Property Co-Orindator Team Leader in Birmingham

Job Title

Property Co-Ordinator Team Leader

Location

Birmingham

Company

Fexco Property Services

Type of Employment

Full Time, Permanent

About this Role

The Contact Centre Property Co‑Ordinator Team Leader is responsible for leading and developing a team delivering high quality, customer focused property coordination services across maintenance and repairs, resident communication, complaints handling, financial administration, and governance activities.

The role ensures the team provides a responsive, efficient, and professional end to end service, resolving customer queries at the earliest opportunity while maintaining full ownership of cases through to completion.

A key element of the role is overseeing the coordination and delivery of governance activities, including the preparation and distribution of AGM and EGM packs, meeting documentation, and follow-up actions, ensuring accuracy, compliance, and a seamless experience for residents and stakeholders.

Alongside operational delivery, the Team Leader drives continuous improvement and customer centric ways of working, using insight from customer contact, complaints, and operational performance to challenge processes and enhance service delivery.

Acting as both a people leader and customer advocate, the role fosters a culture of accountability, quality, and excellence—ensuring the team consistently delivers a brilliant resident experience while supporting effective property management and governance standards.

Main Duties and Objectives

• Lead, coach, and motivate a team of Property Co‑Ordinators
• Conduct regular 1:1s, coaching sessions, and performance reviews
• Support individual development, capability building, and career progression
• Create a high-performance culture focused on accountability, quality, and customer experience
• Build team resilience when handling complex or high-volume workloads
• Oversee day-to-day delivery of property coordination activities including:
• Maintenance and repair follow ups
• Contractor coordination and communication
• Resident Communication
• Property administration and governance support
• Ensure all tasks are accurately logged, tracked, and progressed to completion
• Monitor workloads, backlogs, and service levels to ensure efficient operations
• Provide real-time support on complex queries or operational challenges
• Ensure effective coordination of repair and maintenance requests through to completion
• Monitor outstanding works and ensure timely follow-ups with contractors and stakeholders
• Act as escalation point for urgent or complex property issues
• Work with contractors and internal teams to improve turnaround times and service quality
• Ensure delivery of a professional, responsive, and empathetic resident experience across all interactions
• Oversee the handling of complaints, ensuring they are investigated, resolved, and followed through effectively
• Support the team in resolving issues at first point of contact wherever possible
• Act as escalation point for more complex or sensitive complaints
• Promote customer feedback and encourage channels such as surveys and Trustpilot reviews
• Ensure the team takes full ownership of cases end-to-end, with no loss of accountability
• Maintain high standards of record keeping across systems, including repairs, communications, and financial data
• Carry out quality checks and audits to ensure compliance with policies and procedures
• Ensure clear, accurate, and professional written communication across all correspondence
• Oversee processing and validation of invoices relating to maintenance and property management
• Ensure correct coding, approval, and adherence to financial controls
• Support monitoring of expenditure and budget awareness within the team
• Ensure high standards of data accuracy across all systems and trackers
• Ensure compliance records are accurately maintained and up to date
• Support delivery of governance activities including AGMs and EGMs
• Oversee preparation and distribution of meeting documentation and follow-up actions
• Ensure adherence to internal policies, procedures, and property management regulations
• Identify process inefficiencies, data gaps, and recurring issues within property coordination activities
• Use insight from complaints, repairs, and customer feedback to drive improvement initiatives
• Challenge non customer centric processes and implement better ways of working
• Work cross-functionally with Property Managers, Finance, and Operations to improve outcomes
• Promote a culture of continuous improvement and proactive problem solving

• Build strong relationships with

• Property Managers
• Contractors and suppliers
• Residents and leaseholders
• Internal teams (Finance, Compliance, Customer Experience)
• Ensure effective collaboration to resolve issues quickly and efficiently
• Influence stakeholders to take ownership and deliver high service standards

Essential Skills

• Experience in a contact centre or property management supervisory/team leader role
• Strong knowledge of property coordination, repairs, and maintenance processes
• Proven people management and coaching experience
• Excellent organisational and workload management skills
• Strong communication and stakeholder management abilities
• Experience working to KPIs, service levels, and quality standards
• Knowledge of property compliance and governance processes (AGMs, statutory requirements)
• Experience in invoice processing or property-related financial administration
• Experience driving operational or process improvements

Key Behaviours

• Customer Focus
• delivers excellent resident experience
• Leadership
• inspires, develops, and supports others
• Ownership & Accountability
• drives issues through to resolution
• Attention to Detail
• ensures accuracy across systems and processes
• Problem Solving
• identifies root causes and solutions
• Collaboration
• works effectively across teams and stakeholders
• Continuous Improvement
• challenges and improves ways of working
• Resilience
• performs effectively in a fast-paced environment

Performance Metrics (KPI's)

• First Contact Resolution (FCR)/
• Service levels and response times
• Case resolution times (repairs, enquiries, complaints)
• Customer Satisfaction (CSAT)
• Quality Assurance (QA) scores
• Volume and ageing of outstanding works
• Accuracy of data and administrative processing
• Reduction in repeat contacts and service failures
• Team engagement and performance

Sucess Measures

• A highly engaged and high-performing Property Co‑Ordinator team
• Efficient and effective handling of repairs, enquiries, and administrative processes
• Strong customer satisfaction and positive resident feedback
• Reduced backlog of maintenance and outstanding cases
• Improved service delivery through continuous improvement initiatives
• Strong collaboration with Property Managers and operational teams
• Consistently high standards of quality, compliance, and data accuracy

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves.

We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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