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, ensuring 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 work delivered 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 continual service 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 taking intelligent action to correct issues, ensuring customer experience standards are met throughout the customer journey, attending resident association meetings, assisting in training and capacity-building initiatives, and contributing to reports and presentations for diverse audiences. You will also promote the team’s work to maximise its impact and assist colleagues with advice on effective service monitoring and delivery.

To meet our commitment to safe, high-quality services, a basic Disclosure and Barring Service check will be completed once an offer of employment is made, with renewals every three years.

Additional Requirement
This role requires a full clean driving licence with access to a vehicle.

Experience
Experience working in customer-focused roles or property services is desirable but not explicitly stated. Ability to manage complaints, coordinate teams, and engage with stakeholders is essential.

About you
Passionate and customer-focused individual committed to improving service delivery. Strong communicator able to build and maintain relationships across multiple teams and stakeholders. Proactive in identifying and resolving issues, with a collaborative approach aligned with MTVH’s values of Dare, Care, and Collaborate.

Qualifications
No specific qualifications are stated as mandatory. A full clean driving licence with access to a vehicle is required.