Housing Operations Coordinator

The Housing Operations Coordinator will act as the central point of contact for tenants, staff, contractors and other parties contacting the organisation.

The primary purpose of the role is to ensure that incoming enquiries, maintenance requests, tenant concerns and operational issues are dealt with efficiently, recorded accurately and directed to the appropriate member of staff.

The successful candidate will be organised, confident communicating with a wide range of people and capable of managing multiple issues simultaneously within a busy housing environment.

Key Responsibilities

Tenant Contact and Enquiries

• Act as the first point of contact for tenants by telephone, email or other communication channels.
• Answer incoming telephone calls professionally and establish the nature and urgency of each enquiry.
• Deal with straightforward enquiries directly where appropriate.
• Gather sufficient information from tenants to ensure issues can be properly understood and allocated.
• Direct tenancy, welfare and tenancy sustainment matters to the appropriate staff member.
• Provide tenants with appropriate updates regarding previously reported matters.
• Ensure tenants receive a professional and consistent response when contacting the organisation.
• Manage requests to speak with individual members of staff and determine whether the matter can be dealt with or allocated without unnecessarily interrupting other employees or managers.

Maintenance Coordination

• Receive maintenance and repair reports from tenants.
• Obtain relevant information regarding the nature, location and severity of reported repairs.
• Accurately record maintenance requests within the organisation's maintenance management system.
• Categorise maintenance issues in accordance with the organisation's repair priorities and procedures.
• Allocate or communicate maintenance jobs to the appropriate maintenance employee, contractor or manager.
• Coordinate appointments and access arrangements between tenants and maintenance personnel where required.
• Monitor outstanding maintenance jobs and follow up where actions or updates are overdue.
• Provide tenants with updates regarding repairs where appropriate.
• Immediately escalate emergency repairs or matters presenting a risk to the tenant, property or other persons in accordance with company procedures.

Operational Coordination

• Act as a central communication point between tenants, support workers, maintenance staff, contractors and management.
• Allocate incoming issues and actions to the appropriate member of staff.
• Maintain oversight of outstanding tenant enquiries, maintenance requests and operational actions.
• Follow up with staff where allocated actions remain outstanding.
• Assist in coordinating staff responses to tenant and property-related incidents.
• Arrange appointments, property visits, contractor access and other operational activities where required.
• Maintain shared diaries, calendars, inboxes and task management systems where applicable.
• Ensure relevant information is passed promptly and accurately between departments.

Triage and Escalation

The Housing Operations Coordinator will be expected to assess incoming enquiries and determine the appropriate route for dealing with them.

This will include:

• Routine maintenance matters being logged and allocated to maintenance.
• Tenancy sustainment and welfare matters being allocated to the relevant support workers.
• Routine administrative enquiries being dealt with directly where possible.
• Complaints being recorded and referred in accordance with the organisation's complaints procedure.
• Safeguarding concerns being immediately escalated in accordance with safeguarding procedures.
• Serious incidents, threats, violence, significant property damage or other high-risk matters being escalated immediately.
• Emergency repairs being directed to the appropriate maintenance or emergency response.
• Matters requiring management authority or intervention being escalated to the appropriate manager.

The role will be expected to exercise judgement and avoid unnecessary escalation of routine operational matters whilst recognising situations requiring immediate management involvement.

Record Keeping and Administration

• Maintain accurate records of tenant contact and actions taken.
• Record telephone calls, maintenance reports, complaints and other relevant interactions on the appropriate system.
• Ensure allocated actions clearly identify the responsible member of staff and required action.
• Maintain accurate contact information and property records where required.
• Assist with preparation of letters, notices, emails and other routine correspondence.
• Assist with general housing administration as required.
• Maintain confidentiality and handle personal information in accordance with data protection requirements and company policies.

Monitoring and Follow-Up

The role is not limited to passing enquiries to other members of staff. The role will be responsible for helping ensure that matters progress appropriately after allocation.

This will include:

• Reviewing outstanding maintenance requests and tenant actions.
• Chasing employees or contractors for updates where appropriate.
• Identifying overdue or unresolved matters.
• Updating tenants where appropriate.
• Escalating repeated failures, significant delays or unresolved issues to management.
• Helping management maintain visibility over outstanding operational issues.

Key Skills and Attributes

The ideal candidate will be:

• Highly organised.
• Confident and assertive.
• Calm under pressure.
• Approachable and professional.
• Comfortable speaking with a wide range of people.
• Able to prioritise effectively.
• Capable of handling difficult conversations.
• Proactive rather than simply reactive.
• Comfortable chasing colleagues and contractors for outstanding actions.
• Able to distinguish between routine matters and genuine emergencies.
• Reliable and consistent.
• Focused on ensuring issues are progressed through to resolution.

Previous housing experience is desirable but not essential where a candidate demonstrates strong organisational skills, communication ability and the appropriate attitude.

Summary

The Housing Operations Coordinator will provide the central operational link between tenants and the staffing team.

The role is intended to ensure that enquiries are received, recorded, assessed, allocated and followed up effectively, while ensuring that serious or high-risk matters are escalated appropriately.

Pay: From £26,000.00 per year

Experience:

• housing management: 1 year (preferred)

Work Location: In person