Service Operations Coordinator

Job summary

The Private Rented Sector (PRS) team is on a mission to raise the bar in England’s private rented market by improving standards, boosting transparency and ensuring an even handed approach to enforcement. At the heart of this is the register your rental property service: a national digital service introduced through the Renters’ Rights Act. designed to collect landlord, property and compliance information. It makes it easier for landlords to meet their legal duties, helps local authorities target enforcement where it matters most, and gives tenants the confidence to make informed choices about where they live.

Do you enjoy solving problems, helping customers and making services better? As a Service Operations Coordinator, you'll play a key role in delivering an excellent experience for users of a new national service that will help improve standards and transparency across England's private rented sector. Working closely with our Help Desk partner, suppliers and colleagues across the organisation, you'll help ensure customer interactions are handled with care, professionalism and a genuine focus on resolution. You'll be someone who enjoys building relationships, supporting others and using customer insight to identify opportunities for improvement, helping us continually enhance the service we provide. No two days will be the same.

You'll coordinate and manage a wide range of customer escalations, from complaints and policy enquiries to information governance requests, payment issues and more complex service matters. Using sound judgement, attention to detail and a commitment to delivering excellent customer outcomes, you'll ensure enquiries are thoroughly assessed, clearly evidenced and directed to the right teams. Through the insights you gather from customer feedback, complaints and contact trends, you'll help shape guidance, processes and service improvements, making a real difference to both our customers and the future of the service.

Job description

As a Service Operations Co-ordinator you'll:

• Provide operational oversight and support to the Help Desk, ensuring incidents, service requests and complaints are managed in line with established processes and service standards.
• Provide day to day operational oversight of service desk activities, identifying emerging issues through operational insight, customer feedback and contact trends.
• Work with the Help Desk and suppliers to deliver consistent, high quality customer service across all contact channels, aligned to service standards, accessibility requirements and user needs.
• Manage and coordinate customer and operational escalations, ensuring they are clearly evidenced, appropriately prioritised and routed to the correct teams for resolution.
• Work with suppliers to monitor operational performance, ensuring accurate categorisation, effective escalation management and adherence to established processes, service levels and quality standards.
• Use customer feedback, complaints, contact trends and operational data to identify opportunities for service improvement and enhance the overall user experience.
• Work closely with product, policy, delivery and enforcement teams to ensure service impacts are understood and changes are effectively communicated and supported, including participation in operational readiness activities, smoke testing and validation of new or changed functionality.
• Maintain and improve operational guidance, knowledge articles and support materials to ensure consistent and accurate support across the service.

Person specification

As a Service Operations Co-Ordinator you'll have:

• Proven experience managing customer enquiries, incidents, complaints or service requests through to resolution, including investigating issues, gathering evidence and coordinating support from specialist teams where required.
• Experience managing complex or sensitive customer complaints, enquiries and operational escalations, ensuring issues are prioritised appropriately, risks are identified and stakeholders are kept informed.
• Experience delivering excellent customer service and building effective working relationships with stakeholders from diverse backgrounds, levels of seniority and varying levels of technical knowledge.
• Experience using customer feedback, operational data, complaints or performance information to identify service improvements and contribute to better customer outcomes.
• Experience managing operational issues across multiple teams, taking ownership of actions, coordinating input from others and ensuring risks, incidents or service issues are resolved or escalated appropriately.
• Sufficient technical appreciation to work effectively with technical teams and suppliers, understand the impact of service issues and contribute to investigation and resolution activities.
• Experience using customer service, case management, service management or reporting tools to investigate issues, analyse trends and support operational decision making, with practical experience of working with ITIL principles.
• Experience supporting service changes, releases or operational readiness activities, including user acceptance testing, smoke testing, knowledge reviews or early life support. Experience working in a contact centre, customer operations, complaints, service desk or customer experience environment.

Benefits

Alongside your salary of £36,169, Ministry of Housing, Communities and Local Government contributes £10,478 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:

Ability , Behaviours , Experience , Technical

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Civil Service Judgement Test

Stage 2: Sift (CV)

Experience

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