Responsive Repairs Administrator

The Repairs Services team is responsible for ensuring our customers continue to live-in high-quality homes through the delivery of comprehensive and effective repairs management services. We recognise the need to design our services to meet our customers’ needs, ensuring that our tenants and their families always enjoy warm, safe and affordable homes. Role Overview: ·      Delivering our responsive repairs service through our repairs desk.·       Carrying out a range of other property related support duties to ensure our team can deliver on our objectives to maintain and improve our existing homes. ·      To deal with all aspects of administration within the responsive repairs team ·      To provide support to other internal Departments and regional offices. KEY RESPONSIBILITIES: AdministrationResponsibility for answering all responsive repair telephone calls, logging, and dealing with enquiries in the appropriate response times.Providing a responsive and pro-active customer orientated service whilst maintaining value for money. Effectively engage with the customers and operatives to deliver and improve efficiency and customer satisfaction.Gathering data and collating reports on all aspects of repair activity.Checking and processing invoices in line with company policies and payment/tender structures.Carry out post satisfaction checks with tenants on 10% of all responsive repairs processed. Keeping all property and customer related data updates on the system including contact details, repairs details, property component information, warranties and any servicing certification. Ensure all contractor information is kept up to date including contact details, current insurances and health and safety statements. Supporting the Property Services Department, as required in the delivery of cyclical servicing programmes including gas safety checks, lift maintenance, fire alarm testing and any other M&E servicing programmes. Assisting with general administrative duties as required, including typing, copying, faxing, and filing, taking meeting minutes, processing invoices etc.Provide Business Support cover for colleagues, as necessary.Using a variety of software packages, such as Microsoft Word, Outlook, Powerpoint, Excel, Access, etc., to produce collate data and produce weekly, monthly, annual produce reports.Share in the cover of Main Reception / switchboard duties in absence of Reception staff.Attending meetings, taking minutes, and keeping notes.Managing and maintaining budgets.Liaising with staff in other departments and with external contacts.Liaising with colleagues and external contacts to book travel and accommodation.Organising and storing paperwork, documents, and computer-based information. Health and SafetyTo conduct all activities in a manner which is safe to yourself and others.To be aware and act in accordance with the Association’s Health and Safety Policy.GeneralTo work in line with Tuath Housings values and to contribute towards delivering on our mission. To fulfil all Tuath Housings and your own health and safety obligations. To positively promote the Association in all activities To exercise discretion in all aspects of the role Any other duties which are consistent with your role. Essential RequirementsExcellent skills in Microsoft Office Certificate or Diploma and/or minimum of one years’ experience Experience of non-profit organisation.Experience of communicating with contractors and following up on repairs and invoices.Computer literacy with experience that includes word-processing, Excel, spreadsheets, presentation packages, e-mail, electronic schedulers, and internet.Excellent planning and organisational SkillsAbility to work with accuracy and attention to detail and within deadlinesExperience of repairs management information systemsGathering, Managing, and presenting data manipulation  Demonstrable ‘can-do’ attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issuesPossess good verbal and written communication skills, can compose letters, memos and reportsDealing with customers both internal and external or demonstrable customer focused skills Ability to be self-motivated and work on own initiative and be part of a teamThe ability to handle sensitive and confidential information Knowledge of new GDPR and RTB Legislation ActFlexibility and Problem Solving A good level of organisational skills and the ability to prioritise workload and meet deadlinesPossess commitment to deliver a high-quality customer focused serviceCommercial AwarenessMediation SkillsExcellent Customer Service Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer.This job description is not definitive or restrictive and will be subject to periodic review as deemed necessary and / or in the light of job-related developments.