MMP Consultancy are working with a fantastic organisation to recruit an Administrator to join them on a temporary basis in South East London.
The post holder will be responsible for dealing with all customer enquiries in relation to our services, focusing primarily on repairs, housing management and income management. Delivering a service to meet the individual needs of all customers and wherever possible resolving enquiries at first point of contact.
Skills/Experience required:
Take responsibility for being the first point of contact for service users and ensure that a high quality of service is delivered at all times.
Establish, develop and maintain effective working relationships with all work colleagues to ensure a 'one team approach' to the delivery of the team's performance standards and the business objectives.
Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries
Take ownership and responsibility for all enquiries presented to the Housing Officer, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions
Ensure that all computerised systems are used effectively to help process customer enquiries and accurately maintaining all records in a timely manner.
Complete Customer Satisfaction Surveys and all outbound activities in line with team objectives.
Ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements.
Support the Manager with the process of collating the Key Performance Indicators
Ensure that information literature is available in the office and at the front counter which are relevant, accurate and in a form that meets the needs of the intended recipient.
Responsible for ensuring all forms of customer database is kept up to date at all times including the equality database.
Responsible for updating the organisations website as well as other associated social media platforms.Skills/Experience required:
Supports resident involvement initiatives
Develop housing management skills and knowledge
Develop repairs and maintenance knowledge
Follow-up action points on voids, anti-social behaviour, illegal lettings, etc.
Provide administrative support for the Manager
Provide administrative support to subcommittees and or board meetings which would require attending evening meetings
Assist HO with identification of vulnerable residents and work on pro-active measures to assist with improving resident satisfaction
Support the estate inspection routine
Support tenancy inspection routines
