Housing Business Support Officer

5 Month Contract With A Local Authority

Job Purpose

We are seeking an experienced Business Support Officer (BSO) with strong scheduling and planning experience to support the delivery of responsive and planned repairs for a Tier 1 contractor. This role is critical in ensuring that jobs are scheduled efficiently, operatives are deployed effectively, and customers receive a timely, high-quality service.

You’ll be working in a busy operational environment, supporting day-to-day administrative and scheduling functions, coordinating repairs appointments, and maintaining accurate records using housing and repairs management systems. This role suits someone with a background in property services, social housing, or contractor-based maintenance environments.

Key Responsibilities

• Schedule and allocate repairs and maintenance appointments to operatives using in-house systems and ensure optimal route planning.
  

• Monitor operative diaries and job progress throughout the day to ensure appointments are met and updates are actioned.
  

• Handle inbound and outbound calls/emails from tenants, operatives, subcontractors, and client teams, providing excellent customer service.
  

• Use housing and contractor systems (e.g., DRS, OptiTime, Impact Response, Oneserve, Northgate, or similar) to log, monitor, and update job statuses.
  

• Liaise with supervisors, trade operatives, and subcontractors to ensure works are completed on time and to standard.
  

• Reschedule missed appointments or reallocate jobs due to emergencies, absences, or delays.
  

• Raise, update, and close works orders and ensure correct job coding and priority levels are applied.
  

• Maintain accurate and up-to-date records for compliance, audit, and reporting purposes.
  

• Support the wider business support and operations team with admin tasks such as reporting, invoicing queries, stock/materials tracking, and client updates.
  

• Contribute to continuous service improvement by identifying process efficiencies and assisting with internal performance monitoring.
  

Requirements

• Proven experience in a similar repairs scheduling or planning role within a contractor, housing provider, or property maintenance environment.
  

• Strong working knowledge of scheduling software (e.g., DRS, OptiTime, Kirona, Impact Response) and housing management systems.
  

• Experience coordinating repairs for multi-trade teams (responsive, voids, planned maintenance).
  

• Understanding of priority codes, SOR (Schedule of Rates) codes, and repair diagnostics.
  

• Experience in a customer-facing administrative role dealing with high call volumes and complex queries.
  

• Excellent organisational and multitasking abilities, able to manage competing priorities in a fast-paced environment.
  

• High level of accuracy and attention to detail in data entry and record-keeping.
  

• Strong IT skills including Microsoft Office (Excel, Outlook, Word).
  

• Clear and professional communication skills, both written and verbal.
  

• Ability to work as part of a team and under own initiative.
  

• Resilient and calm under pressure, particularly when dealing with urgent or escalated issues.
  

• Commitment to delivering excellent service to both internal and external stakeholders.