Title: Repairs & Maintenance Administrator
Type: Temporary (2-3 months initially)
Hours: Full Time (Monday Friday)
Starting Salary: £14.34 per hour
Details:
- 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.