Workflow Coordinator
Hays Public Services are currently recruiting for a temporary Workflow Coordinator to work for a large housing association based in Dorchester.
The successful candidate will be responsible for the following
To diagnose and raise residents repairs over the telephone
To ensure that call handling targets are met
To deal with residents enquiries promptly and courteously within the specified targets
To provide efficient and effective customer service
To provide effective administrative, clerical and contract support to the building services team
To ensure that calls are answered in accordance with the performance indicator targets
To diagnose works correctly over the phone and raise works orders using correct sort code
To ensure repairs and inspections are accurately specified, coded to the correct budget including the correct urgency and recharge customers where appropriate
To undertake administrative duties such as completion of computer records, electrical Contractors Association documentation, confirmation letter to residents, filing and archiving
Process no action cards within specified time-scales and follow up with phone call and or letters
To process changes to repair orders prior to completion and invoicing repair orders
To complete and invoice internal repair orders
To raise rechargeable repairs
To liaise with colleagues, external contractors other departments and outside companies
To complete and process contractor invoices
To assist in the implementation of new IT systems and working practices.
To process out of hours repairs
Follow up results of written resident satisfaction surveys and report findings back to the Call Centre Manager
The successful candidate will have the following skills and experience
Effective verbal and listening skills
Communication skills
Customer care skills
Organised and flexible approach, able to prioritise, meet deadlines and pursue problems until resolved
Analytical and problem solving skills
Negotiating skills
Decision making skills
Operational awareness
Able to work well under pressure
Knowledge and experience of ICT
Ability to work as part of a team
An understanding of, and commitment to, equality and diversity
Ability to manage and prioritise a varied workload
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