Role Overview - What is it?
You will be working in a busy department that manages the utility services for over 2,000 properties within a small well-established team.
This is a fast-paced environment which requires you to work at speed to ensure that you achieving targets and meeting Key Performance Indicators. You must be very organised and methodical in your approach to tasks.
This role requires you to interact with our residents, internal stakeholders, external contractors and energy providers so you must have an excellent telephone manner and be focused on providing excellent customer service.
Main Duties - What needs to be done?
Specific tasks are outlined (but not limited to) below:
* Allocating work to the team's Junior Administrators and supporting them in their role.
* Liaising with a wide range of utility companies and Local Authorities, including suppliers of gas, electric, water, broadband and council tax.
* Supporting tenants who have gone 'off service' for whatever reason.
* Requesting meter information from Property Managers.
* Data entry of bill information into THN systems.
* Dealing with incoming calls from suppliers, tenants and colleagues in the field.
* Understanding the requirements of CCTV use in THN properties and assisting in the management of the CCTV systems in use.
* Supporting other team members as and when required.
* Reporting on KPIs to the Utilities Manager.
* Dealing with Debt Collection Agencies, Solicitors and Courts to resolve cases where debt is disputed.
Relationships - Who will I be working / engaging with?
Internal:
* Utilities Team
* Landlord Services
* Property Managers
* Specialist Supported Housing Officers
External:
* External contractors, debt collectors, courts, and solicitors
* Energy companies
Competencies - Who with and your skill level?
Skills:
* Data Entry skills
* Common sense approach
* Ability to engage people
* Good telephone manner
* Ability to problem solve and find solutions
* Ability to work under pressure
* Basic IT skills including word and excel
* Good communication, organisation, and Customer Service skills
* Ability to multi-task
* Completer-Finisher
Knowledge:
* Previous experience as a Data Entry administrator or fast paced administrative role where accuracy was fundamental
Behaviour:
* Approachable, friendly
* Keen to support colleagues and ensure business is working cohesively and to the same objectives
* Keen on strong compliance culture
* Able to work without direction
* Adaptability and being prepared to help out if circumstances require
* We would expect you at all times to:
o act with integrity
o act with due skill, care and diligence
o act with professionalism
o be open and co-operative with colleagues
o act with compassion to those both within the Company and those who we support in the accommodation
General and Additional
* The responsibilities contained within this job description are indicative, but not exhaustive. As the role develops, the requirements of the post may change, and as such the post is subject to review in discussion with the post holder.
* The post holder may be required to undertake other duties from time to time as the organisation may reasonably require which are commensurate with the grade of the post.
* The post holder shall comply with the organisation's policies and procedures, ensuring appropriate actions and reporting protocols are followed at all times.
* The post holder shall attend regular staff or other related meetings, contributing positively where appropriate and relevant.
* Extensive travel across the UK may be required from time to time to support the delivery of role requirements, with you holding a full UK driving licence and access to private vehicle for business use when required.
* A Basic DBS is required for this position.