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Repairs Team Support Officer

4 months ago

London, UK, United Kingdom Goodman Masson Full time

To assist in the delivery of excellent customer relations within the Asset Management team and supporting the team in their work by providing administrative assistance.

  • Providing excellent customer care and administrative assistance
  • Improving Octavia Housing's resident satisfaction with the Asset Management Service
  • Building on existing skills and developing new skills
  • Working closely with team colleagues and other departments to enable excellent customer service
  • To build productive working relationships with residents and external agencies

Key Responsibilities

  • Work with the Repairs Manager and the Customer Support Officer to co-ordinate inspections and follow up visits by Building Inspectors and Property Surveyor
  • Take part in the Team's Phone Duty Rota
  • Provide team administration where necessary - including updating property CRM files and uploading reports on to the CRM system
  • To provide back up to the Customer Support Officer in recording and co-ordinating responses to complaints - ensuring that they are within target times and are to a high standard
  • Establish a good working relationship with the Association's contractors and follow up outstanding work with them to ensure that residents are kept update
  • Monitoring outstanding tasks and reporting these to the Repairs Manager
  • Assist in the preparation of paperwork on any legal cases
  • Assist in the preparation of paperwork for Housing Ombudsman enquiries

Requirements

For this position, we have listed the requirements we believe are essential for this role:

Experience

  • Practical experience of providing Customer care
  • Experience of providing administrative support in a team environment
  • Experience of collecting/analysis data

Knowledge

  • Issues affecting tenants of social housing
  • Housing and Construction industry

Skills

  • Excellent communication skills to deal with customers who may be upset or vulnerable
  • Effective negotiation and influencing skills and ability to be firm with contractors or customers when necessary
  • Ability to work on own initiative and take decisions without supervision
  • Ability to work under pressure remaining calm and patient
  • Resolving, anticipating and preventing problems and finding solutions
  • Understanding of the balance between the needs of the tenant and those of the Association.
  • Excellent Literacy & Numeracy skills
  • Excellent Computer Skills
  • Ability to work as a member of a Team

Benefits

The salary for the role is £31, 282 with up to 10% Pension contribution.

We also offer a fantastic additional benefits:

  • Flexible-working
  • Life Assurance
  • Employee Wellbeing App/ Mental Health Support
  • Online GP Service
  • Cycle to work
  • Opportunities for self-development with over 60 courses available to self-enrol
  • Opportunities to volunteer in our Charity Retail Stores or on our Befriending Program

Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.