An exciting opportunity has arisen to join as Resident Services Officer to our team. The post-holder will be the first point of contact and provide a responsive customer service to our residents, visitors and guests.
Key responsibilities:
- Be the first point of contact for residents and deal with all enquiries coming into the business. This can be via phone, email, face to face or webchat.
- Ensure information given out is accurate and relevant
- Responsibility for initial diagnosis of repairs, scheduling of works using specialist repairs IT system. Ordering of works via direct labour organisation, and/or contractors/defect contractors. Understanding of defects liability periods and recharges and decision-making regarding invoking calls to contractors and recharges to residents.
- Monitor target dates and ensure that variation and completions are updated on IT system.
- Coordinate and plan the work of the Maintenance Operatives ensuring optimum results are achieved from time efficient scheduling within geographical areas.
- Respond to and resolve resident dissatisfactions for repairs.
- Raise inspection appointments for residents.
- Manually match and process invoices for works completed by external contractors.
- Assess and action permission requests from residents and forward to relevant departments or external agencies should further technical information be required.
- Provide administrative expertise for our residents to ensure smooth day to day operation.
- Be responsible for assisting in the termination procedure for all residents once keys are received.
- Actively take part in appraisals and other performance management initiatives.
- Ensure that within the scope for this role, the Value for Money Strategy is observed.
- Carry out additional responsibilities reasonably associated with the post-title and post-holder's capabilities, as and when required by the Association.
- Work to the Association's Vision, Mission and Values in all working practices.
Are you the right candidate?
It is essential you have:
- Excellent communication skills
- Knowledge of Housing Associations
- Excellent customer service skills
- Basic IT skills
- Organising and time management
- Ability to work well under pressure
- Ability to work as part of a team
- Ability to work on own initiative
- Discrete
- Trustworthy
- Flexible
It is desirable you have:
- Knowledge of Housing Management services
- Knowledge of repairs and maintenance
Essential values:
- Respect and Integrity
- Open and Accountatble
- The best you can be
How to apply:
Please provide a separate written statement or covering letter with your application explaining how you meet all the essential criteria. This will be essential along with a copy of your CV. Applications that are not accompanied by the statement will not be considered.
Job Types: Full-time, Permanent
Pay: £32,454.17 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Referral programme
- Sick pay
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 2 years (preferred)
Work Location: In person
