|Job Ref:||204755356||Employer:||cv-library.co.uk||Industry:||Construction||Job Type:||Contract||Country:||United Kingdom||County/State:||London||City:||City of London||Address:||Post Code:||WC1A||Salary:||£10.99 - £11/hour||Post Date:||08/10/2016 03:25|
I am currently looking for a repairs administrator to join a housing association in East London.|
Key purpose: To provide a responsive service to customers, raise
works orders and respond to queries, as well as dealing with daily contract administration.
Provide first point of contact for telephone callers and ensure prompt resolution of issues received by phone/fax/email/letter, without the need to refer or escalate cases.
Accurate filing of contract paperwork and ongoing maintenance of files, to include for example time sheets and completion sheets from sub contractors.
Establish customer needs and provide a service in relation to repairs to properties - e.g. take repair requests from tenants, diagnose repairs to include trade and duration, and book appointments.
Work with colleagues, residents, operatives, sub-contractors and other suppliers to ensure targets are met and an excellent service is delivered.
Use and update the Osborne IT and other systems, inputting and extracting information and ensuring protocol is followed
Notify Line Manager of irregularities.
Finance- ensuring financial data is added to the IT system, including budget and job codes.
Assess and make appropriate referrals on matters/issues outside own parameters.
Resolving complaints by taking details and investigating and resolving them following the complaints procedure.
Any other duties as required.
Ensure requirements of Health and Safety legislation are followed and undertake
Health and Safety training as required.
35 hours per week of which the core hours to be covered by the customer service posts are 8.30am - 5.00pm Monday to Friday (please note these are subject to review and may be extended to cover 8.30am - 6.30pm Monday to Friday)
Key skills and experience
Good/accurate numerate and literacy skills
RSA II Word processing/ typing or equivalent
Experience in an inbound call centre, providing customer focused solutions to enquiries
Experience of working in a customer service environment
Experience of dealing with a high volume of telephone enquiries on a daily basis
Experience in a Housing environment
Experience in a repairs & maintenance environment
Makes decisions based on set standards and procedures
Ability to type to 30 wpm
Positively reflects high quality performance standards of the organisation
Thrives from targets being set
Consistently maintains high level of performance.
Communicates in a clear, concise and constructive manner based on own knowledge and experience, meeting the needs of the caller effectively and efficiently, remaining calm and in control.
Resilient in difficult or stressful situations
Able to empathise with customers
Able to produce clear and concise correspondence.
Accurate IT skills (Microsoft Word)