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GEM is a rapidly expanding, London-based SME delivering mechanical and electrical services for both the public and private sector. We provide a variety of services from one off installations and servicing, to capital investment schemes and planned preventative maintenance programs with an emergency call out service 24 hours a day, 365 days of the year. Under the direction of SHEQ Management Personnel, the Compliance Supervisor will oversee the implementation and maintenance of the company’s SHEQ management system to ensure compliance and ongoing ISO 9001, 14001 and 45001 certifications.
We are seeking a Senior Projects Administrator to play a vital role in our service delivery and communication with key stakeholders across all contract types. These stakeholders include clients, residents, MPs, councillors, and community representatives. This pivotal position involves managing administrative functions, coordinating projects, and supporting the efficient operation of our housing maintenance department.
You will also be instrumental in embedding social responsibility initiatives into our social housing maintenance and repair projects—promoting community engagement and helping to deliver lasting positive social impact.
Key Responsibilities
* Identify and correctly handle initial key stakeholder dis-satisfaction in the first instance and manage effectively to prevent complaint escalation where possible.
* Keep the Company’s complaint log up to date and convert key data into information to report on trends.
* Provide recommendations on how GEM can improve its service based on trends and findings from investigations.
* Liaise with key stakeholders and ensure they are advised of outcomes following communication.
* Manage compensation or goodwill gesture arrangements if required and follow the correct process to have such arrangements agreed and approved by the Customer Service Manager/Contract Manage.
* Develop effective working relationships with client representatives including housing and disrepairs department to reduce duplication and ensure consistency of information and approach keeping tenants fully informed about building works and programmes.
* Attend Tenants and Residents Association meetings when required.
* Produce and populate a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
* Carry out any other ad hoc duties necessary for the essential/operational running of the business as instructed by Line Manager or Directorate.
Project Responsibilities
* Assist in planning, organising, and coordinating housing maintenance and repair projects.
* Liaise with contractors, suppliers, and internal teams to ensure timely and efficient project delivery.
Social Values Responsibilities
* Lead on Social Value commitments by embedding community engagement and sustainability into projects.
* Identify and implement opportunities for positive social impact.
* Build strong community relationships and measure the outcomes of social initiatives.
* Produce reports on community engagement, environmental impact, and improvements to residents' quality of life.
Qualifications
* GCSEs (or equivalent) in Maths and English (grade C or above).
Knowledge
* Essential: Strong understanding of customer care, particularly for vulnerable residents and those with special needs.
* Essential: Proven experience in delivering excellent customer service through stakeholder engagement.
* Essential: Familiarity with complaint procedures and handling processes.
* Desirable: Knowledge of mechanical & electrical or reactive maintenance contracts within building services.
Skills
* Strong problem-solving ability with a proactive approach to resolving issues.
* Comfortable working in a fast-paced, reactive environment.
* Capable of working independently while knowing when to seek support.
* Highly organised with excellent attention to detail and quality control.
* Strong interpersonal and communication skills, both verbal and written.
* Accuracy and professionalism in all documentation and reporting.
Experience
* Experience working with Local Authorities, Councils, or Housing Associations.
* At least 3 years in a Resident Liaison Officer (RLO) or customer service role.
* Background in project administration or coordination, ideally within social housing or construction.
GEM Benefits Package:
* Holiday entitlement of 22 days in a complete holiday year, plus 1 day after each successful year of employment (capped at a total of 27 days after 5 years).
* Private Medical Insurance
* Health Cash Plan
* Contributory Pension Scheme
* Car Lease Scheme via Salary Sacrifice
* Employee Assistance Programme
* Cycle to Work Scheme
* MyMindpal App
* Financial Wellbeing
* Retail Savings Platform
Terms and Conditions:
This is a full-time permanent role based in North London. Salary starting at £30,000.
If you are a good fit for this role please apply within or send CV directly to Hazel on Hazel.chihuri@gemebs.com
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Project Management and Information Technology
* Industries
Construction
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