Customer Service Administrator - Repairs

Customer Service Administrator (6 month contract role) required by a leading housing association in East London. The person will be the first point of contact for incoming calls and emails to the Customer Services Team dealing with resident enquiries related to housing management, repairs and maintenance enquiries and complaints. Supporting the management team with general customer services and repairs maintenance administrative functions.

This is a 6 MONTH FIXED TERM CONTRACT. This is a fully office based role whilst in probation after which there will be an option for hybrid working – working hours Monday to Friday, 9.00am to 5.00pm – offices located in Stratford. East London.

Salary £28,000 pro rata – this is an urgent role - interviews asap!

Duties:

• Dealing with incoming calls, emails and resolving customer enquiries or signposting residents to access relevant information on  our website and sign up to our self-service portal,  as well as forwarding service request for enquiries that cannot be resolved at first point of contact.
• Recording all customer enquiries and repairs on our customer relationship management system and logging maintenance enquiries with contractors, closing repair work orders once repairs have been completed  and processing invoices.
• Contacting customers for post completion of works to ascertain repairs works have been completed satisfactory and complete customer satisfaction surveys.
• Making appointments for new customers who want to view new and existing properties available to let.
• Supporting the property management team with ad-hoc administration tasks as required

We are looking for…..

• Experience of working in the Private sector housing or local government preferred.
• Excellent customer services and listening skills, keeping calm, empathetic and being professional at all times putting the customer first 
• Excellent IT and keyboard skills
• Excellent written and verbal communication
• Ability to prioritise workload and work to Key Performance Indicators targets.
• Customer focus Can do and Positive attitude.
• Use to working in performance culture environment and working as team player.
• Willingness to undertake relevant ongoing training and development.
• Taking ownership and accountability to resolve customers enquiries
• Trustworthy and credible; an excellent role model
• Highly motivated with strong work standards & ethics and team player
• Confident personality with strong interpersonal skills to liaise with numerous stakeholders and resolve situations effectively, tactfully and with minimal conflict while maintaining positive relationships.
• Ability to make sound judgement in challenging situations.
• A team player who can understand and contribute to wider organisation strategic and operational objectives