Housing Business Support Officer

6 days ago

Lewisham SE, United Kingdom CRA GROUP RECRUITMENT AND PAYROLL LTD Full time
5 Month Contract With A Local Authority

Job Purpose

We are seeking an experienced Business Support Officer (BSO) with strong scheduling and planning experience to support the delivery of responsive and planned repairs for a Tier 1 contractor. This role is critical in ensuring that jobs are scheduled efficiently, operatives are deployed effectively, and customers receive a timely, high-quality service.

You'll be working in a busy operational environment, supporting day-to-day administrative and scheduling functions, coordinating repairs appointments, and maintaining accurate records using housing and repairs management systems. This role suits someone with a background in property services, social housing, or contractor-based maintenance environments.

Key Responsibilities

  • Schedule and allocate repairs and maintenance appointments to operatives using in-house systems and ensure optimal route planning.

  • Monitor operative diaries and job progress throughout the day to ensure appointments are met and updates are actioned.

  • Handle inbound and outbound calls/emails from tenants, operatives, subcontractors, and client teams, providing excellent customer service.

  • Use housing and contractor systems (e.g., DRS, OptiTime, Impact Response, Oneserve, Northgate, or similar) to log, monitor, and update job statuses.

  • Liaise with supervisors, trade operatives, and subcontractors to ensure works are completed on time and to standard.

  • Reschedule missed appointments or reallocate jobs due to emergencies, absences, or delays.

  • Raise, update, and close works orders and ensure correct job coding and priority levels are applied.

  • Maintain accurate and up-to-date records for compliance, audit, and reporting purposes.

  • Support the wider business support and operations team with admin tasks such as reporting, invoicing queries, stock/materials tracking, and client updates.

  • Contribute to continuous service improvement by identifying process efficiencies and assisting with internal performance monitoring.

Requirements

  • Proven experience in a similar repairs scheduling or planning role within a contractor, housing provider, or property maintenance environment.

  • Strong working knowledge of scheduling software (e.g., DRS, OptiTime, Kirona, Impact Response) and housing management systems.

  • Experience coordinating repairs for multi-trade teams (responsive, voids, planned maintenance).

  • Understanding of priority codes, SOR (Schedule of Rates) codes, and repair diagnostics.

  • Experience in a customer-facing administrative role dealing with high call volumes and complex queries.

  • Excellent organisational and multitasking abilities, able to manage competing priorities in a fast-paced environment.

  • High level of accuracy and attention to detail in data entry and record-keeping.

  • Strong IT skills including Microsoft Office (Excel, Outlook, Word).

  • Clear and professional communication skills, both written and verbal.

  • Ability to work as part of a team and under own initiative.

  • Resilient and calm under pressure, particularly when dealing with urgent or escalated issues.

  • Commitment to delivering excellent service to both internal and external stakeholders.

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