Administrator

Responsibilities

General Role Expectations

• Administer Woven’s complaints process, including receiving, recording and acknowledging complaints and ensuring they are allocated promptly to the appropriate team or investigating officer.

• Monitor complaint timescales and outstanding actions, providing appropriate reminders and escalating cases that are at risk of exceeding required response times.

• Maintain complete, accurate and up-to-date complaint records, including customer contact, correspondence, outcomes, actions and other relevant information.

• Liaise professionally and sensitively with tenants, customers, colleagues and other stakeholders regarding complaints and enquiries, whether in person, by telephone or in writing.

• Obtain and collate relevant information and documentation required to support the investigation and resolution of complaints.

• Support the preparation and administration of complaint correspondence and ensure final responses and associated records are appropriately recorded.

• Assist with monitoring and reporting on complaint performance, themes, trends, outcomes, learning and service improvement actions, including monthly KPI and management information.

• Collate customer feedback and highlight recurring issues, emerging themes or areas of concern to the line manager.

• Proactively contribute to improvements in Woven’s services arising from complaints, customer feedback and operational experience.

• Provide administrative support to the wider Homes, Communities and Customer service, including housing register, rent account, void, allocation and anti-social behaviour administration, as required.

• Maintain and update relevant Housing Management Systems, spreadsheets and other records, and undertake correspondence, mail merges and general administrative duties.

• Maintain records in accordance with Woven’s policies, data protection requirements, confidentiality requirements and relevant quality standards.

• Maintain appropriate electronic filing systems to ensure information is accurate, accessible and up to date.

• Arrange and service meetings as required, including preparing documentation and taking accurate minutes/action notes.

• Work collaboratively with colleagues to ensure appropriate service and administrative cover during office hours.

• Follow Woven’s policies and procedures and proactively identify where procedures, guidance or administrative processes may require review or improvement.

• Undertake other duties appropriate to the nature and level of the post.

Skills / Experience

Essential

• Experience of working with internal and external stakeholders, e.g. tenants and/or customers, in a confidential and professional manner.

• Experience of dealing sensitively with challenging, dissatisfied or distressed customers.

• Experience of working towards deadlines and effectively prioritising competing demands.

• Proficient in the use of Microsoft Office applications including Outlook, Word, and Excel. (demonstrated by work examples)

• Experience of working on own initiative and working effectively as part of a busy team.

Desirable

• Experience of housing administration either in the public or private sectors.

• Experience of using a Housing Management Information System to input and retrieve data and generate reports.

Values and Behaviours

People – Listen to customers to understand their experience and champion their needs; work flexibly with team to meet the needs of the customer and the business; promote adherence to relevant policies, procedures, regulations and legislation, including security, equality and diversity and health and safety.

Integrity – Demonstrate and follows the core values of the Association in own activities and behaviour; respects confidentiality; uses resources effectively and efficiently.

Quality – Reviews working practices to come up with ideas to improve the way things are done; co-operates with and be open to the possibilities of change and consider ways to implement and adapt to change in own work; is constructive in raising issues with managers about implemented changes and the impact these are having on service.

Integration – Listens in order to understand the requirements of others without making assumptions; treats others fairly, impartially and as individuals; actively seeks input from a diverse range of people; recognises their role in creating a workplace environment that encourages equality, diversity and inclusion; promotes an environment where others feels respected.

Engagement – Proactively contributes to the work of the whole team; seeks help when needed to complete own work effectively; Is open to taking on different role; listens to the views of others, show empathy and sensitivity towards others.

Qualifications:

Essential

• Hold a Level 2 qualification or equivalent and a minimum of one years’ *relevant experience providing reception / administrative support in an office environment.

OR

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

*Relevant experience must include:

• Updating and keeping accurate records.

• Typing letters.

• Mail merges and updating of spreadsheets.

• Assisting in the preparation of reports and statistics.

Skills & Abilities (to be tested at interview)

• Ability to communicate effectively and professionally with customers and staff at all levels both verbally and in writing.

• Effective organisational and administration skills.

• Ability to manage competing priorities, monitor deadlines and progress outstanding issues.

• Ability to remain professional and effective when dealing with challenging or sensitive situations.

• Ability to produce accurate work with a high level of attention to detail.

• Ability to handle sensitive and confidential information appropriately.

• Ability to identify issues and escalate matters appropriately.