Administrator

LOCATION: Either Head Office, Belfast OR North West Office, Derry/Londonderry

SALARY RANGE: £27,254.00 – £29,064.00 per annum

LEAVE ENTITLEMENT: 23 days annual leave, rising to 26 and 28 after qualifying length of service, plus 12 statutory holidays.

Job Summary

The role of Administrator is a demanding position essential to the successful day-to-day running of the Association. Duties include oral and written communication, responding to email and telephone enquiries, raising orders, data entry, and information collation. The role requires flexibility, a conscientious work approach, and strong attention to detail.

Key Duties

• Liaising with external contractors and internal staff to service all compliance components and ensure compliance KPIs are met.

• Answering calls, prioritising via software, recording call details, and advising tenants on response times and urgent requirements.

• Delivering excellent customer service professionally in person, by phone, and via written correspondence.

• Working closely with team members to ensure smooth office operations.

• Responding promptly to queries and coordinating with line management to progress duties.

• Producing monthly performance reports and KPI information.

• Registering and responding to complaints following the Association’s Complaints Policy.

• Raising orders, typing letters, data entry, and updating property records.

• Maintaining records per quality system requirements and data protection legislation while ensuring confidentiality.

• Ensuring filing and electronic filing are maintained and up to date.

• Arranging and attending meetings as required, including taking minutes.

• Working with the Finance Team to process purchase orders, invoices, and expenses within agreed timeframes.

• Ensuring office-hour coverage and monitoring the compliance mailbox.

• Following policies and procedures clearly and identifying necessary amendments.

• Performing other relevant duties as required.

Job Work Environment

• Primarily office-based with computer use; occasional travel required (mileage claimable at casual user rates).

• Occasional out-of-hours work may be required.

• Possible attendance at lunch or evening meetings.

• Role involves handling difficult customer situations and complaints.

Employee Expectations (Woven)

Employees are expected to:

• Ensure no religious, political, or sexual discrimination, intimidation, harassment, or obscene behaviour occurs within the Association.

• Perform reasonable duties as directed by line management.

• Comply with all relevant Association policies, including equality, health & safety, and GDPR.

Required Criteria

EITHER:

• Level 2 qualification (or equivalent) and at least one year of relevant experience providing reception/administrative support in an office environment.

OR:

• Two years of relevant experience providing reception/administrative support in an office environment.

Relevant experience must include general office administration, telephone enquiries, and servicing meetings.

Additional required experience:

• Proficiency in Microsoft Office (Outlook, Word, Excel), demonstrated through work examples.

• High accuracy and attention to detail.

• Experience working professionally and confidentially with internal and external stakeholders (e.g., tenants/customers).

• Ability to use initiative and work effectively within a busy team.

Skills & Abilities

(may be assessed at interview)

• Strong organisational and administrative skills.

• Ability to meet tight deadlines and prioritise workload effectively.

• Effective verbal and written communication skills.