Administration Officer

Sanctuary Group; Kingston upon Hull; On-site; GBP 27,000 - 29,000; Full time

Job summary

A housing service provider in Hull is seeking an experienced Administration Officer within their Customer Service Centre. The role involves providing quality administrative support for maintenance functions, managing customer queries, and ensuring efficient communication with stakeholders. Applicants should have relevant experience in customer service and administration. This position offers benefits including 25 days annual leave and a pension scheme.

Benefits

25 days annual leave

Pension scheme

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Employee discounts

Wellbeing support

Employee recognition scheme

Qualifications

• Proven experience of administration relating to customer service and complaints.
• Experience in a customer service centre environment is preferred.
• Ability to handle multiple tasks to deadlines.

Responsibilities

• Deliver and monitor effective administrative systems.
• Manage queries and contacts from customers and suppliers.
• Support management relationships with stakeholders.

Skills

Customer service experience

Administrative skills

Microsoft Word

Microsoft Excel

Call handling

Statistical analysis

Job description

Overview

We have an opportunity for an Administration Officer based within the Property Services Hub in our Customer Service Centre in Hull. The Property Services Hub focuses on customer service excellence and delivers a range of services for Housing, Homeownership and Commercial and Residential covering over 100,000 properties. The Administration Officer will provide quality administrative support for our maintenance function by raising orders for repairs, handling order queries and providing information to internal and external customers. We communicate with our customers and stakeholders via text message and email.

Responsibilities

• Delivering, maintaining, and monitoring effective and efficient administrative systems
• Monitoring, managing, and answering queries and all other contact from customers, suppliers, and contractors
• Supporting the Management and maintenance of relationships with internal and external stakeholders, managers, and trade colleagues
• Supporting Sanctuary Maintenance by ensuring accurate and timely information is collected, collated, prepared, and presented
• Delivering services to the appropriate KPI's and service standards, responding effectively and efficiently, working to deadlines and targets
• Proven experience of administration relating to customer service and complaints
• Working knowledge of call handling in a customer service centre environment
• Some experience of producing and analysing statistical information would be advantageous
• Team player with the ability to also work independently and use your own initiative
• Strong working knowledge of Microsoft Word & Excel (or similar)
• Proven experience of working to deadlines with the ability to prioritise your own workload

Requirements

Not provided in original wording; responsibilities and qualifications above reflect role duties. Applicants should have relevant administrative experience in a customer service context and be capable of handling multiple tasks to deadlines.

Benefits

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £27,177 per annum (rising to £28,607 per annum after 12 months, subject to satisfactory performance)

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers' needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary's commitment to our Disability Confident employer status. Building Equality and Diversity Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. We work closely with the Home Office in order to prevent unlawful working. Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.