Role
We have an opportunity for a Administrator to join our Repairs and Maintenance team in Thames Valley. The primary responsibility of this role is working as part of a team in a call centre environment assisting the operational team to deliver a quality service to all clients including Housing Associations and Local Authorities and their residents
Key Tasks / Activities / Responsibilities
1. Answering calls to tenants in relation to repair works and dealing with queries in an effective manner.
2. Using company systems to process orders adequately in order to invoice clients.
3. Updating the system with all interactions with residents
4. Processing supervisory or trade reports to determine action required to resolve repairs.
5. Resolution of minor complaints at call level.
6. Maintain logs and monitor variation request.
7. Maintain and action emails from contract mailboxes.
8. Answering payment queries of both sub contract and client.
9. Working with Supervisors and trades people to organise and schedule work
10. Ordering equipment needed for the operatives job.
11. Keeping all activity logged and up-to-date in an accurate manner.
12. Liaising with staff at customer sites keeping them up-to-date with progress information.
13. Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
Key Knowledge
14. IT Literate
15. Customer Service
16. Maintenance sector terminology
17. KPIs
18. ROCC
Key Skills
19. Excellent Telephone Manner
20. Customer Service focused
21. Excellent Communication skills
22. Ability to identify problems
23. Ability to identify customers’ needs
24. Willing to go the extra mile to deal with a difficult situation
25. Ability to prioritise issues
26. Ability to meet tight deadlines
27. Ability to work under pressure
28. Attention to detail
29. Team player
Key Experience
30. Previous experience in a similar role
Other Key Information
31. All staff has a personal responsibility and accountability to Axis to ensure that their day to day activities adhere to the Sustainability Policy Statement and Plan and minimise the impact upon the environment.
32. It is the responsibility of all staff to ensure that their day to day activities embrace sustainability and reduce the impact upon the environment by minimise waste and maximise recycling; saving energy; minimise water usage and report any electrical faults, water leakage or other environmental concerns to the facilities or line manager.
Benefits
33. 22 days annual leave which increases with length of service
34. Pension
35. Perkbox rewards
36. Long service rewards
37. Volunteering days
38. Cycle to work scheme