Office Administrator - London, United Kingdom - Estates & Management Ltd
Description
Contract and remuneration:
This is a permanent, full-time position
20 days starting annual leave; increasing to 30 days with continuous length of service
Discretionary bonus twice yearly and discretionary annual pay review
Life assurance policy
Pension contribution of 3% of pensionable salary
Private health care & eye care scheme, once passed probation
Access to discounts platform, well-being hub and employee assistance programme
Key accountabilities:
- Answering a high volume of inbound calls from homeowners, solicitors and other third parties in a professional and timely manner, creating a positive experience for each caller.
- Identifying the caller's needs, managing expectations, clarifying information, researching any issues and providing solutions, whilst responding to their enquiry.
- Managing administration, communicating, and coordinating with internal departments, as well as directing inbound calls to the appropriate resources if required.
- Maintaining and updating the database in accordance with company policies, including logging each matter and any further action required.
- Reviewing and extracting information from various sources including the database, leases and HM Land Registry.
- Identifying and escalating priority issues and reporting to senior management where required.
- Handling any correspondence in accordance with company policies in a timely manner.
- Providing standard and ad-hoc letter responses to homeowners, solicitors or other third parties' enquiries.
- Contributing to process improvements by considering and highlighting any trends and offering suggestions for improvements.
Skills and knowledge:
essential
GCSE or equivalent in English and Maths, with a result of C or above
Attention to detail; previous experience in data-entry will be valued
Computer literate:
intermediate use of Word and Excel
Good organisation skills
Skills and knowledge:
desirable
Previous experience in a customer service environment, either face to face or over the telephone.
Previous experience in an administrative position or office environment.
Knowledge of property law
Person specification:
Attention to Detail:
able to demonstrate accuracy in all aspects of your role and possess a keen eye for detail. Able to pick up on small details to provide accurate responses to callers.
Organised:
able to manage multiple tasks and handle a high volume of calls, extract information from various sources and track previous history while speaking to caller and taking accurate notes.
Customer Service:
able to communicate effectively, providing accurate information in a helpful manner, and maintaining a professional attitude at all times.
Able to adapt to unique customer queries and situations and have a positive attitude toward callers, even when dealing with difficult issues.
Data input:
able to show accuracy and speed when entering data into a database, copying from written and oral sources. Able to learn new systems, including the database, and use them effectively in accordance with company procedures.
Working in a team:
able to work with all of our teams productively and cooperatively with a variety of colleagues, and willing to learn new responsibilities as required within the team environment.
Job Types:
Full-time, Permanent
Salary:
£25,650.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- Private medical insurance
- Referral programme
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Language:
- English (required)
Work Location:
In person
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