Housing Administrator

Job Opportunity: Repairs Administrator (Temporary)

Position: Repairs Administrator
Contract: Temporary, 3 Month contract
Possibility of Extension: Yes, based on performance
Pay Rate: 15.18 per hour (PAYE)
Working Hours: 37.5 hours per week, Monday to Friday, 08:45 - 17:00
Location: SM1 4LE

Job Purpose:

The position is for an experienced Customer Experience Specialist and consists of answering two busy call queues, (Customer Care and Repairs) and involves triaging Housing Management enquiries, repairs calls and logging the repair, managing busy email inboxes and undertaking admin tasks.

Key Responsibilities:

• The day-to-day delivery of core housing repairs service. This includes technical support providing full administrative duties to run operationally the voids, planned maintenance and reactive repairs sections.
• Allocate work effectively in line with the volume and time required to complete jobs to ensure that trade operatives and subcontractors achieve performance levels.
• Analyse customer satisfaction rates and make recommendations to ensure that Targets are achieved.
• Liaise closely with the housing management team to address repair enquiries and provide advice to resolve repair queries/problems.

Qualifications and Experience:

• Experience in delivering high-quality customer service across multiple channels; Phone, E-mail, chat, social media etc
• Excellent listening skills, analysis of customer needs and applying appropriate resolution
• Good written and oral communications
• A proactive approach to responding to customer needs and expectations
• Be able to work as an individual and as a member of a team
• Have excellent organisational skills with the ability to prioritise workloads to meet customer's needs.
• Empathetic
• Use of NEC (Northgate) or equivalent
• Outcome focused

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