Location: This position is head office based with the expectation of office working for 5 days per week.
Objectives of the role:
• Process & record property enquiries from Managers, Licensees, Stakeholders & 3rd parties
• You will be the 1st point of contact for urgent Health & Safety / Business Critical Property enquires. Clarifying detail establishing urgency / providing initial guidance to relevant party.
• Determine responsibility for repair issues (licensee agreements and service charges) and advise the licensee accordingly.
• Liaise with contractors to provide licensees and Stakeholders with updates on estimated work,
• commencement dates, ensuring all parties are kept informed and internal system updated.
• Confirm completion of works with contractors and processing of recharges when required.
• Determine the correct accounting code when processing orders to maintain budget levels.
• Obtain relevant authorisations from Stakeholders.
• Communication with internal departments following works to maintain fixtures and fittings inventory.
• Assist in driving contractor performance through feedback on time, cost, and quality assessments.
• To provide general support to the Statutory Compliance Department as required at peak times or absence cover.
• To log and follow through the support required with insurance claims, liaising with Stakeholders, Contractors, and Insurance Companies.
Key Responsibilities:
• Process repair calls, emails, and general queries from Managers, Licensees, Admiral stakeholders and third parties
• Liaising with other departments within Admiral to manage processes and updates
• Manage incoming Quotes
• Budget Allocation
• Tenant Recharges
• Deal with general account queries involving work orders raised
• Awareness of health & safety, environmental health and trade critical issues and prioritise jobs accordingly
• Awareness of reported issues which could be potential insurance claims and handle accordingly
• Monthly catch-up calls with Internal Stakeholders on outstanding property issues
• Work within the guidelines and always maintain GDPR requirements
Skills and Experience:
• Customer Service and telephony experience essential
• Excel and Outlook skills (including Inbox management) essential
• High degree of accuracy and attention to detail
• Great organisational skills and ability to prioritise and work to tight timescales
• Excellent communication skills, both written and verbal
• Flexibility to cover other departmental tasks or assist as required
• Good team player
• Able to manage difficult conversations
• Property Helpdesk experience is desirable but not essential
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