Job description

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CUSTOMER SERVICE ADMINISTRATOR

5 DAYS PER WEEK, MON – FRI 9.00am to 5.00pm (Flexitime)

Salary £24,200

Car allowance of £1,220 may be payable longer term

10% Pension Contribution (£2,420pa)


All applications received by Friday 23rd May 2025 will be considered

Applications will continue to be accepted until post is filled

Family Housing Association is a charity that provides 401 homes in Birkenhead, Wallasey and Port Sunlight, to people in housing need. We pride ourselves in providing a professional, caring and supportive services to our tenants.

We are looking to recruit a Customer Service Administrator to join our small team based in our office in Birkenhead. This is an office-based post, reporting to the Operations Manager. The successful candidate will work closely with our existing staff in a wide-ranging administrative role.

They will provide first-class customer service and have a friendly and professional manner. They will strive to improve the quality of life of tenants by providing the best possible services.

They will be an excellent team worker with exceptional communication skills and will be capable of building strong relationships with tenants, colleagues, contractors and the local community.

They will be able to travel independently around Wirral.

This is considered a permanent position, subject to a twelve-month probationary period. Annual Leave entitlement is 23 days initially, increasing annually by 1 day per annum up to a maximum of 28 days. In addition, they will not work Bank Holidays or the three days between Christmas and New Year. Working hours are Monday to Friday, 9am to 5pm (35 hours). Flexitime is also available (arrive between 8am and 10am; leave between 4pm and 6pm). Family Housing Association is a member of the Social Housing Pension Scheme and the successful applicant will be enrolled into a Defined Contribution Pension Scheme where Family Housing Association contributes equivalent of 10% of the employee’s salary and the employee makes a pension contribution of their choice.

For more information, please visit our website at www.familyha.org and if you wish to apply, either complete the online form or e-mail / post a completed application form. All applications received by 23rd May 2025 will be considered. Applications will continue to be accepted until post is filled.


Job Description

Main Purpose:

Working as part of a small team you will fulfil an important role in delivering Family Housing Association’s aim of providing the best possible services to our tenants. You will help provide vital front-line services to our tenants, answering telephone calls, entering and processing repairs and liaising with contractors. You will have a friendly and professional manner and will build a strong relationship with our tenants, listening to their concerns and helping where you can. You will provide administration support to the team performing a wide range of administrative tasks including data entry, preparing and sending letters, making appointments, photocopying, scanning documents and filing. You will also spend some time out of the office, visiting properties across Wirral, to visit tenants and deliver documents, so a full driving licence and access to a car would be beneficial. There will be some lone working required so the ability to work independently is required. Through a positive, supportive, and friendly approach you will help to build positive professional relationships with other Staff, our Contractors, our Tenants, and the local community.

Key Areas of Responsibility

Answering telephone calls and speaking to visitors to the office, listening to their concerns and providing advice and support where possible.

Process repairs on our systems, liaising between tenants and contractors.

Data entry onto various systems to support the team.

Scanning and organising electronic documentation.

Arrange appointments for visits, sending out letters and schedules to tenants, preparing survey forms and liaising with tenants over access.

Follow up reports of damp and mould until tenants confirm it is resolved.

Assist with preparation of appropriate paperwork for the annual rent increase.

Assist with the collation of Board and Committee Papers.

Schedule visits, liaising with the team and tenants.

Assist with managing electricity and gas bills for empty properties.

Visit tenants and process any repairs identified.

Work effectively with other team members to meet objectives and targets.

Monitor email accounts and process incoming and outgoing post.

Attend appropriate regular training as identified in one-to-one meetings with your line manager.

Carry out any other duties within the scope, spirit and purpose of the job as requested by management.