Job Description

We’re looking for a proactive and efficient Administrator to join our team in Stratford. Within this role, you will be assisting the operational team to deliver a quality service to all clients including Housing Associations and Local Authorities and their residents within the M&E division. Alongside scheduling and planning works in a cost effective and organised way to ensure a quality service and the legal compliance of the division.

Key Responsibilities:

• Provide our clients and customers with excellent, first contact resolution services across multiple channels. Offer great customer service by listening to customers’ queries, building rapport, demonstrating empathy, resolving queries / concerns, and always opening and closing the call or correspondence in accordance with the company’s customer service handling procedures.
• Taking inbound calls from Residents and/or Social Housing Providers in relation to repair works, including raising new jobs, appointment scheduling and existing works updates.
• Using IT Systems to raise new and follow on repairs (whilst engineer is on site), book in and rearrange appointments for customers and/or clients whilst on the telephone, ensuring jobs raised in the interface are booked in within target and that follow jobs are actioned.
• Dealing with customer service queries, issues and investigating complaints in relation to outstanding works, delays, and other defects (e.g. damage to property, employee behaviour).
• Liaising with Clients, Axis Operatives, managers, staff across all divisions, departments, and contracts as well as sub-Contractors to provide updates to works and resolving repairs issues.
• Diary management of appointments including PDA usage for operatives and making outbound calls to customers with updates to progress of any works, possible delays and rearranging appointments.
• Working effectively on your own and within a team to achieve individual and company targets and KPIs, ensuring customer satisfaction is above 90% at all times
• Back up to all other roles within the M&E division, covering any absences to ensure versatility within the division.
• Keep up to date with and understand relevant M&E regulations, monitor compliance in relation to contract requirements.
• Ensuring all legal documentation is up to date, stored and managed correctly, ready for client viewing.
• Collaborate with other departments within the M&E division to create a culture of compliance to ensure that both compliance and repairs are done in juxtaposition.

Required Knowledge, Skills, and Abilities

Experience within a housing or maintenance organisation Experience in a call centre environment; dealing with high volume of calls IT Literate Excellent Customer service skills Excellent Work ethic