Location
South West London

Hours
Full Time (hours not specified)

Salary
£38,512 - £40,539 per annum

About the Role
The Property Services delivery team at Metropolitan Thames Valley Housing (MTVH) is dedicated to delivering exceptional property repair and maintenance services. We are committed to providing excellent customer experiences while meeting corporate and regulatory standards. As a Property Experience Coordinator, you will play a key role in organising, coordinating, and reporting on the delivery of work to customers’ homes following complaints or poor customer satisfaction results. You will liaise with customers, the Property Services team, Housing Teams, and other departments to ensure repairs are completed efficiently and conduct root cause analysis to support continuous improvement.

You will work closely with internal and external stakeholders on direct engagement activities, support the operational team with critical incidents and complaints, and provide feedback for post-incident reviews. Using systems that support outstanding service delivery, you will apply customer journey mapping and analyse complaint outcomes, learning, and trends. Building and maintaining strong relationships across Property, Compliance teams, and other Directorates will be essential to enable effective communication and collaboration.

Additional responsibilities include attending resident association meetings, assisting with training and capacity-building initiatives, providing advice on service monitoring and delivery, promoting the team’s work, and contributing to reports and presentations for diverse audiences. This role requires a full clean driving licence and access to a vehicle.

MTVH is committed to safe, high-quality services and will complete a basic Disclosure and Barring Service check upon offer of employment, with renewals every three years.

Benefits
- 28 days annual leave plus 8 bank holidays (pro rata for part time)
- 2 volunteering days per year
- An additional ‘Beliefs day’ annually
- Supported family friendly approach with extended parental leave
- Enhanced pension with matched contributions up to 9%
- Option to buy or sell up to 5 days annual leave per year
- Life assurance cover (3x salary)
- Cycle2work scheme
- Hybrid working (dependent on role and department)
- Health cash plan scheme (including family members)
- Interest-free tenancy deposit and season ticket loans
- Extensive learning and training opportunities via Wisebox platform
- Colleague virtual social platform
- Career progression support including mentoring, coaching, apprenticeships
- Employee Assistance Programme supporting wellbeing

About Metropolitan Thames Valley Housing
MTVH is committed to sustainability initiatives to reduce environmental impact and promote sustainable practices. We value diversity and inclusion, working collaboratively to serve people better every day. As a Disability Confident employer, we foster an environment where employees and customers can be their true selves. We support various employee network groups including Gender, Ethnicity, LGBTQ+, and Disability, promoting a culture of care, collaboration, and courage.

Experience
Experience working in customer-focused roles or property services is desirable but not explicitly stated. Ability to work collaboratively with multiple teams and stakeholders is essential.

About you
Passionate and customer-focused individual committed to improving service delivery. Strong communication and relationship-building skills to engage effectively with customers, colleagues, and external partners. Able to take intelligent action to resolve issues and maintain high standards of customer experience throughout the customer journey. Must hold a full clean driving licence with access to a vehicle.

Qualifications
No specific qualifications are stated as mandatory. A willingness to learn and contribute positively to the team and organisation is expected.