Customer Service Administrator

About Us
The mission is to address the housing shortage in the Borough, delivering half of our homes at genuinely affordable levels. Since the inception, the has become a leading provider of both affordable and privately rented homes. Our profits are reinvested into delivering more high-quality homes for residents, fostering communities where people can thrive. Our commitment to "Making home" means we focus on building better homes and communities. We ensure our developments are spacious, environmentally friendly, and designed to high standards. Together with the Council, we are dedicated to serving the people, through exceptional customer service and long-term commitment to our tenants.

About the Role
We are seeking a Customer Service Administrator to be the first point of contact for our Customer Services Team. This role involves handling resident enquiries related to housing management, repairs, maintenance, and complaints, as well as supporting the management team with general administrative functions.

Key Responsibilities

Manage incoming calls and emails, resolving customer enquiries or directing residents to relevant information and self-service options.
Record all customer enquiries and repairs in our customer relationship management system.
Log maintenance enquiries with contractors, close repair work orders upon completion, and process invoices.
Conduct post-completion customer satisfaction surveys.
Schedule appointments for new customers interested in viewing available properties.
Provide ad-hoc administrative support to the property management team as needed.Role Competencies

Experience in the private housing sector or local government preferred.
Exceptional customer service and listening skills; calm, empathetic, and professional demeanor.
Strong IT and keyboard skills.
Excellent written and verbal communication abilities.
Ability to prioritize workload and meet Key Performance Indicators (KPIs).
Customer-focused with a positive, can-do attitude.
Experience working in a performance-driven environment and as part of a team.
Willingness to undertake relevant ongoing training and development.Personal Style and Behavior

Takes ownership and accountability for resolving customer enquiries.
Trustworthy and credible, serving as an excellent role model.
Highly motivated with strong work standards and ethics; a team player.
Confident with strong interpersonal skills, capable of liaising with numerous stakeholders.
Ability to make sound judgments in challenging situations.
Understands and contributes to wider organizational strategic and operational objectives.About You

Excellent interpersonal skills with the ability to demonstrate tact and diplomacy.
Logical and practical approach to problem-solving.
Strong organizational and prioritization skills, able to manage a varied workload and meet KPIs.If you share our values of diversity, inclusion, and community, and are eager to contribute to making Newham a better place to live, we would love to hear from you. Apply now to join our ambitious and dynamic team