Support Team Officer (Property Maintenance)
Starting salary - £25,878 - £28,961 - Dependent on Experience
Full Time| Fixed-Term to 31 March 2027
Purpose of the Job
This role provides a comprehensive administrative service that supports the delivery of excellent customer service within the Property Maintenance team. By keeping records accurate, coordinating customers and contractors, and supporting quality assurance and procurement, you help us deliver Quality Homes and Trusted Customer Services across our communities. Your organisation and attention to detail help maintain important operational capability and keep the service running well for the customers who rely on it.
What will I do?
Administrative Support and Coordination
- Provide a comprehensive administrative service to support the delivery of excellent customer service across the Property Maintenance team.
- Maintain accurate IT records of activities and produce reports drawn from managers, colleagues, files and IT systems.
- Manage correspondence, including emails and workflow systems delegated by colleagues and managers.
- Support the creation of works orders and the management of variations.
- Continue operational reporting and workforce visibility, giving managers and Team Leaders a clear picture of activity.
- Administer the secure and orderly storage of regulatory certificates.
- Administer the Trades incentive scheme, where appropriate, applying the rules consistently and handling related queries or challenges from Trades colleagues.
Quality Assurance and Compliance
- Maintain desktop quality assurance and assurance support activities across the team's processes.
- Provide support to Team Leaders undertaking on-site QA inspections.
- Use Curo's Quality Assurance measures to support consistent delivery of team processes. Procurement and Financial Administration
- Administer the effective procurement of goods and services in line with Curo's procurement strategies, supporting value for money and high levels of service delivery.
- Reconcile invoices for payment approval and administer purchase order systems.
- Provide information as required to support financial and performance monitoring.
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
