Property Services Officer

This job has now expired
Westminster, London
£30,159p.a.rising to £32,700p.a. after probation

The Church of England Pensions Board provides retirement services set by the Church of England for those who have served or worked for the Church. The Pensions Board is a charity within which the Housing department providing retirement accommodation and services.

We are not a registered social housing provider and do not operate as one. The Board’s vision is to deliver a professional high quality and efficient service to our customers, respecting their needs and the needs of those who provide us with the money to do this.

This is an opportunity for a professional and highly motivated individual to join our repairs and maintenance service.

You will take pride in supporting our customers with their needs, guiding them through processes including those relating to Major works and insurance claims, ensuring communication and engagement at all levels.

Experienced in delivering property services within a large organisation, you will understand the importance of asset and property management and of delivering a customer focused service. You will enjoy working with a variety of different systems in a moving/changing environment, prioritising your workload and meeting objectives and deadlines.

This post will involve travel within the UK and is subject to an Enhanced DBS check.

First stage interviews will be held on the 6th December 2018. Final stage interviews will be held on the 13th December 2018.

The Role:

  • Manage £1,000,000 property services budget of major unplanned works to over 1200 properties within the rental portfolio – of which 60% are the Boards own assets.
  • Manage repairs and maintenance across business streams, supporting customers through process and insurance claims.
  • Work in partnership with a third party maintenance provider to deliver a first class, quality service to customers whilst maintaining best practice and value.
  • Contribute to contract management with third party providers to build relationships, establish clear processes and guidance, develop clear decision-making matrixs.
  • Manage customer expectation, ensuring communication and engagement at all levels.
  • To provide customer support in key areas, to ensure wellbeing and commitment to enabling them to remain in their home.
  • Manage complaints in line with policy and to respond actively to ensure customer satisfaction and fairness.
  • Manage insurance claims to ensure quick resolution and minimal disruption to resident, where required liaise with key local agencies and emergency services to establish emergency procedures.
  • Manage transitional change from unplanned major works to planned works programme whilst continuing with business as usual. Including managing the communications with customers.
  • To determine case by case priorities for unplanned major work through case management providing supporting evidence for higher level approval where required.
  • Work with housing managers and officers to safeguard residents and their families during major works (ad-hoc or planned) ensuring Health & Safety is paramount.
  • Provide support and guidance during major/planned works supporting the Tenant Liaison Officer (third party provider).
  • Be responsible for the day to day effective management of retained property service activities ensuring consistent standards of service delivery and value for money.
  • Engage contractors and other service providers using standard procurement processes.
  • Maintain comprehensive records/database of contractors ensuring periodic reviews relating to performance and competence are maintained.
  • Manage planning applications with assistance from RICS qualified surveyors, ensuring that responses and objections are processed within the timescales stipulated.
  • Support and guide customer through aids and adaptations process, assisting with Local Authority, Disabled Facilities Grant Applications and feasibility studies.
  • Process payments through SAP system hierarchy.
  • Consult with tenants on Section 20 Agreements, ensuring compliance is met where applicable.
  • Assist in preparation for customer information including newsletters and information leaflets. Obtain customer feedback for performance and satisfaction to encourage customer satisfaction and tenant involvement.
  • To ensure the timely raising of purchase and framework orders in SAP and relevant processes associated within.
  • To ensure that all invoices are correctly processed and accounts are properly managed on activities under your budgetary control.
  • Monitor open invoices in line with Policy and procedure to maintain invoice/credit control .
  • To contribute to regular reports in respect of complaints for senior departmental managers and quarterly reports for the Housing Committee.
  • To take responsibility for ensuring the accuracy of data and recorded information in SAP and other systems.
  • To positively engage in training and development to ensure policy and procedures are maintained and developed, and to ensure consistent standards in service delivery.
  • Provide a range of cross-departmental support functions that assist departmental efficiency and aid relationships with other sections of the department.

To be considered for this role, please give examples of how you meet the criteria below :


Proven Ability Knowledge and Experience:

  • Substantial experience delivering property services within a large organisation, ie housing association, TMO’s local authorities, large charities
  • Experience of Asset Management
  • Knowledge of building construction and preventative maintenance
  • Experience of delivering a customer focused service
  • Experience of providing support to residents/tenants
  • Genuine skills in engagement and communication including negotiation and persuasion.
  • IT Literate with previous knowledge in Microsoft products and SAP Real Estate, Plant Maintenance and Finance platforms
  • Highly numerate
  • Literate with excellent communication skills

Personal Attributes:

  • Ability to work with minimal supervision, whist being organised and self-disciplined.
  • Excellent people skills
  • Flexible and approachable
  • Confident and responsible, making decisions and being accountable
  • Ability to cope with competing deadlines, to prioritise and set targets, working in a structured manner
  • Be self-motivated, have initiative and a record of achieving agreed objectives within time and resource constraints.
  • Adaptable and innovative
  • Ability to relate well to a variety of people and create, maintain and enhance working relationships.
  • Willing to learn new concepts and open to change


  • Good general education with either studies to ‘A’ level standard, an appropriate qualification or equivalent experience



Previous experience in a Charity environment.

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.

*Where applicable depending on post requirements.