Job Details
PURPOSE OF THE JOB
1. To provide a comprehensive administrative support service to the Garages Team and the Garages Services Manager.
2. To be the first point of contact to customers providing excellent customer service.
PRINCIPAL ACCOUNTABILITIES
1. To deliver excellent professional and specialist services to residents in line with the Council’s vision, values, resources, strategic and service priorities.
2. To assist the Garages Services Manager and Garages team in the management of the garages and other non-residential properties within the Homeownership portfolio by providing a range of administrative and support services.
3. To provide a high quality service and advice to our customers in respect of the waiting list, lettings and voids management to prospective new customers and existing customers.
4. Be responsible for responding to customer‘s enquiries, by telephone, written correspondence, or face-to-face, maintaining confidentiality at all times.
5. To continually improve the customer and stakeholder experience and the overall quality of all the interactions a customer has with the business unit with a view to always improving and evolving.
JOB CONTEXT
1. To maintain appropriate relationships with other departments of the Council, external agencies and the community, and to develop joint initiatives where these add value to service delivery.
2. To follow all policies and procedures and guidelines in connection with the management of garages and other non-residential properties across the Homeownership Services portfolio.
3. To produce reports for the Garages Services Manager, as and when required.
4. To contribute to the management of Homeownership Services reporting to the Garages Services Manager on various matters relating to the garages and non-residential portfolio. To identify and take on new and additional tasks that may improve services or benefit the Council. To achieve such targets that may be set for the team by the Council and/or the Head of Homeownership Services and to ensure service provision is properly controlled and monitored.
5. To be responsible for maintaining the garages outlook in-box and EDMS in-box. Ensuring that work is distributed in agreed timescales and that the team‘s in-boxes are being managed effectively by producing reports for the Garages Services Manager.
6. To administer the waiting list ensuring that new applicants are added within agreed timescales and the information is accurate and properly transcribed on the system.
7. To contact customers to arrange viewings and to manage the reminder text message facility to reduce missed appointments and absentee viewings to contribute to successful lettings.
8. To assist the Repairs and Contract Officers by raising works orders and chasing contractors as necessary in response to requests or enquiries from customers.
9. To operate as an effective team member carrying out additional duties as required ensuring excellent customer service across the team and wider homeownership services.
10. Operating the council’s current telephony system, ensuring that you adhere to the procedure for answering telephone enquiries updating notes on the system relating to the call and adhering to the customer satisfaction survey process. Undertaking general administrative tasks as required supporting the team and overall business unit in the administering and collecting of rents and other non-residential charges.
11. To liaise internally with various departments e.g. legal services, asset management, resident services, customer experience and to also liaise with the councils external contractors.
12. To comply with equal opportunities, valuing diversity, health and safety and tobacco policies as revised from time to time
Pay rate: £20.69 per hour umbrella
Three to six months contract with view to extend or make permanent
