Admin Support Officer

Description:

Joshua Robert is working with a well-known Housing Association UK based, on a number of roles up and down the country.

They are looking for an experienced Admin Support Officer to join their team on a temporary basis (3 months)
 
Location: Essex

Key results: 
The wider Repairs Team is responsible for the delivery of all property services across the service, including:  

Day-to-day responsive and major repairs 
Disrepair; damp, mould & condensation; EHO and escalated cases 
Empty Homes / Voids  
Aids & adaptions 
Planned Preventative Maintenance and proactive case management 
Service delivery for repairs managed through the DPS Marketplace 
Planning for the in-house DLO 
Professional property related services  As a Support Officer, you will:  

Be a customer facing member of the team, supporting our customers and operational teams in the delivery of property services; 
Ensure the provision of excellent customer service and experience to all stakeholders to maximise customer satisfaction; 
Advise and support our customers in resolving their queries and issues, ensuring that their expectations are managed and proactive resolutions are identified; 
Provide relevant support to the various teams within the service, including scheduling appointments etc.; 
Deal with routine enquires from external agencies, internal customers and stakeholders in a professional manner within pre-agreed departmental and company timeframes; 
Support the Customer Experience Team in the investigation, management and response to complaints from customers; 
Manage enquires and requests for service via the telephone, computer and all other means of communication that come from internal and external customers; 
Support the teams with preparing project programmes using Microsoft Project, Microsoft Excel to track projects from inception to the end of the Defects Liability period. This shall include management of the supply chain and programme to ensure continuous work flow; 
Ensure our customers are regularly and clearly communicated with, kept up to date on progress and their expectations managed; 
Monitoring progress of works with special emphasis on works in progress liaising with the supply chain to ensure works are completed in target, raising works orders for the supply chain, monitor outcomes and completion targets; 
Work in collaboration with other departments to ensure that a seamless service is delivered to Clients and that key performance indicators are met; 
Liaise with both internal and external stakeholders, to coordinate programmes of repair work and improvements; 
Set up and maintain any databases, spreadsheets and systems as required; 
Arrange meetings and training seminars, confirming dates, venues and attendance as necessary, preparing meeting rooms and organising any required equipment, collating papers for distribution, ordering and / or providing refreshments, and taking minutes when requested; 
Ensure suitable filing and recording systems are in place, and that information is accessible for all; 
Promote good office and IT ‘housekeeping’ throughout the department; 
To prepare reports using Microsoft and other databases as well as written text.; 
Ensure that invoices are processed in an efficient and timely manner and that accurate recording of such payments takes place; 
Undertake any other reasonable duties as required by the Heads of Service or their nominees, which may include working outside normal working hours;   
Success metrics: 

Improved customer satisfaction across the service 
High levels of satisfaction across stakeholders for services provided 
Improved efficiency in the delivery of services  
Excellent stakeholder engagement 
Reduction in complaint and escalated case volumes   
About you: 
 
You will be: 

Accountable, responsible and motivated to do the right thing;  
A problem solver, able to work independently at pace and under pressure, but with a strong approach to teamwork and collaboration; 
A customer service champion with the passion and drive for excellent customer service   
You will have: 

Ability to work independently, exercising good initiative and judgement; 
Excellent written and verbal communication skills; 
Proven time management and prioritisation skills; 
Proven experience and ability to deliver excellent customer care and valuing diversity; 
Proven attention to detail and ability to work on a variety of tasks simultaneously; 
Ability to work under pressure and meet deadlines and targets; 
Demonstrable experience in a role which has required good admin skills, including keyboard, telephone, IT and experience of working with databases; 
Experience of raising, monitoring and recording work orders though a relevant housing / repair management system; 
Experience in coordinating and following up on work programme; 
Experience in investigating and reporting on numerous sources of data; 
Experience in dealing with a wide range of people including clients, staff, contractors and external agencies; 
Experienced IT skills which must include a high proficiency in Microsoft Excel; 
Experience in diary management and appointment scheduling; 
Knowledge and understanding of an administration service and problem solving in the absence of key staff. More Information: The role is hybrid – 2 weeks in the office for training at Pitsea, Essex and then 2 days per week in a Peabody office and the rest at home.         Working hours – 7 hours between 8am and 5pm (we are flexible) and after training at Pitsea, it can be 2 days at any Peabody office from this list: Ealing Gateway
Westminster Bridge Road
Pitsea, Essex