Job Description
HOMES FOR HARINGEY JOB DESCRIPTION
Title: Administrator
Grade: Scale 4
Reports to: Planning & Administration Manager
Responsible for: N/A
Purpose of the Role:
To work as part of a team in a busy environment assisting the operational teams to carry out administrative tasks and some scheduling. You will need to be consistent in delivering a quality planning and administration service to our residents, leaseholders, contractors, and other stakeholders.
As an Administrator your main role will be to support the delivery of front line services, communicating effectively with internal and external customers, and managing the back office administration processes.
Duties and responsibilities Provide excellent customer service and experiences to all customers and stakeholders to maximise customer satisfaction.
- Order supplies and materials for operatives and the wider team to ensure that where possible, tasks are completed right first time and service continuity is maintained.
- Monitor and process forms and information provided by operatives or Supervisors/ Managers in the course of your duties.
- To maintain accurate records regarding leave, sickness absence, and training for staff, recording details in our IT systems.
- Ensure that periodic compliance and maintenance checks to plant or vehicles are carried out, and escalate to Supervisor/ Manager in good time where targets are in jeopardy.
- Develop and maintain relationships with internal and external stakeholders to support our residents.
- Raise, cancel and update works orders to ensure the smooth running of the service and address any escalated issues in line with procedures.
- Lead and promote a positive health and safety culture in accordance with company policy and procedures. Ensuring that operatives are equipped with the appropriate information for their work at all times to maintain health and safety at work.
- Work closely with other areas of Property Services, Homes for Haringey and subcontractors to coordinate, respond to and resolve complex repairs and customer complaints.
- To always operate professionally both as an individual and as a team member for the benefit of the customer, contributing ideas, suggestions and feedback to managers, ensuring quality standards is maintained.
- To use agreed procedures to receive, assess and action customer requests in an efficient and effective manner.
- Answer and process all telephone calls accurately, politely and courteously within specified targets and standards, ensuring that messages are appropriately communicated, and accurate descriptions of the works required is obtained and entered into the appropriate IT systems.
- Carry out administration tasks using the performance dashboards and workflow systems to ensure that a responsive and effective repairs service is provided to high quality standards, all response times and KPIs are met, all service failures are managed in a timely and professional manner and all processes, procedures and service levels are adhered to.
- Responsible for data entry using a range of IT applications including repairs and asset management software to ensure all customer transactions are recorded in an accurate and timely manner.
- Updating of systems/records in real time to ensure that information/data is kept up to date and accurate.
- Conduct telephone and other satisfaction surveys, providing appropriate reports to managers as requested.
- Communicate internally and externally through letters, emails, and other forms of electronic communication. Attending meetings to take minutes and notes where required.
- Responsible for the day-to-day management and responses to all associated mailboxes including the HRS dedicated touch points, dealing with feedback and queries from customers and other departments.
- Be responsible for reporting and logging all IT and telephony issues to the IT department, assisting operatives in the use of their mobile devices and escalating on-going problems to the relevant manager.
- To maintain stationery and equipment stocks and distribution of new stocks, maintaining up to date records.
- Promote and represent Homes for Haringey at all levels throughout the organisation and to external bodies.
- To work at or from any specified location
- To deputise in the absence of Planners.
- Undertake any other duties consistent with the objectives of the post and work within the overall scope of the repairs team’s requirements, based on service demand and staffing requirements.
Person Specification – Administrator
Knowledge and Experience
- Experience of working with the general public or customer facing role
- Experience of administration including the use of IT systems
- Experience of using MS office applications
- Experience in working in a customer contact centre environment
- Experience of working within a maintenance department
Qualifications/communication
- A good standard of education with a GCSE (or equivalent) English and Mathematics at level C or ability to demonstrate suitable work experience necessary for delivering the role
- Good verbal and
communication skills.
- Good numeracy and literary skills
- Ability to write clear letters, notes and emails.
- Ability to speak a community language
Organisational Skills
- Effective time management
- Ability to prioritise workload and deal with conflicting demands to meet deadlines
- Ability to problem solve and work under pressure
- Ability to work as part of a team and use own initiative
Other requirements
- Flexibility to work outside normal operating hours.
- A desire and willingness to address the complex needs of customers.
- Commitment of high standard of service delivery
Job Types: Full-time, Temporary contract
Contract length: 6 months
Salary: £15.17 per hour
Benefits:
Schedule:
- Flexitime
- Monday to Friday
Work Location: In person
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About Omega Social Care Employment
Revenue: Unknown / Non-Applicable
Size: Unknown
Type: Company - Public