JOB DESCRIPTION & PERSON SPECIFICATION

JOB TITLE: Admin Officer

REPORTS TO: Office Services Manager (OSM)
RESPONSIBLE FOR: N/A / DATE: March 2017
Job Role
To provide a high quality, professional, proactive and flexible administrative service to the Office Services Manager across the full range of service areas including maintaining business information systems and supporting the running of the office.
  1. Overview of the Role and Responsibilities
1.1.Innisfree is committed to providing responsive, consistent and high quality services both to its tenants, and to other internal and external customers. Central and support services are at the heart of this, in as much as they provide the infrastructure that enables the front-line services to function effectively.
1.2.This role is customer facing and requires the post holder to respond quickly and professionally to customer enquiries (both external customers and Innisfree’s internal customers) and complaints and to ensure services run efficiently and effectively. It also requires the post holder to take responsibility and to manage their own workload with the minimum of supervision and support. This is a key support role providing a wide range of support services to the HousingManagement Team and Office Manager.
1.3.Set out below is a summary of the key responsibilities of this post. This list is not intended to be comprehensive in all areas, but is rather to highlight main issues and targets. Specific targets will be agreed with you in advance by your line manager, and will be subject to regular review.

2.Summary of Duties

2.1 Customer Interface
  • Deliver an effective and efficient administrative service ensuring high standards of service delivery and customer care in all dealings with both internal and external customers.
  • Provide a knowledgeable and responsive telephone service for incoming communications
  • Deal with routine enquiries from external agencies, customers, stakeholders
  • Respond to and resolve customer, external agencies and stakeholder complaints, queries and issuesin a professional manner within agreed company timeframes, ensuring efficiency and continuous improvement to the standard of service delivered.
  • Receive all visitors and answer calls in a manner that promotes a professional image of Innisfree and its services
  • Develop and maintain good working relationships with our residents
  • Ensure public areas are welcoming, tidy and that information displayed is up to date
  • Support and assist in the delivery of company events
2.2 Administrative Support
  • Provide a range of administrative support functions including data input, retrieval. word processing, photocopying, general correspondence, responding to enquiries and handling telephone enquiries along with development and maintenance of spreadsheets
  • Manage all post and parcels received, logging and distributing and monitoring response timelines
  • Coordinate and order office stationery supplies and monitor usage ensuring budgetary constraints
  • With Office Manager monitor and review office service contracts ensuring quality and value for money
  • Promote and lead on good office and IT housekeeping, ensuring the office environment is clean, tidy and clutter free.
  • Working with the Office Manager provide all daily facilities management tasks of the office.
  • Liaise with OSM on updating contact details for staff starting and leaving along with producing ID cards.
  • Check, monitor and process invoices checking details against signatures and ensuring that works have been completed and authorised in accordance with Innisfree policy and procedures. Investigate invoice queries with contractors and monitor outstanding invoices.
  • To check and process invoices, and make payments, as directed by the OSM
  • To provide cover support and assist the OSM as required including:
(a)Maintenance of financial ledgers;
(b)Maintenance of financial records and documentation;
(c)Accounts preparation;
(d)Bank reconciliations;
  • Maintain accurate tenant information ensuring that tenant profile data is updated to achieve and sustain 100% data on Omni ledger.
  • Undertake tenant profile update mailshot and update records accordingly.
  • To administer the office petty cash system Day to day responsibility for record-keeping and administration including maintaining accurate records on Omni Ledger.
  • Collate performance data and assist in the preparation of statistical information
  • Create and maintain comprehensive and accessible filing and other systems to enable the provision of general information and statistical returns as required. Ensuring that all records, files, contracts are kept up to date and archived as necessary and in accordance with procedures and regulations.
  • Set up and maintain databases, spreadsheets and systems as required, input data and maintain all customer records
  • Develop and maintain document production, design and manage systems for the efficient and timely retrieval of information
  • Maintain diaries and arrange meetings and other events, this will include booking rooms and making other practical arrangements. Attend meetings when required and produce minutes
  • Provide administrative support to the Housing Management Team across key areas including but not limited to those outlined below:
  1. Lettings administration, including mutual exchange,
  2. Production of sign up and welcome packs
  3. Antisocial behaviour case management
  4. Voids and lettings
  5. New tenant visits
  6. Key management
  7. Maintain the register of applications and management transfers
  8. Manage the active casework log and obtain updates from team
  9. Maintain an effective and efficient data filing and management information system ensuring that there is an organised and systematic method of ensuring tenancy files are maintained and updated on a regular basis.
2.3 Additional Duties
  • Provide cover for the maintenance administrator and work effectively as part of a team to ensure we provide a streamlined service.
  • Work with Housing Officers in carrying out home visits, inspections and identifying support networks for residents.
  • Exercise high level of discretion in dealing with personal and confidential matters
  • Take personal responsibility for ensuring designated duties are executed always in accordance with company policy and procedure.
  • Contribute to the development of our services.
  • Assist with updating and maintenance of company web site.
  • When requested research, and gather information, produce management reports using databases and other monitoring systems.
  • Contribute to the preparation of statistical, financial and written reports on office and housing management.
  • Follow the direction of the OSM and use own initiative as and when appropriate, taking a proactive, enthusiastic approach to all requests for assistance from staff within the team.
  • Keep abreast of legislative changes and good practice within the sector, attending training as necessary.
  • Work effectively with all staff to ensure the delivery of an excellent housing service and assisting in achieving external accreditation.
  • Act as Fire Warden and first aider for the office (appropriate training will be provided).

PERSON SPECIFICATION: Competency Model Framework (non-management)
Relationships
With key customers,tenants, contractors
Within team and organisation
With external partners and agencies / Organisation
Planning and organising workload
Awareness of policies and procedures
Time and resource management
Team membership
Promote team ethos and values
Positive contribution to team environment
Personal development in team context / Results Orientation
Assist customers to achieve goals
Achievement of local community objectives
Financial awareness
PERSONAL ATTRIBUTES & COMPETENCIES
Personal Attributes
  • Approachable and open behaviour. Works as part of a group or team.
  • Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement
  • Demonstrates significant confidence and high levels of self-esteem.
  • Is respectful, articulate and sensitive in style of communication.
  • Is passionate and enthusiastic about his/her career and job experiences.
  • Is motivated towards excellence and improvement of personal performance with a can-do attitude.
  • Customer focused
Benchmark Qualification and Experience Level
  • Educated up to a relevant qualification in English and Maths
Essential technical skills/knowledge
  • Strong customer service skills
  • IT literate - able to use Microsoft software packages and databases
Experience and other competencies
  • Experience in working in a customer service environment
  • Ideally experience of working on a reception and using telephone reception systems
  • Able to multitask
  • Pays attention to detail

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