Voids 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 Opti-time planning tool
  • 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

 

Key Knowledge

  • IT Literate
  • Maintenance sector
  • Maintenance sector terminology
  • KPIs
  • ROCC

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

Person Specification

Key Experience

  • Call centre environment
  • Maintenance

Other Key Information

  • Excellent Work ethic
  • Treating others with respect
  • All staff has a personal responsibility and accountability to Axis to ensure that their day to day activities adhere to the Sustainability Policy Statement and Plan and minimise the impact upon the environment.
  • It is the responsibility of all staff to ensure that their day to day activities embrace sustainability and reduce the impact upon the environment by minimise waste and maximise recycling; saving energy; minimise water usage and report any electrical faults, water leakage or other environmental concerns to the facilities or line manager.