Job Description
21hrs per week Mon - Fri
Leave 34 days rising to 39 days(pro-rated for part-time hours)
Hybrid Working
Defined Contribution Pension Scheme
*Staff Benefits avalible after completion of probation period
JOB PURPOSE
Responsible for delivering high-quality customer care and housing support through consistent administrative assistance and effective communication. The role ensures housing procedures and standards are maintained, supporting both colleagues and service users in a courteous and professional manner.
This role underpins the smooth operation of the team through accurate record-keeping, advice provision, and supporting key organisational objectives within a routine, process-driven environment.
KEY RESULT AREAS
Principal Duties & Responsibilities
- Maintain the Association’s high level of service to customers to deliver consistent outcomes.
- Provide a comprehensive administrative support function to the Housing Management team to enable effective operations.
- Provide a first line response for the Housing Management team, with the aim of resolving queries at the first stage.
- Process enquiries across all channels and provide housing advice and guidance (including but not limited to) tenancy, complaints and garage lets/arrears to achieve timely, accurate responses that meet and achieve KPI’s.
- Apply procedures to book and follow up repairs and appointments, liaising with internal stakeholders, tenants and contractors to meet timescales and avoid complaints
- Update and verify records in housing and CRM systems to maintain data integrity and audit trails.
- Apply procedures to book and follow up repairs or appointments, liaising with contractors to meet timescales.
- Prioritise workloads within guidelines and escalate non-standard issues to the manager for resolution.
- Process payments and input correct financial data to support accurate records.
- Undertake first stage complaints handling with the aim of resolving complaint.
- Undertake any other duties as reasonably required to support the organisation.
Key Relationships – Internal & External
- Asset Management
- Finance
- Contractors
- Suppliers
- Customers
- Local Authorities
- 3rd party providers
- Solicitors.
Health & Safety
- Ensure that Health and Safety guidelines and fire regulations are strictly adhered to.
- Comply with safe working practices as defined by Almond Housing Association.
- Complete online training as and when required.
- Take reasonable care for your own health and safety and that of others who may be affected by acts or omissions at work.
- Report any accidents, incidents or near misses as soon as reasonably practicable.
General
- Be aware of and adhere to Almond Housing Association policies at all times.
- Take part in progress/performance reviews throughout the year.
- Cooperate with other Almond Housing Association departments to achieve good outcomes for our residents, applicants, colleagues, and contractors.
- Attend training courses and complete online training modules as required to meet the requirements of the post.
- Take responsibility for own personal development, seeking out opportunities to learn new skills.
- Undertake any other duties as requested by management which are reasonably deemed to be within the scope of the role or necessary for the smooth running of the business.
Other
- Apply the Almond Housing Association values and behaviours to every aspect of the role at all times.
- Protect and enhance the interests and reputation of Almond Housing internally and externally.
Person Specification
Essential (E)
Desirable (D)
Experience
Demonstrable experience in an administrative role. (E)
Demonstrable experience in a customer service role. (E)
Demonstrable financial administration skills. (E)
Working within a Housing Environment. (D)
Knowledge
Awareness of sector. (E)
Awareness of GDPR. (E)
Awareness of complaints handling. (E)
Awareness of tenancy regulations. (E)
Skills
Developed customer service skills. (E)
Developed IT skills. (E)
Developed communication skills verbally and in writing. (E)
Personal attributes
Excellent organisational and planning skills to cope with a varied workload and the ability to handle change and prioritise work accordingly. (E)
Ability to work under pressure and prioritise work to meet deadlines. (E)
Motivated and enthusiastic. (E)
Committed to ensuring high standards. (E)
Confident in own skills and abilities and able to work as part of a team or on own initiative. (E)
Committed to our values of:
Work together
Open to change
Respect
Kindness
Social
Additional requirements
Must be able to work x2 days a week at the office in Livingston.
*Additional Benefits include 9-day-fortnight, cost towards gym membership, cycle to work and wellbeing initiatives.
Contact Details:
Almond Housing Association Recruitment Team
