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Receptionist/Facilities Assistant

  • Job reference: Homes England
  • Location: Coventry, West Midlands
  • Job type: Temporary
  • Area of Expertise: Administration Services
Closes in:
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Job description: An opportunity has arisen for a well-motivated and organised individual to provide an efficient and comprehensive service within the facilities team.
The successful Candidate will provide an efficient and responsive telephone answering and general enquiries handling service and to provide the first point of contact from a range of external stakeholders including members of the public, registered providers and local authorities. The purpose of the role is to provide an excellent level of customer service by ensuring that enquiries are dealt with professionally and in accordance with my client's service standards. The role is also to provide an efficient and responsive internal facilities service desk and act as the central contact centre in the event of a major incident.

Main Duties and Key Accountabilities:

To provide and efficient and responsive telephone answering and general enquiries handling service to external callers
To provide the first point of contact for dealing with general (non-regulation) enquiries received by telephone, email, letter and in person, from members of the public, and across a diverse range of external stakeholders including developers, local authorities and registered providers.
Ensure that all enquiries are dealt with promptly and in accordance with Service Standards, so that inbound queries are resolved where possible on first contact with the customer and/or referred to the appropriate officer for resolution where specialist / local knowledge is required. Monitor the progress of query resolution, liaising with staff as appropriate.
Regular liaison with the Complaints Officer, Information Access Officer and Referrals & Regulatory Enquiries Team (RRET) to ensure the resolution of complaints, Freedom of Information (FOI) requests and regulation enquiries respectively, within Homes England service standards and/or time limits laid down by statute.
Logging and subsequent monitoring of all general enquiries entered on CRM (Customer Relationship Management) database to ensure that Homes England Service Standards are met; encompassing sending out standard acknowledgment e-mails and liaison with internal colleagues where necessary.
Manage the CRM database ensuring accurate and relevant information records are maintained and produce management information reports in order to monitor performance against Service Standards and to inform the business of trends and issues captured as part of the enquiries processes.
Develop and maintain a broad knowledge of business and programmes, and the way its activities and operations are organised and delivered, in order to most effectively source the correct information required to respond to enquiries and enhance the service to customers as well as to colleagues.

Applicants should be confident in their own abilities and keen learners in order to fulfil the role to the best of your ability. If this sounds like you, and if you want to discuss the role further then please contact Tom at Service Care Solutions Ltd on 01772 208963, or alternatively send an updated CV to tom.lockwood@servicecare.org.uk