Support Coordinator

Encore Cambridge, England, United Kingdom

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Encore Cambridge, England, United Kingdom

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At Encore, we’re here to make residential property management feel personal, thoughtful, and seamless. Since we opened our doors in 2004, our mission has been simple: to deliver an outstanding experience for every customer, with genuine care at the heart of everything we do. We don’t just look after buildings, we look after the people who call them home, treating each property as if it were our own.

Voted as one of the best places to work in the \”Sunday Times\” last year. The Encore culture not only attracts the brightest talent, but also industry recognition as we\’ve been awarded Employer of the Year on many of occasions. Our ambition is to be regarded as the most professional managing agent in the country – with a team of exceptional people who are energised by what they do. Were all about communication, collaboration, teamwork – and having fun while we work. By creating an inviting environment for our people to be inspired, learn and flourish can make all the difference.

About The Role

Are you detail-oriented, analytical, and an Excel expert with a passion for problem-solving? We’re looking for a dynamic Support Coordinator to join our high-performing business support team.

In this key role, you’ll provide critical day-to-day support across systems, users, and internal projects, helping to ensure everything runs smoothly and efficiently. You’ll be interacting with stakeholders across the business—technical and non-technical—so strong communication and the ability to adapt your approach is essential.

This position requires someone who’s proactive, organised, and confident in managing a varied workload in a fast-paced environment. You’ll need to be as comfortable analysing data as you are coaching your teammates and supporting larger projects.

What You\’ll Be Doing

System & User Support

• Generate and distribute data insights and performance reports using Qube and Dwellant.
• Analyse recurring issues to improve system usage and support efficiency.
• Maintain and enhance internal knowledge base documentation.
• Monitor system data for accuracy and integrity; perform regular data checks.
• Respond promptly to technical queries and issues, escalating when necessary.
• Ensure exceptional internal customer service with timely and effective communication.

Projects & Process Improvement

• Participate in (and occasionally lead) internal system and process improvement projects.
• Support software rollouts, upgrades, and business transformation initiatives.
• Maintain thorough and accurate records of tasks, updates, and project progress.
• Balance daily responsibilities with longer-term project goals.

People & Team Collaboration

• Share expertise with the team through coaching and mentoring.
• Encourage collaborative learning and knowledge sharing.
• Contribute to a positive and productive team culture, helping others grow and succeed.

Experience

What You’ll Bring

• 2+ years in a systems support or helpdesk environment.
• Experience mentoring or guiding team members.
• Advanced Excel proficiency (essential).
• Experience with Qube or Dwellant (desirable).
• Property or service industry background (advantageous).

Skills

• Ability to learn new software and systems quickly.
• Strong communication and interpersonal skills.
• Excellent planning and organisational abilities.
• Methodical approach to troubleshooting and problem-solving.
• Comfortable working independently and as part of a team.

Personal Qualities

• Meticulous attention to detail.
• Analytical thinker who enjoys solving complex problems.
• Self-motivated and proactive.
• Adaptable, positive, and professional.
• Strong sense of integrity and accountability.

Why Work with Us?:

Great Team Environment: You’ll be part of a friendly, supportive team that works hard and has fun along the way.

Growth Opportunities: We believe in helping our people grow. With extensive training and development, you’ll have plenty of opportunities to advance your career.

Competitive Salary & Perks: We offer a competitive salary, benefits, and a positive workplace culture where your contributions are valued.

Please note Encore operate a hybrid working model and this role requires you to be in the office 3 days per week. (We do not have parking on-site)

The salary for this role is £30,000 p.a.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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