Repairs and Maintenance Administrator

REPAIRS AND MAINTENANCE ADMINISTRATOR

RESPONSIBILITIES
* Provide a front-line response to our customers to meet the objectives of a truly brilliant customer experience. The post holder will be responsible for coordinating the internal phone system, answering and directing calls as required.
* Provide general administrative support to all functions.
* Accurately record all complaints to meet the Scottish Public Services Ombudsman (SPSO) and regulatory compliance framework. Handle complaints promptly and seek to resolve with the aim of front-line resolution on complaints received. Ensure complex complaints are allocated to the nominated complaint handlers.
* Assist colleagues with the gathering of performance data, statistics and profiling reports as required.
* Develop an understanding of other functions to ensure you are aware of any initiatives that might benefit customers.

MAIN ACTIVITIES
* Provide a front-line response to the customers to meet the objectives of a truly brilliant customer experience. The post holder will be responsible for coordinating the internal phone system, answering and directing calls as required.
* Provide information to customers and be able to respond as the first point of contact to routine enquiries as required.
* Provide customers with accurate information.
* Ensure tenants with multiple queries are triaged through to other functions providing as much information as possible to colleagues, to ensure excellent customer service.
* Accurately record all complaints to meet the Scottish Public Services Ombudsman (SPSO) and regulatory compliance framework. Handle complaints promptly and seek to resolve with the aim of front-line resolution on complaints received. Ensure complex complaints are allocated to the nominated complaint handlers.
* Respond to routine enquiries and complaints from customers, or other customer representatives as required. Where possible, complaints to be closed at point of contact.
* Ensure the complaints are logged accurately on the complaints system.
* Ensure all complaints are allocated to the relevant departments, where they cannot be completed by the first response.
ESSENTIAL SKILLS
* Able to work with minimal supervision and make decisions on routine issues appropriate to the level of the post.
* Review work to ensure accuracy to a high standard.
* Able to work in partnership with peers and colleagues as part of an effective and efficient team.
* Possess a high standard of literacy and numeracy.
* Demonstrate excellent communication and interpersonal skills - with the ability to adapt communication, both written and verbal dependent on purpose and needs of the audience.
* Demonstrate a professional approach and model behaviour to ensure customers and colleagues are valued and their needs are responded to appropriately.
* Ability to use and input data accurately to information systems and generate reports.

ESSENTIAL EXPERIENCE
* Work or have experience of front-line telephone responses to customers.
* Work or have experience of administration and working in a customer-focused environment.
* Experience of dealing with challenging situations with resilience, flexibility, and confidence in an appropriate manner.
* High standard of computer literacy in Microsoft Word, Excel, and Outlook.

DESIRABLE
* Understand the challenges facing the housing sector.
* Competent in using Housing Management software.
* Practical knowledge of relevant best practice for the delivery of excellent customer services.
* Understand general Health and Safety requirements relevant to an office environment.

Please note: If you are not currently a citizen of the UK you're application will not be considered.