Job Title: Helpdesk Admin/Planner
Location: NW2
Salary: £30000 Per Annum
Sector: Social Housing
MUST HAVE ADMIN EXPERIENCE WITHIN SOCIAL HOUSING SECTOR – fulltime office based
A Helpdesk Administrator in social housing acts as the primary point of contact for residents reporting repairs, acting as the bridge between tenants and maintenance teams. The role requires high-volume call handling, repair scheduling, and managing contractor diaries to meet strict service level agreements (SLAs).
Key Responsibilities
- Call Handling & Customer Service: Acting as the first point of contact for residents reporting reactive repairs via phone and email, providing a empathetic and professional service.
- Job Logging & Maintenance Systems: Using specialized software (e.g., Civica Cx, Orchard) to log, classify, and track repair jobs, ensuring accurate data entry.
- Planning & Scheduling: Coordinating the daily diaries of trade operatives (plumbers, electricians, carpenters) to maximize efficiency and follow-up on repair works.
- Contractor Liaison: Communicating with subcontractors and operatives to ensure repairs are completed within agreed contract SLAs.
- Administrative Duties: Processing invoices, updating client portals, managing timesheets, and updating customer files, such as void property management.
- Complaints Handling: Handling tenant enquiries regarding maintenance requests, managing expectations, and managing complaint records.
Person Specification
- Experience: Previous experience in a helpdesk, scheduling, or administration role within social housing, construction, or a similar maintenance environment is highly desirable.
- Communication: Exceptional telephone manner and communication skills, with the ability to deal with sensitive issues and challenging callers.
- IT Skills: Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with housing management systems or maintenance databases.
- Attributes: High attention to detail, ability to work well under pressure, and strong organizational skills to multitask in a fast-paced environment.
If you feel this Helpdesk Admin position is of interest to you, please either apply for the position directly or . PLEASE email CVs to:
