Service Coordination Administrator
3 weeks ago
Role Overview
We are seeking a dedicated Administrator to become a vital part of our Repairs and Maintenance division in Thames Valley. This position primarily involves collaborating within a team in a call center setting, providing essential support to the operational team in delivering high-quality services to our clients, including Housing Associations and Local Authorities, as well as their residents.
Key Responsibilities
- Responding to tenant inquiries regarding repair services and addressing concerns efficiently.
- Utilizing company software to accurately process orders for client invoicing.
- Updating records with all resident interactions to ensure comprehensive documentation.
- Reviewing supervisory or trade reports to identify necessary actions for repair resolutions.
- Resolving minor complaints directly during calls.
- Maintaining logs and overseeing variation requests.
- Managing and responding to emails from contract mailboxes.
- Addressing payment inquiries from both subcontractors and clients.
- Coordinating with Supervisors and tradespeople to schedule and organize work effectively.
- Ordering necessary equipment for operational tasks.
- Keeping all activity documented and current with precision.
- Liaising with staff at customer locations to provide updates on progress.
- Adhering to and promoting policies, procedures, and initiatives related to sustainability and environmental compliance.
Essential Knowledge
- Proficient in IT systems
- Strong customer service skills
- Familiarity with maintenance sector terminology
- Understanding of KPIs
- Knowledge of ROCC
Key Skills
- Exceptional telephone etiquette
- Customer service oriented
- Strong communication abilities
- Problem identification skills
- Ability to assess customer needs
- Willingness to address challenging situations proactively
- Prioritization skills
- Capability to meet tight deadlines
- Ability to perform under pressure
- Attention to detail
- Team collaboration
Experience Requirements
- Prior experience in a similar administrative role
Additional Information
- All employees are responsible for ensuring their daily activities align with Axis's Sustainability Policy Statement and Plan, minimizing environmental impact.
- It is the duty of all staff to incorporate sustainability practices into their daily tasks, including reducing waste, maximizing recycling, conserving energy, minimizing water usage, and reporting any environmental concerns to management.
Benefits
- 22 days of annual leave, increasing with tenure
- Pension plan
- Perkbox rewards program
- Long service recognition
- Volunteering opportunities
- Cycle to work initiative
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