Location
South West London

Hours
Full Time

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 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 attending resident association meetings, assisting in training and capacity-building initiatives, advising colleagues on effective service monitoring, and positively promoting the team’s work to maximise its impact. You will also contribute to reports, presentations, and briefings for a variety of audiences.

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. Ability to manage complaints and coordinate multi-departmental activities is important.

About you
You are passionate about delivering excellent customer service and improving customer experiences. You have strong communication and relationship-building skills, are proactive in problem-solving, and can work effectively both independently and as part of a team. You are committed to upholding the MTVH values of Dare, Care, and Collaborate and are motivated to contribute positively to a diverse and inclusive workplace.

Qualifications
There are no specific qualification requirements for this role; however, a full clean driving licence is essential due to the nature of the role.