The role involves providing a full range of administrative support to our Complaints and Customer Experience team, with a focus on delivering excellent customer care and assistance to enhance resident satisfaction at Octavia Housing. The position offers opportunities to build on existing skills while developing new ones, working closely with colleagues across departments to ensure exceptional customer service. It also includes building productive relationships with residents and external agencies, and providing administrative support to the complaints team by helping to improve the quality of responses and ensuring all complaints and correspondence are accurately recorded in our systems.
Key Responsibilities
- To provide general administrative support to the Complaints Team, and as directed, to the Customer Experience team
- Share responsibility for answering telephones, dealing with and advising upon enquiries from office and scheme-based staff, tenants and members of the public in line with Octavia's service and quality standards
- Input data and maintain records on Octavia's computerised database systems
- Provide reception duty cover for officers and at any other time this may be required
- Deal with tenants' queries as necessary, for example, regarding rents and other charges and offering assistance on repairs issues when the Customer Services Officers are not available and taking rent payments
- To service and take minutes of team, departmental and any other meetings as required, and word process minutes taken by team members when require
- Collect and record performance monitoring information and maintain team records
- To liaise with other departments within Octavia to ensure a consistently high standard of service
Requirements
For this position, we have listed the requirements we believe are essential for this role:
Knowledge & Skills
- GCSE or equivalent in English and Math
- Office procedures and systems
- Good written and verbal communication
- Ability of prioritise and manage workload
- Ability to stay calm under pressure and work on own initiative
- Excellent team work skills
- Good computer skills including Microsoft Word, Excel and Outlook
- Numerate
- Experience of using a housing management computerised system
Experience
- Demonstrable experience of dealing with customers
- Demonstrate experience of dealing with complaints and customer queries within a housing or a related field
Benefits
The salary for this role is £26,000 per annum with up to 10% pension contribution.
We also offer a fantastic additional benefits:
- Flexible-working
- Life Assurance
- Employee Wellbeing App/ Mental Health Support
- Online GP Service
- Cycle to work
- Opportunities for self-development with over 60 courses available to self-enrol
- Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.