Job Title: / Administration Assistant
Grade: / Scale 4
Post Number: / Q026
Base/Location: / Southfields
Responsible To: / Principal Officer – Investment and Programme Delivery
Responsible For: / Nil supervision.
Key Relationships/
Liaison with: / Tenants, leaseholders and contractors
Job Purpose
· To ensure the Repairs and Investment service fully complies with Charnwood Borough Council’s Corporate Customer Care Standards and achieves high levels of customer satisfaction. To additionally support the retention of the Customer Service Excellence standard.
· To assist in the maintenance of general stock condition information and other databases and ensure systems are kept up-to-date.
· To support with the performance, quality management, planning/ scheduling of appointments, customer issues including complaints and administration requirements for primarily asset management but additionally covering repairs and maintenance
· To be responsible for the administration of and proactive working with suppliers and contractors of decent homes and investment work programmes, including the commissioning of removal and works to manage asbestos, and any other core function within the Repairs and Investment service.
· To deliver an effective and appropriate service to all service users, fairly and without discrimination.
Main Duties and Responsibilities
1 / Provide workload planning for surveyors and deal with any planning/ scheduling/ appointment activity for the service.
2 / Assist in the preparation of the decent homes programme, interrogating databases to identify properties requiring works, raising work orders and updating the databases with information on all types of works completed.
3 / Liaise with contractors carrying out decent homes and improvement works, ensuring they have copies of the relevant paperwork and are notified when asbestos removal has been completed;
4 / Handle telephone and email enquiries from tenants and contractors regarding decent homes and improvement works.
5 / Assist in the preparation of data to calculate decent homes percentages.
6 / Handle enquiries from tenants and contractors by telephone and in writing in relation to asbestos management, decent homes and other improvement works.
7 / Utilise the decent homes work programme to commission work to remove and manage asbestos as identified in asbestos surveys and update the data bases accordingly; ensure that surveys are in place or commissioned for properties undergoing decent homes and other works.
8 / Provide administrative support to the Compliance Manager in relation to the administration and maintenance of information and databases for asbestos, stock condition, fire safety, fire risk assessments, emergency lighting, fire alarms, lifts, stair lifts, adaptations and other associated work.
9 / Carry out telephone satisfaction surveys on all types of works, and analyse postal surveys.
10 / Gather information to enable complaints to be investigated, liaise with tenants and contractors; administer and update CRM (Customer Relationship Management) records.
11 / Carry out general administration duties including post, telephones, stationery ordering, and printer and scanner maintenance, printing and taking meeting notes/minutes.
12 / Ensure the effective maintenance of databases and hardware used by the Repairs and Investment services such as QL, Cloud Dialogs, Lagan (CRM), Agresso, telephones and mobiles, regularly undertaking necessary housekeeping of the IT systems and directing users accordingly
13 / Develop and maintain electronic and paper filing systems for the service in line with the organisation’s records management policies.
14 / Undertake training in order to carry out the duties of the post in an informed, efficient and effective manner. Provide training and guidance to new and existing staff when appropriate.
15 / To undertake any additional duties; this will include assisting with other core work activities within the Business Support team.
Special Factors
· None
This job description sets out the duties and responsibilities of the job at the time when it was drawn up. Such duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the job.
Charnwood Borough Council is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable disabled candidate.
Date Prepared/Revised: 19 April 2017
Job Title: / Administration Assistant
Grade: / Scale 4
Post Number: / Q026
/ Essential / Desirable / How assessed
Qualifications
Educated to a minimum of 2 GCSE’s of grade C or above or equivalent/ ü / App/Int/Doc
Recognised customer care qualification / ü / App/Int/Doc
An appropriate IT qualification
/ ü / App/Int/DocOr
Demonstrable experience identified within the section below.
/ ü / App/IntExperience
Experience of performance-based work in a customer focused service organisation
/ ü / App/IntExperience in delivering exceptional customer services in areas such as contact centres or similar
/ ü / App/IntHave a working knowledge of a CRM system
/ ü / App/IntGood working knowledge of housing management software, appointment scheduling system and mobile work software
/ ü / App/IntKnowledge of QL housing management and Service Connect appointment scheduling software
/ ü / App/IntHave a working knowledge of all Microsoft applications to assist in producing documentation as well as an ability to learn new IT and paper-based systems
/ ü / App/IntExperience of analysing complex data, preparing reports, identifying trends and actions required
/ ü / App/IntSkills/Knowledge
The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post. / ü / App/Int
Ability to make decisions, take the initiative and work under own direction towards tight deadlines / ü / App/Int
Ability to manage surveyors’ work patterns within a live environment with the need for being assertive / ü / App/Int
Interpersonal Skills
Able to work as part of a team. / ü / Int
Good telephone skills and ability to communicate at all levels / ü / App/Int
Other requirements
An understanding of, and commitment to equal opportunities, and the ability to apply this to all situations. / ü / App/Int
Must be able to perform all the duties and tasks of the job with reasonable adjustments, where appropriate, in accordance with the provisions of the Equality Act 2010. / ü / App/Int
Key:
App = Application form
Test = Test
Int = Interview / Pre = Presentation
Med = Medical questionnaire
Doc = Documentary evidence (e.g. certificates)
Prepared by: Business Support Team Leader Date: 19 April 2017
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