Property Experience Coordinator

About Us:

Metworks is an integral part of MTVH, dedicated to delivering exceptional property repair and maintenance services. We are committed to providing excellent customer experiences while meeting corporate and regulatory standards. We are seeking a passionate and customer focused person to contribute to the continual improvement of our service delivery.

Overall Responsibility:

As Property Experience Coordinator, you will primarily be responsible for organising, coordinating and reporting on the delivery of repair work to customer's homes following complaints or poor customer satisfaction results. You will be liaising with our Customers, the Metworks Delivery Team, the Property Services, Housing Teams and the Property Desk.

You will be competent and experienced in various MS Office software and CRM systems and have no problem looking across systems for information, troubleshooting and finding solutions.

You will be a natural communicator with direct customer experience and have a strong ability to maintain a calm and professional attitude whilst dealing with challenging situations.

Responsibilities & Outcomes

• Work as part of a team who will be working on direct engagement activities with internal and external stakeholders.

• Supporting the operational team with critical incidents, complaints and provide feedback to your manager for post-incident reviews.

• Using systems that support outstanding service delivery using customer journey mapping and complaint outcomes/learning/trends.

• Building and maintaining strong relationships with individual Property teams and other Directorates to enable effective dialogue exchange between departments.

• Taking intelligent action to correct issues along the way and continuously communicating to uphold the MTVH Way and adhere to our four core values; Care, Dare, Collaborate and Own.

• Ensure standards for customer experience across the whole customer journey are met.

• Attend residents associations and one-off meetings working closely with members of the Property Services Delivery Team

• Assist in the delivery of training and other capacity-building initiatives for colleagues as and when required.

• To assist in the provision of advice to colleagues on effective service monitoring and delivery with residents.

• To positively promote the work of the team so its remit is understood and has the widest possible impact.

• Contribute to reports and presentations, documents and briefings as required for a wide variety of audiences

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.
We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.
We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector.
In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them.

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