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Business Support Officer

3 months ago

Birmingham, Birmingham, United Kingdom Citizen Full time

Basis:
Full time

Work pattern:
Monday to Friday, 37 hours per week

Type:
Permanent

We are brave, we are ambitious, we are honest, and we are Citizen
Our new build development team delivers over 550 handovers of new properties within the Midlands area every year.

As a Business Support Officer, you will be responsible for administration tasks across the team - covering pre-contract, post-contract, Signature new homes (our for profit subsidiary) and regeneration.

Working on administration tasks before and after handover your role is challenging and varied.

In housing you can make a real difference, the role of Business Support Officer - Customer Care will involve:

  • Providing administrative support to development directorate to ensure high standards of performance and customer satisfaction.
  • Providing business support and administrative services within directorate, this will include the scheduling and minuting of meetings, responding to telephone enquiries and carry out filing, photocopying, scanning, processing invoices and payments and other clerical duties as required.
  • Providing support with defects raised following the defect management process, to work with the team to adapt and grow this process to achieve job purpose.
  • Keeping CRM up to date with all customer contact and liaising with project managers regarding scheme defects and end of defects.
  • Providing reporting on defects raised and completed in line with targets to enable appropriate contract management actions to be escalated where appropriate.
  • Monitoring the raising and completion of defects through defect reporting, liaising with customers to establish if the defect has been completed.
  • Working with project management team with the preparation of handover documentation and organising defect inspection visits, including customer correspondence.
  • Liaising with contractors to chase outstanding defects reported and inputting completion date into ActiveH, including end of defects.
  • Supporting Project management team with processing tasks, QRs and complaints relating to defects.
  • Working flexibly with other Business Support Officers within the Directorate, sharing workload where appropriate. In addition, to work with flexibility across the whole department if business needs demand.
  • Ensuring contractors contact details and correct and contractors are live through out the defects period
  • Staying updated on developments both up and coming and existing
  • Supporting the team with data input into current project management software (e.g. Sequel).
  • Undertaking any other reasonable duties commensurate with the post.
  • Work to be undertaken in line with the organisations policies and procedures, including Health & Safety, Customer Involvement, Equality and Diversity and Safeguarding.
  • Undertaking any other duties commensurate with this post as reasonably requested by Head of Development Services.

As Business Support Officer - Customer Care, we need you to have:

  • Good Standard of education to GCSE or equivalent level, including Maths and English is essential.
  • Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and outlook)
  • Proven experience in providing a highlevel customer focussed service to both internal and external customers.
  • Housing Association experience
  • Previous experience working within a customer care department.
  • Previous experience within construction or the housing industry is desirable.
  • Experience of dealing with complaints
  • Knowledge of NHBC tolerances is desirable.
  • Previous experience in processing complaints from homeowners is desirable.
  • Knowledge of Defect management
  • A working knowledge of the CRM system is essential.
  • Housing Association experience
  • Development experience is desirable.
  • Good working knowledge of Microsoft Outlook / Word / Excel / PowerPoint / Publisher
  • High levels of verbal and written communication skills
  • Effective team working skills.
  • Customer care skills
  • Good organisational skills
  • Ability to deal with a variety of clerical tasks within standard procedures.
  • Ability to prioritise workload and manage time effectively.

We would be _really_
excited if you have:

  • Knowledge of Defect management
  • Knowledge of NHBC tolerances
  • Development experience
  • Good working knowledge of project management system (Sequel)
  • High levels of accuracy in minute taking

Our people are everything and we offer:

  • Opportunities for salary progression, which is directly linked to performance reviews
  • IT equipment to allow some optional home working
- 'Live work better' scheme which actively encourages work-life balance

  • Annual leave starts at 25 days per year, increasing with length of service
  • Enhanced family leave


 Company Pension
  • Citizen match up to 10%
  • If part of the pension scheme you are entitled to Life cover (three times your annual salary)
  • Organisational Sick Pay (benefit increases with lengt