Inclusive Services Administrator

Working as part of the Customer Hub, within our Inclusive Services Team, you will support the delivery of our _You Share, We Shape_ customer profiling campaign to capture or refresh our customer Equality, Diversity & Inclusivity (EDI) data; helping us to understand who lives in our homes and capturing their individual, and often complex needs. Through the collection of this EDI data, you will help us identify customers with additional needs or vulnerabilities who would benefit from a tailored service offer.

What you’ll be doing
- Work effectively with our wider Inclusive Services team to ensure we know and understand who our customers are and how we can best support them.
- Conduct effective customer profiling (You Share, We Shape) activity, conducting outbound calls to help understand who lives in our homes, and their needs.
- Ensure effective recording of customer profiling information, inline with GDPR, to provide reliable data and insight that supports our understanding of who our customers are and what they need from us.
- Help to arrange translations & interpretation services for customers who need them.
- Ensure clear, comprehensive and timely records are logged into our systems for all contacts.
- Identifying safeguarding concerns, flagging them to the relevant colleagues to ensure they are pro-actively responded to.
- Support Community based profiling activities across the Great Places region as agreed, on a pre-planned and supported basis.
- Managing difficult situations and customers, but knowing when to escalate more complex queries to our Inclusive Services Team Leaders, Neighbourhood Colleagues, or the wider HUB Team Managers.

What you’ll need
- Confidence in dealing with customers over the phone, through both inbound and outbound calls.
- Experience of detailed administration and recording procedures, maintaining confidentiality in line with data protection (GDPR) and safeguarding regulations.
- An interest in equality, diversity and inclusion, especially in relation to providing fair and inclusive services.
- Experience of undertaking administration tasks, preferably in a busy housing/customer service environment.
- Effective liaison with colleagues/other stakeholders to exchange information and resolve problems.
- Use of full range of Microsoft Office, housing management and CRM other software systems.
- The ability to complete tasks in an accurate and timely manner when working under pressure.
- Great written and verbal communication skills, and the ability to build effective working relationships.
- Good organisation skills and the ability to time-manage your work load.

What we need from you
- A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
- A passion to advocate on behalf of people and communities
- Commitment to work in partnership with others for the benefit of Great Places
- Ability to work as part of a team as well as on own initiative
- Ability to work collaboratively and build relationships and networks inside and outside of the organisation.
- Working as part of the wider team rota, between the hours of 8am to 6pm, Monday to Friday, but be able to work evenings or weekends to maximise service delivery on pre-agreed occasions
- Ability to work part of the week in the office, and part of the week from home (once fully trained)
- An ability to maintain a positive approach throughout periods of change and embrace a continuous improvement culture.
- Professional and value led with integrity, inclusivity and respect for diversity.
- Have a non-judgemental approach, being respectful of others.
- Resilient and self-motivated.

What we give you in return for your hard work and commitment
- ** Pension** ¦ DC scheme (up to 10% contribution from both colleagues and Great Places).
- ** WPA** ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available - option to increase & add family members.
- ** Annual leave** ¦Start at 26 days annual leave, increasing up to 30 days + Bank Holidays.
- ** Professional Development** ¦ A wide range of learning and development opportunities to support your personal and professional growth, in addition we support external development opportunities including professional qualification, coaching and attendance at conferences and events based on your own development plan.
- ** Professional fees** ¦ The business pays the cost of one professional membership fee for each colleague,
- ** The Market Place** ¦ Providing high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
- ** Health and wellbeing initiatives** ¦ Annual wellbeing campaigns, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing.
- ** Everyone Counts** ¦ Network groups to provide the opportuni