Job title:

HSC Administrative Assistant (Front Desk)

Post holder:

Department:

Housing Services Centre

Location:

Bournemouth

Responsible to:

HSC Front Desk Manager

Job purpose:

The postholder is responsible for providing an efficient clerical support service to the Housing Services Centre, and is responsible for gathering and inputting customer feedback data in line with Stonewater’s established policies and procedures, ensuring that the Housing Services Centre service levels to its stakeholders are met.

Responsible for/duties:

1. Acknowledging and processing all email enquiries into the Housing Services Centre within target times, courteously and maintaining high standards in customer care.

2. Receiving, acknowledging and resolving, where appropriate, telephone and written enquiries, keeping customers regularly updated as appropriate. Referring issues which cannot immediately be resolved to the Senior Advisor

3. To issue repair orders within authorisation limits and timescales, liaising with our Technical Team when appropriate.

4. Ensure all emergency orders have been received by contractors on a daily basis.

5. To carry out Customer Satisfaction Surveys inline with our Insight Project and specified targets.

6. To accurately log all compliments, comments and complaints received by Stonewater, referring customer complaints to the relevant department within the established timescales.

7. Report on abandoned calls to the Housing Services Centre and ensure customer enquiries have been resolved and assist where necessary.

8. General office duties such as filing, photocopying, typing and other similar duties as may be required.

9. Complying with security, data protection and confidentiality policies and legislation; alerting line manager of any incidences or breaches or any inaccuracies in the data held.

10. May be required to participate in Business Continuity (BCP) activities.

11. Are required to comply with Stonewater’s Equality and Diversity Policy and procedures and may be required to participate in promoting them.

12. Will be required to carry out any other duties of a similar nature and type, and carrying the same level of responsibility, as may from time to time be directed by Stonewater through your line manager.

13. Undertaking such flexible and additional working hours as may be necessary, within reason, to facilitate the efficient fulfilment of Stonewater’s services.

14. Comply with all relevant Health and Safety policies and procedures including general statutory responsibilities as an employee plus those specific to the post.

Staff subordinates:

Supervised

None

Competencies required:

1. Must be numerate and literate.

2. Must be computer literate and experienced in Microsoft Word.

3. Able to communicate effectively at all levels and in all mediums.

4. Within set procedures be able to prioritise work, use own initiative and meet deadlines.

5. A positive approach and attitude and commitment to customer service.

6. Ability to work under pressure.

7. Self motivated, but with the ability to also work as part of a team.

8. Customer care work experience.

9. High personal standards and prepared to be flexible.

10. Ability to analyse and interpret a wide range of information and communicate it to others.

Qualifications required for the satisfactory performance of these duties:

At the discretion of Stonewater.

1. Minimum of 1 year experience in an administrative role.

2. Experience in a customer service environment.

3. Good typing skills – minimum RSA II.

Limitations:

1. You will be required at all times to comply with the Rules, Standing Orders and established policies and procedures of Stonewater.

2. You should comply with all relevant health and safety policies and procedures including general statutory responsibilities as an employee plus those specific to the post.

3. May not, except as authorised by specific or standing instruction, commit Stonewater contractually.

4. May not sign Tenancy Agreements.

5. May not undertake other than straightforward correspondence on behalf of a more senior officer.