Business Support Officer - Secondment or FTC

Citizen Housing Group; Chelmsley Wood; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading housing organization in England seeks a Business Support Officer to provide essential administrative support across various functions. This role includes managing customer care tasks, handling defect reports, and ensuring high standards of service delivery. Ideal candidates will have strong IT skills, CRM experience, and a commitment to customer satisfaction. A collaborative and innovative environment awaits the right individual.

Benefits

Innovative Environment

Professional Growth

Collaborative Culture

Qualifications

• Proficient IT skills with Microsoft Office applications.
• Experience providing customer-focussed service.
• Working knowledge of CRM systems is essential.

Responsibilities

• Provide administrative support to ensure performance standards.
• Monitor defects raised and maintain CRM updates.
• Assist with preparing handover documentation.

Skills

Proficient IT skills

Customer service focus

Complaint handling

CRM system knowledge

Time management

Clerical task management

Tools

Microsoft Office (Word, Excel, Outlook)

Sequel or equivalent

eBIS

Job description

Our new build development team delivers over 550 handovers of new properties within the Midlands area every year. As a Business Support Officer, you will be responsible for administration tasks across the team - covering pre-contract, post-contract, Signature New Homes (our for-profit subsidiary) and Regeneration. This role focuses on post contract defects and customer care, ensuring our customers issues are resolved and a high level of customer service received.

Responsibilities

• Providing administrative support to development directorate to ensure high standards of performance and customer satisfaction.
• Providing business support and administrative services within directorate, this will include the scheduling and minuting of meetings, responding to telephone enquiries and carry out filing, photocopying, scanning, processing invoices and payments and other clerical duties as required.
• Providing support with defects raised following the defect management process, to work with the team to adapt and grow this process to achieve job purpose.
• Keeping CRM up to date with all customer contact and liaising with project managers regarding scheme defects and end of defects.
• Providing reporting on defects raised and completed in line with targets to enable appropriate contract management actions to be escalated where appropriate.
• Monitoring the raising and completion of defects through defect reporting, liaising with customers to establish if the defect has been completed.
• Working with project management team with the preparation of handover documentation and organising defect inspection visits, including customer correspondence.
• Liaising with contractors to chase outstanding defects reported and inputting completion date into ActiveH, including end of defects.
• Supporting Project management team with processing tasks, QRs and complaints relating to defects.
• Working flexibly with other Business Support Officers within the Directorate, sharing workload where appropriate. In addition, to work with flexibility across the whole department if business needs demand.
• Ensuring contractors contact details and correct and contractors are live through out the defects period.
• Staying updated on developments both up and coming and existing.
• Supporting the team with data input into current project management software (e.g. Sequel).
• Using various applications for word processing and data collection including Word, Excel, Outlook, PowerPoint, Sequel (or equivalent). In addition, using eBIS for raising Purchase Orders and invoice processing.
• Undertaking any other reasonable duties commensurate with the post.

Qualifications

• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and outlook).
• Proven experience in providing a high-level customer focussed service to both internal and external customers.
• Previous experience working within a customer care department.
• Experience of dealing with complaints.
• A working knowledge of the CRM system is essential.
• Ability to prioritise workload and manage time effectively.
• Ability to deal with a variety of clerical tasks within standard procedures including minute taking.

Benefits and Company Culture

• Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in providing new homes to those who need them most. We will work together as one team and embrace our Citizen values.