharing information and supporting colleagues to deliver a high-quality service.

What do I need to be successful?

Essential – Experience and Qualifications

• Experience of providing administrative services within an organisation that handles large volumes of varied transactions and a complex customer base.
• Experience of writing reports derived from complex data in large volumes.

Essential – Skills and Attributes

• Strong organisational skills and a keen eye for detail, with the ability to manage competing priorities and meet deadlines.
• Confident numeracy skills, with the ability to understand and interpret statistical and financial information.
• Excellent IT skills, including the ability to create reports from complex data.
• Excellent all-round communication skills, with the ability to convey information clearly to a variety of customers.
• A collaborative approach, supporting and promoting team and corporate objectives.
• Able to work calmly under pressure and adapt to changing priorities.

Desirable

• Experience of working within a repairs, property maintenance, or housing environment.
• Experience of administering procurement, processing invoices, and managing purchase order systems.
• Experience of supporting quality assurance or compliance activities.

How will I evidence my success?

• Customers, peers, and managers give positive feedback on the effectiveness of the service and the way it is delivered.
• Records, reports, and regulatory certificates are accurate, up to date, and stored securely, supporting Curo's compliance with its legislative obligations.
• Procurement, invoices, and purchase orders are processed correctly, supporting value for money and timely service delivery.
• Quality assurance processes are consistently applied, with desktop QA and support for on-site inspections helping the team deliver agreed standards.

What you will get in return

• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years
• Your birthday off as an extra holiday
• Up to 10% matched pension contribution
• Hybrid working (3 days office, 2 days home)
• Flexible benefits which might include a Health Cash Plan
• Access to an Employee Assistance Programme for your own wellbeing