Dot Dot Dot is an award-winning social enterprise and a different kind of property guardian company. We house property guardians, who do great volunteering, in properties that would otherwise be empty, which benefits residents, property owners and the wider community.
Dot Dot Dot prides itself on great relationships: relationships with clients and with guardians. We recognise that positive relationships are essential to the growth of the company and aim to have high customer satisfaction. We have the objective of doing a great job in every building we are asked to manage and by so doing achieve our mission and achieve positive impact in every community where we work.
Relationship Coordinator
Full time
London
This role is essential in delivering our core services to clients, guardians and communities, by setting up new guardians and new properties, and taking care of them throughout their lifecycle. You will take direct responsibility for these elements by meeting guardians, liaising with clients, and visiting properties, to ensure that the details of delivery are carefully planned and executed. Relationship Coordinators will directly deliver some elements of our service, but will also draw on a range of colleagues at Dot Dot Dot, ensuring that team members are allocated clear tasks and that their work is tracked and monitored appropriately.
This role will strongly contribute to Dot Dot Dot’s service delivery in three ways:
- Day-to-day management of a portfolio of clusters (properties) and their guardians
- Ensuring that all work is completed and tracked in line with Dot Dot Dot processes
- Coordinating and monitoring the work of colleagues and contractors as required
Key responsibilities
- Prepare properties to receive guardians in line with Dot Dot Dot processes and with client agreements, seeking internal supervision/advice as needed and coordinating occasional staff and external contractors to carry out all necessary tasks
- Ensure that new guardians are appropriately placed into available spaces and that their move-in and probationary periods are supported and monitored in line with Dot Dot Dot standards
- Provide ongoing management and care of properties, ensuring that repairs, defects and concerns are dealt with promptly and in line with both safety/procedural standards and with the agreement between Dot Dot Dot and the property owner
- Check that guardians are carrying out appropriate volunteering, using support, advice or internal escalation to manage any shortfalls
- Act as the operational point of contact for clients and guardians, liaising professionally and courteously with all customers and responding with good judgement to queries and concerns
- Coordinate or assist with viewings and other activities to fill voids
- Coordinate or assist with events, partnerships and other activities to promote volunteering and/or community engagement in Dot Dot Dot properties and clusters
- Coordinate or carry out property inspections to check both the condition of properties and the safety and good conduct of guardians
- Liaise sensitively with guardians to tackle poor conduct, breaches of licence or concerns around vulnerability, using good judgement and/or seeking management advice to resolve problems in an effective and positive manner
- Manage costs and revenues across the lifetime of a property by ensuring that contractors and occasional staff are used effectively and that costs such as Council Tax and utilities are properly allocated and monitored.
- Prepare properties for handing back to clients, including giving notice to guardians and supporting their orderly departure, coordinating necessary works, and liaising with clients to ensure a smooth handover
- Assist colleagues to assess the overall costs and revenues associated with properties, using up-to-date operational knowledge to inform decisions
Person specification – Skills and experience
- Experience of working in a fast-paced team environment. Prior experience of casework or account-management may be helpful
- Excellent communication skills including ability to work face-to-face and on the phone with diverse audiences (Essential)
- Computer literate, with experience of MS Office and of cloud applications such as Google/Dropbox. Postholder will receive support and training on use of Salesforce, but some experience of CRM systems is desirable
- Good analytic and reading skills, able to read reports and quickly identify important information (Essential)
- Good numeracy and basic understanding of data, able to interpret costs, revenue and other numbers meaningfully, and capable of using spreadsheets and other tools to examine business information (Essential)
- Experience of organising contractors, suppliers or external partners to deliver work to tight deadlines (Desirable)
- Experience of the housing, facilities or property sector may be an advantage (Desirable)
Person specification – Attributes and personal qualities
- Pro-active problem solver, able to take ownership and drive tasks to completion, seeking support where needed
- A great communicator and team player, passionate about working with others to get things done
- Self-confident and practical, ready to make decisions and use judgement in a wide variety of contexts, places and situations
- Good attention to detail with an ability to follow detailed processes
- Interested in community, placemaking or in making a social impact
Job purpose:
Directly coordinate or carry out all activities required to deliver our guardianship service. Work with colleagues, partners and suppliers to receive, setup, occupy and manage allocated properties in line with standards and targets. Oversee guardian activity in allocated properties, offering monitoring/support of volunteering and conduct issues.
Responsible for:
Coordination and supervision of some team members in their operational roles. This will include permanent team members based at the Dot Dot Dot office, and a range of occasional and remote team members.
Responsible to:
Services Lead or Relationship Manager
Working pattern:
37.5 hour working week. Working pattern will be within the standard Dot Dot Dot office hours Monday to Friday – these are 0800 to 1800 in our office in Stratford, East London
Salary:
From £24k, depending on experience and skills
Special Requirements:
Very occasional extended hours where operational emergencies arise. Optional networking/community events may take place at evenings or weekends.
How to apply
To apply, please complete and download this application form.
Each of these positions is a full time, permanent post, but we are open to applicants with short term availability seeking an interim or short term position. Please indicate this on your application.
Applicants can be considered for more than one position based on a single application. Please review the organogram to see how the roles relate to one another. Please list the relevant positions on your application, and we will be happy to discuss the most appropriate match either before or as part of the selection process.
Please send your completed application form and CV (or Linkedin profile link) to recruitment@dotdotdotproperty.com
TransparencySocial InnovationDevelopment Dot Dot Dot seeks Relationship Coordinator Dot Dot Dot prides itself on great relationships: relationships with clients and with guardians. English Dot Dot Dot Property https://dotdotdotproperty.com
For-profit Job (Full-Time) CommunicationsCommunity Management 1509055200 London, UK The View Tube, Marshgate Lane, Stratford London E15 2PJ LondonSocial InnovationSocial WorkVolunteering recruitment@dotdotdotproperty.com 1509141600 Default Image 1 
Premium Relationship Koordinator (m/w) London, Großbritannien