Support & Data Management Officer

1 month ago

Oldham, United Kingdom The Guinness Partnership Full time

**About Us**
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 135,000 customers nationwide. Of our 65,000 homes, more than 70% are let at a social or affordable rent, while around 10,000 are owned or part-owned by the people who live in them.

Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

**About the role**
We have an exciting opportunity for a Planned Delivery Support & Data Management Officer to join our team based in Oldham on a permanent basis, we operate a hybrid working style where you’ll work 2 days per week in the office and 3 days remotely.

Reporting to the Planned Delivery Support Team Manager you’ll be responsible for:

- Ensure efficient and effective support processes are delivered to the Asset Maintenance Team (Planned) for programmed work across the organisation.
- Undertake data validation exercises to improve data accuracy before reporting to operational teams and import into IT systems.
- Work collaboratively with delivery teams, other departments and service providers.
- Prepare standard and bespoke reports or updates from systems on delivering service, including KPI’s, component delivery numbers and financial performance.
- Liaise effectively and timely with all internal and external stakeholders, including using CRM for enquiries or complaints.
- Support the CRM management process to ensure timely investigation and response to complaints by Planned Works team members, escalating issues. Complete CRM workflow tasks in a timely fashion, updating systems appropriately.
- Provide support for the information flow for Section 20, leasehold consultation processes, between delivery teams and Homeowner Services Team.
- Escalate data quality issues within delivery systems, promptly and proportionately, providing a clear audit trail.
- Support the protection and safety of our customers by identifying safeguarding concerns and following the safeguarding procedures, making appropriate referrals.

**What we’re looking for**
We’re a customer-focussed organisation so we know that how we do things is just as important as what we do. You'll not only be experienced in data management and support but you’ll also have great customer service skills and a willingness to go the extra mile to get the job done. You’ll also be able to demonstrate:

- Proven track record of providing support to others in the delivery of services to customers.
- Proven experience of providing excellent customer services, to both external and internal customers.
- Excellent IT skills and advanced working knowledge of Microsoft Office, particularly Excel and housing property management systems.
- Understanding of General Data Protection Regulations (GDPR) and best practice.
- Ability to manage and use data to improve service delivery, quality of data within systems and identify areas for continuous improvement.
- Experience of preparing and issuing performance reports.
- High levels of accuracy in work and attention to detail.
- Excellent standards of customer care and the ability to deliver accurate and clear communications in writing, face to face or by telephone.
- Ability to build good working relations and influence others.
- Ability to prioritise between conflicting demands and priorities, and to work autonomously.
- If you’re interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile._

**_ TGPL2023_

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