JOB ADVERTISEMENT

Customer Services Administrator
Reference: CSA/18

Closing Date: 4pm on Friday 8thJune 2018

South Ulster Housing Association, a community-based Housing Association in Portadown now wishes to recruit for a Customer Services Administratoron a permanent basis.We are looking for a positive and innovativeCustomer Services Administrator to join ourenthusiastic Team. To be successful, you will need to have comprehensive knowledge and experience of delivering a quality, customer focussed service in a demanding service environment.

Candidate Information Pack and Application Form can be downloaded or alternatively please request by email quoting reference code CSA/18(CVs will not be accepted).

South Ulster Housing Association is an Equal Opportunity Employer

South Ulster Housing Association

Customer Services Administrator

Candidate Information Pack

May 2018

Closing Date: Application Forms must be received by 4.00pm on Friday 8thJune 2018

Appointment of Customer Services Administrator

INFORMATION PACK CONTENTS

  1. The Recruitment and Selection Process
  2. Job Description and Personnel Specification
  3. Summary of Terms and Conditions
  4. Employment Policies

An Equal Opportunities Monitoring Form is also included in the pack and should be completed and returned in a sealed envelope with the application form.

The Recruitment and Selection Process

How to Apply

  1. If you wish to apply for this post you should examine the Job Description and Personnel Specification carefully to assess whether you meet the essential and/ or desirable criteria for the post and then complete the application form.
  2. It is important you complete the application form in FULL. Incomplete applications will not be considered. CVs will also not be considered in place of an application form.
  3. Please note the closing date below.
  4. Completed application forms should be returned by email to or returned by post to South Ulster Housing Association, 18-22 Carleton Street, Portadown, Armagh, BT62 3EN.

Conflicts of Interest

If a prospective candidate has any actual or potential conflict of interest with the activities of South Ulster Housing Association, this should be declared clearly in the application. Any indirect association of this kind through any family member or partnership must also be disclosed.

Closing date

Applications should be received by 4.00pm on Friday 8thJune 2018. Late applications will not be considered.

Short Listing Decisions

Only those candidates who clearly demonstrate that they possess allessential and/ or desirable criteria outlined in thePersonnel Specification will be shortlisted for interview. We reserve the right to enhance criteria in order to facilitate the short-listing process. It is therefore essentialthatyour Application Form containsfull concise information and evidence relevant to the position. Application forms may be supplemented by continuation sheets as necessary. Those who have not been shortlisted will be notified.

Interviews are expected to take place week commencing 18th June 2018.

Pre-appointment Enquiries

If you are successful, you will receive an offer of employment conditional upon receipt of satisfactory vetting, references (to be determined at the sole discretion of the employer), pre-employment health check and confirmation of relevant qualifications. Subject to satisfactory completion of these pre-appointment enquiries, you will be invited to take up the post as soon as possible. We would emphasise that these enquiries will be carried out in full compliance with our Equal Opportunity and Data Protection policies.

