Administrator - Merseyside

Axis Europe; Liverpool City Region; On-site; GBP 22,000 - 30,000; Full time

Job summary

A facilities management company in Liverpool is seeking an Administrator to join their Repairs and Maintenance team. The role includes answering tenant calls regarding repairs, processing orders, and maintaining accurate logs. Candidates should have excellent communication skills, a focus on customer service, and the ability to work under pressure. Responsibilities also include liaising with staff and ensuring compliance with the Sustainability Policy. Benefits include generous leave, pension, and other rewards.

Benefits

22 days annual leave which increases with length of service

Pension

Perkbox rewards

Long service rewards

Volunteering days

Cycle to work scheme

Qualifications

• Previous experience in a similar role.

Responsibilities

• Answering calls to tenants regarding repairs and queries.
• Using systems to process orders for invoicing clients.
• Updating the system with all interactions.
• Processing reports to resolve repairs.
• Resolving minor complaints at call level.
• Monitoring variation requests and logs.
• Actioning emails from contract mailboxes.
• Scheduling work with supervisors and trades.
• Ordering equipment for operatives.
• Keeping activity logged and up-to-date.
• Liaising with staff on progress updates.

Skills

Excellent telephone manner

Customer Service focused

Excellent communication skills

Ability to identify problems

Ability to identify customers’ needs

Willing to go the extra mile

Ability to prioritise issues

Attention to detail

Team player

Job description

Role

We have an opportunity for an Administrator to join our Repairs and Maintenance team in Merseyside. The primary responsibility of this role is working as part of a team in a call centre environment assisting the operational team to deliver a quality service to all clients including Housing Associations and Local Authorities and their residents.

Key Tasks / Activities / Responsibilities

• Answering calls to tenants in relation to repair works and dealing with queries in an effective manner.
• Using company systems to process orders adequately in order to invoice clients.
• Updating the system with all interactions with residents.
• Processing supervisory or trade reports to determine action required to resolve repairs.
• Resolution of minor complaints at call level.
• Maintain logs and monitor variation requests.
• Maintain and action emails from contract mailboxes.
• Answering payment queries of both sub contract and client.
• Working with supervisors and trades people to organise and schedule work.
• Ordering equipment needed for the operatives job.
• Keeping all activity logged and up-to-date in an accurate manner.
• Liaising with staff at customer sites keeping them up-to-date with progress information.
• Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.

Key Knowledge

• IT Literate
• Customer Service
• Maintenance sector terminology
• KPIs
• ROCC

Key Skills

• Excellent telephone manner
• Customer Service focused
• Excellent communication skills
• Ability to identify problems
• Ability to identify customers’ needs
• Willing to go the extra mile to deal with a difficult situation
• Ability to prioritise issues
• Ability to meet tight deadlines
• Ability to work under pressure
• Attention to detail
• Team player

Key Experience

• Previous experience in a similar role

Other Key Information

• All staff has a personal responsibility and accountability to Axis to ensure that their day to day activities adhere to the Sustainability Policy Statement and Plan and minimise the impact upon the environment.
• It is the responsibility of all staff to ensure that their day to day activities embrace sustainability and reduce the impact upon the environment by minimise waste and maximise recycling; saving energy; minimise water usage and report any electrical faults, water leakage or other environmental concerns to the facilities or line manager.

Benefits

• 22 days annual leave which increases with length of service
• Pension
• Perkbox rewards
• Long service rewards
• Volunteering days
• Cycle to work scheme