Admin Support Officer - London, United Kingdom - Rise Recruitment Ltd

Rise Recruitment Ltd

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role context:

Providing excellent customer service supporting the Responsive Repairs team and across the new organisation.

The role requires excellent communication skills, both written and verbal, with the natural ability to network and build effective relationshipswith key colleagues across the organisation and external stakeholders.

Purpose of the role:

To provide excellent front line customer service by working in partnership with internal and external stakeholders to ensure our customers' needs are met and the Responsive Repairs team objectives are achieved.

Departmental Responsibilities:

To develop and maintain relationships with internal and external stakeholders to support our customers.
To assess clients' needs to ensure effective service delivery.
To advise and support our customers in resolving their queries and issues, ensuring that their expectations are managed and proactive resolutions are identified.
To update and maintain systems/ records to ensure that information/data is kept up to date and accurate and that KPI's are met.
To follow Health and Safety policies and procedures to ensure, as far as is practicable, your own safety and that of others in the workplace.
To provide full administrative support to the various teams within the service.
Scheduling of appointments and diary management of team members, external contractors and residents.
Manage and review service referral requests, rejecting, approving or seeking clarification where necessary.
To deal with routine enquires from external agencies, internal customers and stakeholders in a professional manner within preagreed departmental and company timeframes.
To investigate and respond to client enquiries and complaints ensuring that timescales are met in line with key performance indicators and complaints policy.
To liaise with both internal and external stakeholders, to coordinate programmes of repair work and improvements.
To raise, monitor and report on work orders.
To arrange meetings and training seminars, confirming dates, venues and attendance as necessary, preparing meeting rooms and organising any required equipment, collating papers for distribution, ordering and / or providing refreshments, and taking minuteswhen requested.
To create and maintain comprehensible and accessible filing and other relevant systems (hard and soft) to enable the provision of general information and statistical returns as and when required.
To contribute to the delivery of appropriate and robust KPIs
Assist in the monitoring of Contractors to meet agreed deadlines and costs for work with appropriate levels of quality and customer service.
To produce correspondence in accordance with the departments standard procedures to a high level of accuracy
To prepare reports using Microsoft and other databases as well as written text
To ensure that invoices are processed in an efficient and timely manner and that accurate recording of such payments takes place.
To undertake any other reasonable duties as required by the Heads of Service or their nominees, which may include working outside normal working hours.

Skills/Experience required:

Ability to work independently, exercising good initiative and judgement
Excellent written and verbal communication skills.
Proven time management and prioritisation skills.
Proven experience and ability to deliver excellent customer care and valuing diversity.
Proven attention to detail and ability to work on a variety of tasks simultaneously.
Ability to work under pressure and meet deadlines and targets
To ensure that all policies and procedures are adhered to so that consistent and standard practice is achieved across the organization.
Demonstrable experience in a role which has required good admin skills, including keyboard, telephone, IT and experience of working with databases.
Experience of raising, monitoring and recording work orders though a relevant housing / repair management system.
Experience in working in a responsive repairs environment.
Experience in coordinating and following up on work programmes.
Experience in dealing with a wide range of people including clients, staff, contractors and external agencies.
Some experience with high profile legal cases.
Experienced IT skills which must include a high proficiency in Microsoft Excel.
Experience in diary management and appointment scheduling.
Knowledge and understanding of an administration service and problem solving in the absence of key staff.
Experience of working with schedule of rates would be desirable.