Tenant and Maintenance Liaison Coordinator

Tenant and Maintenance Liaison Coordinator
Let''s Go Lettings
Location: 73 Fawcett Road, Southsea, with visits to managed properties
Salary: £26000 - £28000 per annum DOE
Hours and contract: 9am-5pm 35 hours a week (potential weekend hours required)
Reporting to: Operations Director
 
About the role
Let''s Go Lettings is looking for a confident, organised and practical Tenant and Maintenance Liaison Coordinator to take ownership of tenant enquiries and maintenance issues across our managed properties.
You will be the first point of contact for all calls relating to tenant concerns, repairs and maintenance. This is a busy role with a high volume of incoming calls, alongside regular outbound calls to tenants, landlords and contractors. You will need to think quickly, ask the right questions and arrange practical solutions while keeping everyone informed.
Alongside your office duties, you will visit properties to investigate reported issues, gather information and check completed work. You will follow each case from the initial report through to resolution, making sure that actions are followed up and tenants know what is happening.
 
Your responsibilities
Handle all incoming calls about tenant issues and maintenance, together with related emails and messages, providing a professional, helpful and reassuring service.
Listen carefully, establish the facts and assess urgency. Prioritise emergencies and safety concerns, following company procedures and escalating promptly when needed.
Resolve straightforward enquiries at the first point of contact where possible, using approved guidance and sound judgement.
Log enquiries, repair requests and complaints accurately, recording the issue, agreed actions, responsibility and next steps.
Coordinate repairs with contractors and the maintenance team, arranging appointments, access and keys, and giving clear instructions about the work required.
Obtain quotes and seek landlord or management approval where required, working within agreed spending limits.
Make outbound calls to chase progress, confirm appointments, explain delays and keep tenants and landlords updated.
Track outstanding jobs and follow up missed appointments, overdue work and repeat problems until a satisfactory resolution is reached.
Attend properties to assess reported concerns, take photographs and notes, meet tenants or contractors and check that agreed work has been completed.
Handle complaints and difficult conversations calmly, investigate concerns and agree realistic next steps. Escalate formal or unresolved complaints in line with company procedures.
Recognise recurring issues and highlight opportunities to improve response times, contractor performance and the tenant experience.
Keep clear records on company systems and coordinate with colleagues so enquiries remain covered while you are attending properties.
 
What we are looking for
You will enjoy speaking with people, solving problems and keeping several tasks moving at once. You should be comfortable taking responsibility, making decisions within your authority and asking for support when an issue needs escalation.
An excellent telephone manner, with clear communication, patience and the ability to build trust quickly.
Experience handling a high volume of customer enquiries, ideally including complaints or challenging conversations.
Fast thinking and practical problem solving, with the ability to identify the next action and organise it promptly.
A calm, professional approach when callers are frustrated or several urgent matters arise together.
Strong organisation and prioritisation, balancing incoming calls with outbound follow ups, repair coordination and property visits.
Reliable follow through: you chase outstanding actions and check the outcome rather than assuming a job is finished.
Good written communication, accurate record keeping and confidence using email, computer systems and Microsoft Office.
The ability to work independently and collaboratively, with sound judgement about when to involve a manager.
A full UK driving licence and access to your own car are essential, as the role involves regular visits to managed properties.
 
Experience that would be useful
A background in complaints handling, customer service, a contact centre, housing, property management, maintenance scheduling or contractor coordination would be particularly relevant. Experience with HMOs, residential lettings or property management software would also be helpful.
Property experience is desirable rather than essential. We are equally interested in applicants who can demonstrate excellent communication, organisation and the ability to resolve problems in a demanding customer facing role.
 
What good performance looks like
Calls and messages are handled promptly, professionally and accurately.
Urgent concerns are identified quickly and passed to the right person.
Repairs are actively progressed, with clear ownership and regular updates.
Tenants understand what will happen next and when they can expect an update.
Complaints receive fair consideration, clear responses and appropriate follow up.
Records are complete and colleagues can see the current position on each case.
 
How to apply
Please send your CV and a short covering note explaining your relevant experience and we will get back to you.