ABOUT US:

The Royal Borough of Windsor and Maidenhead (RBWM) is set in the wider county of Berkshire, one of the most economically productive and innovative areas of the country. The borough council – a unitary authority - takes pride in its exceptional team of dedicated professionals who are passionate about providing quality services to the community. RBWM is a unique borough, with huge opportunity given its proximity to London and expanding business sectors, as well as being a major cultural and tourism area which includes international attractions such as Windsor Castle, Legoland and Ascot Racecourse.
Given our Royal connections, the eyes of the world are often on us and we continue to rise to the challenge.
This is an excellent opportunity for an organised Property Services Helpdesk Officer to join our Property Services Team.

WHAT WE ARE LOOKING FOR:

We are looking for someone who is highly organised, proactive, and customer focused. You will have experience in:

• Property maintenance, compliance, or coordination of repairs.
• Strong communication skills, able to handle queries and complaints, liaise with contractors.
• Good problem-solving skills: able to assess whether an issue is urgent and take appropriate action.
• Practical use of IT systems to log/track maintenance requests, such as Civica and Excel, together with other database systems.
• Flexible and adaptable approach with the ability to manage multiple priorities, able to work to deadlines.

THE ROLE:

Reporting to the Head of Compliance & Operations, this role is at the heart of our Property Services team, ensuring the smooth handling of maintenance requests, contractor coordination, and compliance monitoring. You’ll act as the single point of contact for maintenance-related enquiries, ensuring that requests are handled efficiently and resolved on time.
While the focus of this role is Property Services, you’ll also provide support to Neighbourhood Services (Waste, Highways, Grounds, etc.), ensuring service requests are directed to the right teams.

YOUR ROLE WILL INVOLVE:

• Handling property maintenance requests, logging and prioritising jobs in TF/Civica, and ensuring contractors are assigned promptly.
• Liaising with contractors to ensure timely and high-quality service delivery for maintenance, repairs, and compliance checks.
• Monitoring inboxes and responding to queries, ensuring both Property and Neighbourhood Services-related enquiries are directed and actioned correctly.
• Following up on contractor performance, ensuring jobs are completed within agreed timeframes and escalating unresolved issues.
• Providing excellent customer service, troubleshooting minor issues over the phone, and ensuring complaints are managed from start to finish.
• Supporting financial administration, including invoice tracking and approvals for maintenance works.