Support Coordinator
This is a key role in our support team. You will work with the wider business to ensure we consistently deliver a high standard of performance and achieve customer satisfaction.
We usually respond within a week
About the Role
Are you detail-oriented, analytical, and an Excel expert with a passion for problem-solving? We’re looking for a dynamic Support Co-ordinator to join our high-performing business support team.
In this key role, you’ll provide critical day-to-day support across systems, users, and internal projects, helping to ensure everything runs smoothly and efficiently. You’ll be interacting with stakeholders across the business—technical and non-technical—so strong communication and the ability to adapt your approach is essential.
This position requires someone who’s proactive, organised, and confident in managing a varied workload in a fast-paced environment. You’ll need to be as comfortable analysing data as you are coaching your teammates and supporting larger projects.
What You'll Be Doing
📊 System & User Support
- Generate and distribute data insights and performance reports using Qube and Dwellant.
- Analyse recurring issues to improve system usage and support efficiency.
- Maintain and enhance internal knowledge base documentation.
- Monitor system data for accuracy and integrity; perform regular data checks.
- Respond promptly to technical queries and issues, escalating when necessary.
- Ensure exceptional internal customer service with timely and effective communication.
🛠 Projects & Process Improvement
- Participate in (and occasionally lead) internal system and process improvement projects.
- Support software rollouts, upgrades, and business transformation initiatives.
- Maintain thorough and accurate records of tasks, updates, and project progress.
- Balance daily responsibilities with longer-term project goals.
🤝 People & Team Collaboration
- Share expertise with the team through coaching and mentoring.
- Encourage collaborative learning and knowledge sharing.
- Contribute to a positive and productive team culture, helping others grow and succeed.
What You’ll Bring
Experience
- 2+ years in a systems support or helpdesk environment.
- Experience mentoring or guiding team members.
- Advanced Excel proficiency (essential).
- Experience with Qube or Dwellant (desirable).
- Property or service industry background (advantageous).
Skills
- Ability to learn new software and systems quickly.
- Strong communication and interpersonal skills.
- Excellent planning and organisational abilities.
- Methodical approach to troubleshooting and problem-solving.
- Comfortable working independently and as part of a team.
Personal Qualities
- Meticulous attention to detail.
- Analytical thinker who enjoys solving complex problems.
- Self-motivated and proactive.
- Adaptable, positive, and professional.
- Strong sense of integrity and accountability.
Why Join Us?
We’re a forward-thinking organisation where support functions are seen as enablers of success—not back-office admin. You’ll be given the space to grow, contribute ideas, and work on projects that matter. This is more than a support role—it’s a genuine opportunity to make a lasting impact.
Please note Encore operate a hybrid working model and this role requires you to be in the office 3 days per week. (We do not have parking on-site)
The salary for this role is £30,000 p.a.
- Department
- Support
- Role
- Support Co-ordinator
- Locations
- Cambridge
- Remote status
- Hybrid
- Yearly salary
- 30,000
- Employment type
- Full-time

About Encore
As property professionals, we created Encore in 2004 following our own experience of receiving poor management and the difficulty of finding a managing agent with the right aptitude and attitude. We chose the name Encore because it symbolises a great performance - which is what we strive to deliver. From the beginning we've adopted the philosophy of ‘taking care of your property as though we live there'.
Residential management is a people business. Professional, experienced and friendly, our people make the difference. Our people bring our values to life every day and help make places better. Quite simply, we have the right people, expertise, systems, scale and culture to be the perfect next home for you.
Support Coordinator
This is a key role in our support team. You will work with the wider business to ensure we consistently deliver a high standard of performance and achieve customer satisfaction.
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