Total leave 34 days rising to 39 days after 5 years 36 hour week [1] Pension Scheme Private Health Care Gym Membership [subsidised] MAIN OBJECTIVES of the POST Be the principal point of contact for customers, particularly around reporting repairs. To ensure that the Almond Housing Association’s (AHA) high level of service to the public is consistently delivered. External and internal customer service is paramount.The postholder is responsible for ensuring high quality support is provided to all internal or external customers and stakeholders. To provide an administrative support function to the customer facing teams. Ensure that AHA’s policies and procedures are complied with, along with all relevant codes of conduct, regulations, and legislative requirements. ACCOUNTABILITY To a front-line services manager on a day-to-day basis. Accountable to the Board of Management through the Directors and Chief Executive. PRINCIPAL DUTIES Customer Services Provide first class customer service at all times to ensure that AHA meets and endeavours to exceed customer expectations. Proactively manage relationships internally and externally. Constantly portray a professional image to colleagues and customers in person and in all communications. Promote and foster a strong, ethical, friendly and efficient team culture and working environment. Respond to customers enquiries in a timely and professional manner, in accordance with AHA’s policies and procedures, focusing on the provision of excellent customer service at all times. Constantly maintain a high level of confidentiality and discretion with all information relating to the business. Understand the functions, remits and responsibilities of each department and how these support the objectives of the business. Take part in a duty rota providing phone cover for the business and front desk reception cover. Administrative Support All administrative duties associated with front line and repairs services, including mail merge tasks, updating system information, contractor no accesses, invoice checks, setting appointments, processing callouts Deal with telephone enquiries for all customer services matters aiming for first call resolution. Recording, ordering and processing repair reports and works orders, invoices, investigating delays, repair histories and the progress of repairs in an efficient and effective manner. U pdate and accurately record information relating to the Asset Management service on housing management system, processing data from the computerised system, using word processing and spreadsheet packages as required. Give general advice to tenants on all matters relating to their tenancy or direct them to the appropriate person or service. Assist with Estate Management by recording information following visits by Housing and Property Officers. This includes diarising future visits, coordinating information from the monthly stair cleaning report, raising inspect lines for repairs as required and liaising with contractor. Assist with tenant surveys as appropriate Obtain tenant information to ensure our tenant profiling is up to date and accurate. Such as up to date contact information or specific services needs of the customer. Dealing with tenants’ complaints in line with AHA’s procedures, within prescribed timescales, ensuringany issues identified are monitored and communicated through to resolution. GENERAL Comply with AHA’s Health and Safety Policy, reporting any matters of concern to your line manager. Comply with AHA’s Code of Conduct. Actively promote AHA’s Equality and Diversity Policy and practice in all aspects of the job role as it relates to colleagues, tenants, service users, contractors. Contribute constructively to team meetings and the achievement of team objectives. Ensure that all contacts are prioritised and concluded satisfactorily. Contribute to AHA’s values and positive culture PERFORMANCE STANDARDS Responsibility to adhere to and achieve AHA’s performance standards. OTHER DUTIES Such other relevant duties as may be determined from time to time. September 2025.