Customer Administrator

1 month ago

London, United Kingdom Get Living Full time

**SUMMER CONTRACT - Mid June - End of September
**Overall Purpose**:
Working within the Customer Hub team to ensure the delivery of the Get Living customer experience. Participating in daily operations to consistently deliver customer contracts, tenancy administration and debt management to meet customer demands across all portfolios and Neighbourhoods efficiently and effectively. Handling administrative issues and enquiries in a professional and timely manner.

**Dimensions**:

- Administering incoming customer demands and tasks across all portfolios and Neighbourhoods
- Ensuring a rewarding experience without hassle so that all Get Living customers receive a friendly, professional and consistently high-quality service that helps to resolve various administrative queries
- Deliver against KPIs and agreed SLAs for all administrative processes

**Key Relationships**:
**Internal** - Head of Customer Hub (line manager)

Senior Customer Administrator (supervisor)

Customer Hub Team (colleagues)

Neighbourhood Hub Teams (operational colleagues on site)

Lettings Team (lettings admin & ASTs)

Finance Team (debt management)

**External **_- _Residents & Customers

Property Management Companies inc Parking etc (within the Neighbourhoods)

Russell Cooke (Solicitors)

Debt Recovery Agency

**Main Duties & Responsibilities**:

- Administration of the more complex, time consuming customer demands e.g. ASTs, renewals, change of sharer, debt management etc
- Delivery of key performance indicators including the completion of ASTs and other Resident contractual processes such as ‘change of sharer’ and debt chasing management
- Working with the ticket management process to support the overall Customer Hub team with timely responses, delivery against SLAs and managing any escalating administrative issues
- Chasing rent arrears and other debt supported by the SCA and Finance team in line with the chase process for debtors
- Escalating debt management cases to the SCA to ensure that these are effectively managed, and the relevant action is taken in accordance to debt management procedures
- Liaison with Finance team and Solicitors for escalating debt management cases that require further action including legal proceedings e.g. Section 8 with support from the SCA
- Enhance the quality of customer administration, ensuring compliance, regulatory and legal obligations are met across all interactions
- Ensure 100% accuracy of data recording on Yardi and other systems
- Responding to feedback re SLAs and contract turnaround times to exceed targeted results
- (Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company)._

**Qualifications & Experience**:

- Experience working in the residential sector or/and service sector - essential
- Experience of residential contracts and lettings administration - highly desirable
- Experience/exposure to residential debt management process - desirable** Key Skills & Competencies**:

- A highly effective communicator
- Organised and efficient
- Maintains high standards with exceptional attention to detail
- Team player
- Operates with high levels of integrity

**Health and Safety**

Get Living is responsible for providing a safe and healthy environment for all its employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.

We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of its Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.

We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

**Our Commitment**

We are committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

**VA186

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