Administration Officer
Full Time
Job Description
- Dealing with all incoming contact from our tenants in a professional and courteous manner.
- Assessing and recording the nature of each contact and resolving at the first point of contact wherever possible.
- Acting as advocate for the tenant, by taking ownership and remaining accountable until each query is resolved, always ensuring that tenants are kept informed of progress.
- Working closely with company teams to ensure that tenant issues are resolved within agreed timeframes and that communication between team’s flows freely.
- Ensuring that all information is correctly administered to the housing management system with great attention to detail.
- Supporting the resolution of tenant complaints ensuring customers are responded to within stipulated timeframes from start to finish.
- Monitoring tenant experience through tenant surveys and outgoing repair satisfaction calls.
- Contributing to the development of initiatives to improve tenant satisfaction, including IT initiatives that relate to easier accessibility and better service.
- Diagnosing repairs with tenants, raising work orders and assigning to contractor adhering to the repairs policy.
- Categorizing the repairs queries in accordance with policy.
- Inputting responsive repair information into housing management system, monitor repair status in accordance with agreed KPI's, and update the system accordingly.
- Preparing weekly/monthly responsive repair reports for management.
- Working with Property Services team to improve tenant satisfaction with repairs service.
- Supporting arrears management through engagement with tenants on rent matters, including the provision of relevant rent and service charge information to tenants.
- Promoting and complying with all regulatory requirements including RTB legislation, GDPR legislation and the Housing Regulator.
Required Knowledge, Skills, and Abilities
- Experience in a similar role within property dealing with repairs, facilities management, customer-facing service.
- Minimum of 3 years working in customer support using CRM systems, resolving customer issues, and tracking all assigned tasks from beginning to end.
- Experience in dealing with members of the public.
- Proven track record in analyzing data and creating reports.
- Ability to work in a highly flexible manner, responding to customer needs with effective listening and empathy.
- High level communication skills and the ability to network and negotiate effectively with individuals and groups, within the company and outside.
- Ability to develop collaborative working relationships and partnerships.
- Strong attention to detail.
Reference no: 82330