Repairs & Maintenance Administrator

Title: Repairs & Maintenance Administrator Type: Temporary (2-3 months initially) Hours: Full Time (Monday Friday) Starting Salary: £14.34 per hour Details: Provide a front-line response to our customers to meet the objectives of a truly brilliant customer experience. The post holder will be responsible for coordinating the internal phone system, answering and directing calls as required. Provide general administrative support to all functions. Accurately record all complaints to meet the Scottish Public Services Ombudsman (SPSO) and regulatory compliance framework. Handle complaints promptly and seek to resolve with the aim of front-line resolution on complaints received. Ensure complex complaints are allocated to the nominated complaint handlers. Assist colleagues with the gathering of performance data, statistics and profiling reports as required. Develop an understanding of other functions to ensure you are aware of any initiatives that might benefit customers. MAIN ACTIVITIES Provide a front-line response to the customers to meet the objectives of a truly brilliant customer experience. The post holder will be responsible for coordinating the internal phone system, answering and directing calls as required. Provide information to customers and be able to respond as the first point of contact to routine enquiries as required. Provide customers with accurate information. Ensure tenants with multiple queries are triaged through to other functions providing as much information as possible to colleagues, to ensure excellent customer service. Accurately record all complaints to meet the Scottish Public Services Ombudsman (SPSO) and regulatory compliance framework. Handle complaints promptly and seek to resolve with the aim of front-line resolution on complaints received. Ensure complex complaints are allocated to the nominated complaint handlers. Respond to routine enquiries and complaints from customers, or other customer representatives as required. Where possible, complaints to be closed at point of contact. Ensure the complaints are logged accurately on the complaints system. Ensure all complaints are allocated to the relevant departments, where they cannot be completed by the first response. ESSENTIAL SKILLS Able to work with minimal supervision and make decisions on routine issues appropriate to the level of the post. Review work to ensure accuracy to a high standard. Able to work in partnership with peers and colleagues as part of an effective and efficient team. Possess a high standard of literacy and numeracy. Demonstrate excellent communication and interpersonal skills - with the ability to adapt communication, both written and verbal dependent on purpose and needs of the audience. Demonstrate a professional approach and model behaviour to ensure customers and colleagues are valued and their needs are responded to appropriately. Ability to use and input data accurately to information systems and generate reports. ESSENTIAL EXPERIENCE Work or have experience of front-line telephone responses to customers. Work or have experience of administration and working in a customer-focused environment. Experience of dealing with challenging situations with resilience, flexibility, and confidence in an appropriate manner. High standard of computer literacy in Microsoft Word, Excel, and Outlook. DESIRABLE Understand the challenges facing the housing sector. Competent in using Housing Management software. Practical knowledge of relevant best practice for the delivery of excellent customer services. Understand general Health and Safety requirements relevant to an office environment. TPBN1_UKTJ