Additional role requirements:
DBS check
A little bit about what we are looking for...
Are you passionate about delivering excellent customer service and supporting a team in a dynamic, fast-paced environment? We are looking for a motivated and organised individual to join our Damp, Mould, and Disrepair Team. In this key administrative role, you’ll play an essential part in ensuring our customers’ needs are met promptly and efficiently while managing a variety of administrative tasks related to damp, mould, and disrepair issues.
If you enjoy problem-solving, are highly organised, and are committed to providing an outstanding service, we would love to hear from you.
We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too!
As part of our commitment to promoting work-life balance, we offer an optional 9-day fortnight scheme*. With this arrangement, you have the opportunity to compress your hours into nine days, allowing you to enjoy a bonus day off every fortnight. It's our way of empowering you to achieve greater flexibility and recharge, helping you be your best self.
Your responsibilities...
* Act as the first point of contact for customers, staff, external stakeholders, and other agencies, handling Damp, Mould, and Disrepair requests across various channels including email, telephone, web chat, letters, and face-to-face.
* Administer and maintain CRM, Northgate, and other key databases, ensuring data is accurate, up to date, and effectively managed.
* Proactively raise urgent matters to the relevant officers to ensure swift action is taken.
* Process tenant recharges where applicable, ensuring accuracy and timely action.
* Develop and maintain effective filing systems, ensuring all records are kept organised, and compile reports and statistics to support the service’s operations.
* Facilitate meetings and take minutes as needed, ensuring all discussions are accurately recorded.
* Handle all invoicing and payment-related administrative tasks, ensuring suppliers are paid promptly and accurately.
* Respond to customer enquiries, providing clear guidance and effective solutions.
* Ensure all correspondence and urgent requests (including complaints, MP inquiries, and Environmental Health concerns) are addressed in a timely and professional manner.
* Administer payments in line with financial regulations, ensuring accuracy and compliance with complaints processes.
* Monitor customer satisfaction trends, compile feedback, and take actions to continually improve the customer experience.
* Work closely with PA Housing’s contractors to follow up on Damp, Mould, and Disrepair cases, supporting collaboration on initiatives.
* Manage variations within your delegated authority, ensuring compliance and proper documentation.
* Provide well-crafted, customer-focused written responses to enquiries, reflecting the organisation’s standards of professionalism.
* Support the development of the team by mentoring new members and assisting with training.
* Demonstrate flexibility by rotating across the service’s opening hours to meet customer demand and support the overall team.
* Contribute to the success of the Damp, Mould, and Disrepair service, aligning with PA Housing’s Customer Services Strategy and delivering the highest standards of service.
* Represent PA Housing in a positive light by delivering exceptional customer service and handling complaints effectively.
We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.
Our ideal candidate...
* A solid understanding of housing maintenance services and delivery.
* Proficiency with Microsoft Office applications and experience with CRM or database systems.
* Strong administrative skills with a background in customer service, demonstrating attention to detail and accuracy.
* Experience managing and maintaining databases, producing reports, and evaluating outcomes.
* Excellent written and verbal communication skills, with the ability to engage effectively with customers, staff, and external agencies.
* A customer-focused approach, with the ability to manage enquiries and complaints in a professional manner.
* An understanding of housing maintenance obligations and regulations.
* A proactive and flexible attitude with the ability to adapt to changing priorities and demands.
If specific qualifications are required, please upload them with your application to demonstrate your eligibility.
Disclosure and Barring Service:
This role of requires the successful candidate to complete a basic DBS check. A basic DBS check will show any unspent convictions.
So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing.
Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action, if any, have you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.
* please note this is a non contractual benefit and may be subject to change