Admin Support Officer - Repairs

Role: Admin Support Officer
Locations: Ealing Gateway, Westminster Bridge Road and Pitsea, Essex
Training: Initial 2 weeks in the office at Pitsea, Essex
Schedule: Hybrid – 2 days per week in office at any of the above locations, remaining days at home
Working hours: Total 7 hrs/day between 8am and 5pm (flexible)

About Us
We are dedicated to providing high-quality repairs, maintenance, and property services to our valued customers. We believe in fostering a collaborative and supportive environment where every team member plays a crucial role in our success.

Role Purpose:
As a Support Officer within our newly formed Repairs Team, you will be integral to delivering repairs, maintenance, and property support services. Reporting to the Senior Support Officer, you will provide essential administrative support to the operational teams managing day-to-day repairs, major repairs, disrepair, voids/empty homes, professional services, and planned preventative maintenance. You will work closely with colleagues, stakeholders, and customers to drive improvements and offer first-class service.

Key Responsibilities:
- Act as a customer-facing member of the team, supporting our customers and operational teams.
- Ensure excellent customer service and stakeholder satisfaction.
- Advise and support customers in resolving queries and issues, managing expectations and identifying proactive resolutions.
- Provide administrative support, including scheduling appointments.
- Handle routine enquiries from external agencies, internal customers, and stakeholders professionally and within set timeframes.
- Support the Customer Experience Team in investigating, managing, and responding to customer complaints.
- Manage service requests via telephone, computer, and other communication means.
- Assist in preparing project programmes and tracking projects using Microsoft Project and Excel.
- Regularly communicate with customers, keeping them updated on progress.
- Monitor the progress of works, liaise with the supply chain, and ensure timely completion of works.
- Collaborate with other departments to deliver seamless services and meet key performance indicators.
- Coordinate repair work programmes and improvements with internal and external stakeholders.
- Maintain databases, spreadsheets, and systems as required.
- Arrange meetings and training seminars, including preparation and minute-taking.
- Ensure effective filing and recording systems are in place.
- Promote good office and IT housekeeping practices.
- Prepare reports using Microsoft and other databases.
- Ensure timely processing and accurate recording of invoices.
- Undertake any other reasonable duties as required by the Heads of Service or their nominees, including working outside normal hours if necessary.

Success Metrics:
- Improved customer satisfaction across the service.
- High stakeholder satisfaction with provided services.
- Enhanced efficiency in service delivery.
- Excellent stakeholder engagement.
- Reduction in complaint and escalated case volumes.

About You

You are:
- Accountable, responsible, and motivated to do the right thing.
- A problem solver who can work independently under pressure, with a strong team collaboration approach.
- A customer service champion with a passion for delivering excellent service.

You have:
- The ability to work independently with good initiative and judgement.
- Excellent written and verbal communication skills.
- Proven time management and prioritisation skills.
- Experience in delivering excellent customer care and valuing diversity.
- Attention to detail and the ability to handle multiple tasks simultaneously.
- The ability to work under pressure and meet deadlines and targets.
- Experience in a role requiring strong admin skills, including proficiency in keyboard, telephone, IT, and database use.
- Experience in raising, monitoring, and recording work orders through a housing/repair management system.
- Experience in coordinating and following up on work programmes.
- Experience in investigating and reporting on various data sources.
- Experience in dealing with a wide range of people, including clients, staff, contractors, and external agencies.
- High proficiency in Microsoft Excel and other IT skills.
- Experience in diary management and appointment scheduling.
- Knowledge and understanding of an administrative service and problem-solving in the absence of key staff.

How to Apply:
If you are passionate about delivering high-quality service and meet the above criteria, we would love to hear from you. Please submit your CV detailing your relevant experience and why you are a great fit for this role.

Apply today!

We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.