Location
Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP

Hours
36 hours per week

Salary
£35,493 - £39,915 per annum (salary negotiable depending on experience)

About the Role
As a Voids Performance Coordinator, you will play a crucial role in ensuring Westminster City Council’s vacant homes are managed efficiently and brought back into use as quickly as possible. Working within the Housing and Commercial Partnerships team, you will be empowered to bring your whole self to work and contribute directly to improving services and outcomes for Westminster residents.
Your primary responsibility will be to coordinate the entire voids process from start to finish. This includes tracking properties from the point they become vacant, through inspection and refurbishment works, to handover, allocation and letting. You will maintain clear oversight of every property, ensuring actions are completed, deadlines are met and any delays or barriers are identified and escalated promptly.
You will act as a central point of contact, working closely with voids surveyors, contractors and colleagues across housing, allocations and other internal services. Through regular communication and effective coordination, you will ensure everyone involved understands their responsibilities, priorities and required timescales.
Accurate data and performance monitoring will be central to the role. You will maintain and update void property records, monitor progress against contractual and service targets, produce reports, coordinate operational meetings and follow up agreed actions. You will use performance information to identify trends, highlight areas of concern and support improvements to turnaround times and the wider voids service.
You will also support effective contractor and stakeholder relationships, ensuring information is shared promptly and property handovers are properly coordinated. Where issues arise, you will take ownership of following them through to resolution and provide clear updates to managers and other relevant teams.
Customer service is key to this role. You will support clear communication with prospective tenants when required, assist with resolving enquiries or complaints and help protect the Council’s reputation by ensuring residents receive a professional and well-coordinated service.
As a proactive, organised and collaborative team member, you will manage competing priorities, demonstrate excellent attention to detail and help keep the whole voids process moving. You will model the Council’s values, build strong working relationships and contribute to a sustainable service that delivers safe, high-quality homes and excellent value for Westminster residents.

Experience
Experience in a coordination, performance or administrative role, ideally within housing, property services, repairs and maintenance, or a similar fast-paced operational environment. Proven ability to coordinate a service from start to finish, maintain accurate records and ensure actions are completed within agreed timescales.

About you
Excellent communication skills with confidence in working with a wide range of internal and external stakeholders including surveyors, contractors, housing teams and allocations colleagues. Strong written and verbal communication skills to provide clear updates, build effective working relationships and escalate outstanding actions when required.
Organised and methodical, able to thrive under pressure while managing competing priorities, a varied workload and tight deadlines. Proactive in identifying delays or blockages and helping keep the voids process moving through to successful letting.
Comfortable analysing performance data, identifying trends and producing clear, accurate reports for operational meetings and management reviews. Strong attention to detail and understanding of how effective performance monitoring, resource coordination and accurate information improve service delivery and customer satisfaction.
Strong IT skills essential, including managing workflows, maintaining computerised property records and confidently using spreadsheets, reporting tools and housing management systems.
Proactive problem-solver who remains calm when dealing with service failures, urgent issues and changing priorities.
Committed to providing excellent customer service and improving outcomes for Westminster residents. Collaborative team player who demonstrates the Council’s values and contributes to a well-organised, responsive and continuously improving voids service.

Qualifications
No specific qualifications required, but relevant experience and skills as outlined above are essential. A commitment to continuous learning and development is encouraged.