Job Description

Post Title: Customer Services Administrator / Department: Housing Management/Property Services
Responsible to: Head of Property Services & Procurement
Job Purpose:
To provide a high quality, customer orientated, comprehensive first point ofcontact and reception service to all internal and external customers.
To provide a support service to the Property Services and Housing Management Teams, and to undertake administrative tasks.
Job Activities –
MAIN DUTIES OF THE POST:
Reception and Telephone Service
  • To provide a front-line reception service including telephone and counter enquiries:
-To answer telephone, screen and direct calls,
-To take and relay messages,
-To provide information to callers and visitors to the office,
-To direct visitors to the appropriate destination, escorting them to meetings where necessary,
-To deal with queries from the public and our customers,
-To monitor and record movements of staff in and out of the office to ensure lone working safety requirements.
  • To be a fully integrated member of the Team, ensuring that adequate, professional cover of reception is provided at all times.
  • To ensure that payments over the counter are recorded in line with policy and procedure.
  • To maintain a tidy office and work environment at all times.
  • To ensure that the reception area is maintained to the appropriate standard.
Administrative
  • To fully utilise the Association’s IT packages including word processing, Excel, Powerpoint, Access, Outlook and Publisher.
  • To receive the Association’s post, to issue acknowledgements if required, to log and distribute within appropriate timeframes.
  • To operate the franking machine and dispatch the Association’s post.
  • To produce and send mail merges and Association mail outs.
  • To administrate the Association’s “info” e-mail.
  • To file and archive.
  • To ensure that the Tenants Charter is being adhered to.
  • To ensure tenant accounts are maintained and updated onto the in-house IT system as and when new information is received.
Hospitality
  • To ensure hospitality is ordered in a timely fashion, with dietary requirements being catered for
  • To provide hospitality to meetings/training sessions, including setting up meeting rooms, preparing refreshments, organising catering, and clearing away/tidying meeting rooms
Property Services
  • To receive maintenance requests from tenants, staff, and joint management partners, and issue appropriate works orders to appointed contractors
  • To provide an efficient, responsive and excellent customer focused Property maintenance service to the Association’s customers
  • To liaise with tenants to promote knowledge of the maintenance service, planned works and facilitate greater information and choice
Housing Management Services
  • To manage or direct housing related enquiries from applicants and tenants of the Association
  • To provide an excellent customer focused Housing Management Service to the Association’s customers and potential customers
General Duties
• To support the aims and objectives of the Association by providing back up for the following:
-Production of tenant newsletter,
-Provision of administrative support to the Development and Finance Departments when required,
-Recording and monitoring responses to complaints,
-Recording compliments received by the Association,
-Maintaining list of stakeholder contacts,
-Archive filing,
-Ensuring office is stocked with current information leaflets through liaison with housing officers,
-Maintaining the housing officers patch list,
-Maintaining the organisational chart,
-Ensuring that up to date information is readily available to staff to ensure that notice boards are kept up to date,
-Assisting in the issuance of bi-annual rent statements.
General Requirements
The post holder must ensure that the Association’s Health & Safety Policy and procedures are complied with and also that the Association’s Equality Opportunityand Data Protection Policiesare observed at all times.
To understand diversity issues when dealing with our customers and to be able to demonstrate, explain and interpret policy and procedures to residents and partners in a clear and customer friendly way.
To undertake any other duties that may reasonably be requested including attendance and participation at meetings, and relevant training.
Staff are required to be flexible in their work and to co-operate with their colleagues for the efficient, effective and economic operation of the Association and carry out any other duties within reason and competence.
General Principles
  • The post holder shall, at all times comply with the Association’s policies and procedures as defined in the Employee Handbook.
  • All employees have a personal responsibility to promote and to support measures designed to create a working environment that is free from harassment or discrimination on the grounds of religion, community background, gender, marital status or disability.
The above is given as a broad range of duties and responsibilities and
is not intended as a complete description of all tasks

Person Specification

Category / Essential / Desirable
Education
Experience
Knowledge
Skills
Special Conditions /
  • At least 5 GCSE passes (including Maths and English) at Grade C or aboveor equivalent
  • Minimum of 1 years’ previous relevant experience in a busy office environment
  • Experience of providing excellent customer care and delivering a high quality, customer focussed service
  • Working knowledge of general office systems, practices and procedures
  • Working knowledge of the MS Office suite of computer applications in particular Word and Excel
  • Ability to assimilate and analyse information
  • Effective organisational skills, planning and prioritising
  • Effective interpersonal skills with the ability to relate to a wide range of stakeholders
  • Effective communication skills (verbal and written)
  • Ability to meet deadlines consistently and in a timely manner
  • Ability to challenge in aconstructive manner
  • Innovative approach to problem solving and results focused
  • Ability to work effectively with a minimum of supervision
  • Ability to work effectively on own or as part of a team
  • Availability to attend evening and weekend meetings
/
  • Experience of working with the general public/ Housing Association sector

Summary of Terms & Conditions of Service

Salary Scale: / £15,115 - £15,807 Points 7-11
Hours of Work: / 37 hours per week, Monday to Friday.
Leave Entitlement: / 21 days per annum
Place of Work: / Offices of South Ulster Housing Association Limited
18-22 Carleton Street
Portadown
BT62 3EN
Notice Period: / 1 Month
Pensions: / South Ulster offer a contributory pension scheme, further details of which will be discussed at job offer stage.
Private Medical Insurance / We offer Private Medical insurance for all staff available after completion of probation, with the option to add family members at preferential rates.
Flexible working / We operate a flexi time scheme allowing for flexible working arrangements outside of core hours.
Probation: / You will be on probation for a period of up to six months.

Employment Policies

The appointment is subject to satisfactory employment references, satisfactory checks of qualifications and a medical check.

As part of the selection process for the vacancy, you will be asked to provide, in confidence, evidence of entitlement to work in the UK and any criminal history information.

You are invited to complete and return the Equal Opportunities Monitoring Form to assist us in monitoring our Equalities Policy.

The information provided by you on the Equal Opportunities Monitoring Form will not be made available to the selection panel. Statistical and anonymous reports will be produced for monitoring purposes from the information contained in the document for submission to the Equality Commission on an annual basis.

The information provided by you on the application and any supplementary forms will be used for the purpose of selection, recruitment and any further subsequent employment related administration if the application is successful.

South Ulster Housing Association is an Equal Opportunity Employer