Office AdministratorBack to Latest News and Projects

Overall Purpose
Working as part of a team in a call centre environment assisting the operational team to deliver a quality
service to all clients including Housing Associations and Local Authorities and their residents.

Key Tasks / Activities/ Responsibilities
Providing customer service to residents and customers
Arranging appointments for residents with trades people in a cost effective and organised manner
Dealing with queries from residents, changing appointments
Rescheduling appointments using our planning tools
Logging current jobs onto our job management system/database
Working with Supervisors and trades people to organise and schedule work
Updating and changing information as the job changes
Ordering equipment needed for the job
The key person communicating between the resident and maintenance worker
Keeping all activity logged and up-to-date in an accurate manner
Liaising with staff at customer sites keeping them up-to-date with progress information
Follow the company’s policies and procedures at all times
Cooperate with colleagues from other departments in a timely manner if and when necessary
Provide information to your line manager in a timely manner when requested to do so
Follow and support policies, procedures, initiatives and work instructions related to sustainability
improvement and environmental compliance

Person Specification

Key Knowledge
IT Literate
Customer Service
Maintenance sector terminology

Key Skills
Excellent Telephone Manner
Customer Service focused
Excellent Communication skills
Ability to identify problems
Ability to identify customers’ needs
Willing to go the extra mile to deal with a difficult situation
Ability to prioritise issues
Ability to meet tight deadlines
Ability to work under pressure
Attention to detail
Team player

Key Experience
Call centre environment
Knowledge of the maintenance sector

Other Key Information
Excellent Work ethic
Treating others with respect