Administrative Coordinator

Salary - £26,000-£30,000 per annum

Location – Southgate, London

Working Hours: Monday-Friday 8am-5pm

Contract Type: Perm

Job Description – Our client is a property maintenance company, specialising in planned and reactive building services and fabric maintenance on residential, commercial, and healthcare environments.

We need an applicant who can provide excellent customer service, liaise between multi-trade workers and tenants on maintenance works. The candidate must be well-organised, have a professional manner, be capable in taking high volumes of calls, be computer-literate in Microsoft Outlook, Word, and Excel, and be able to learn our database.

The role provides high-quality, professional administrative support to the business. It involves working closely with engineers, sub-contractors, and clients to deliver a timely, well-informed service to our customers.

Responsibilities

1. Deliver a customer-focused service with the highest standards of customer service at all times.
2. Manage repairs and engineers' workloads, recording and strategically planning days with consideration given to hindering factors.
3. Manage customer expectations, ensuring open lines of communication are maintained at all times.
4. Upload information to the database accurately, paying attention to details, ensuring data protection, and accurately updating sensitive information.
5. Ensure accurate recording of queries and customer concerns.
6. Avoid failures becoming complaints by resolving during telephone conversations, working on own initiative to resolve before becoming a formal complaint.
7. Plan engineers' workloads in advance, ensuring communication to all relevant parties, ensuring all are aware of details of a call out.
8. Review and monitor WIP reports and FOW regularly to ensure a steady flow and reduction in line with agreed SLA.
9. Record all updates on the database for knowledge share.
10. Ensure all updates are relayed clearly and understood within all relevant areas.
11. Manage emergencies in line with expectations of KPIs.
12. Identify out-of-scope requests, redirecting to correct operational/commercial processes.
13. Manage inbox queries in a timely manner, ensuring all details are accurately covered and responded to in line with expected SLA.
14. Understand specialist works processes, assign subcontractors, and provide confirmation of attendance to site to relevant parties.
15. Cover colleague's absence and hand over for smooth cover during annual leave.
16. Raise OOH call outs, ensure follow-up works are accurately captured, logged, and planned.
17. Attend meetings when requested.
18. Work closely with teams to deliver a high standard of service to our customers and clients.
19. Provide support where needed within the business and carry out ad hoc duties as requested.
20. Show an understanding of KPIs and work to meet and exceed targets.
21. Follow processes and identify and suggest improved ways of working within the team.
22. Liaise with engineers regarding job descriptions to ensure clarity surrounding FOWs and JOs.
23. Competent in diagnostic questioning to obtain a full understanding of requests.
24. Understanding of POs as required for material suppliers.
25. Work as part of a team.

Application Process

If you would like more information on this position or any other vacancy, please apply online or call the ARC Maintenance team in our Norwich office.