Administrator

Job Description

In search of a dedicated and compassionate Administrator to become a valued member of our clients team, supporting social housing clients in booking appointments. In this role, you'll be pivotal in delivering outstanding customer service and ensuring our clients receive timely and precise assistance in securing appointments for social housing services. Your exceptional communication abilities, keen attention to detail, and empathetic approach will be instrumental in meeting client needs and fostering high levels of satisfaction.

Key Responsibilities

• Handle inbound calls from social housing clients and initiate outbound calls as needed to schedule appointments for various housing-related services.
• Input client jobs accurately into the internal booking system.
• Utilise a computerised system to maintain precise records of client information, appointment details, and relevant notes.
• Assist clients with rescheduling or cancelling appointments as required, demonstrating flexibility to accommodate their preferences and availability.
• Ensure strict adherence to confidentiality and data protection policies to safeguard client information.
• Achieve individual and team performance targets related to call handling metrics, including call volume, average handling time, and customer satisfaction.
• Collaborate with the Contract Administrator to make necessary adjustments to bookings as instructed.
• Aid the Contract Administrator in distributing client and tenant letters.
• Assist the Ops Manager in coordinating and maintaining office operations.
• Provide support for Call Handlers and Contract Administrators when necessary.
• Participate in training sessions and engage in ongoing professional development activities to enhance job knowledge and skills.

  The successful candidate will be/have:

  • Strong communication skills, both verbal and written, with the ability to effectively convey information to clients and colleagues.
  • Active listening skills to understand client needs and provide appropriate solutions.
  • Excellent organisational skills and attention to detail to accurately record and manage client information.
  • Empathy and patience to address client concerns and provide support in a compassionate manner.
  • Ability to navigate computer systems and proficiency in using call centre software, databases, and standard office applications, including Microsoft Office packages, beneficial with a focus on excel (intermediate or above would be beneficial)
  • Ability to multitask and work in a fast-paced environment, while maintaining a high level of accuracy and professionalism.
  • Problem-solving skills to handle challenging situations and find appropriate resolutions.

Resourcing Group is acting as an Employment Agency in relation to this vacancy.