Job Description and Person Specification - Spectrum Housing Group

JOB DESCRIPTION
Job title
Department
Reporting to
Work location
Maintenance Administrator
Maintenance (Isle of Wight)
Responsive Maintenance Co-ordinator
Ryde Depot
Grade B JE points 279
Job purpose
To provide administration support to the Responsive Maintenance
Team within the Maintenance Services Department.
MAIN RESPONSIBILITIES
To provide telephone support to the Responsive Maintenance Team, whilst demonstrating a
commitment to delivering high quality, consistent customer care.
- Maintain the standards of service outlined in the Customer Service Charter.
- Communicate efficiently and effectively with Customers, Contractors, and Housing
Sector Partners
- Communicate in a manner appropriate to customer needs
- Comply with the Call Handling Policies and Procedures
- Demonstrate commitment to confidentiality, equality and diversity, and best value.
- Contribute to the successful delivery of performance targets in accordance with our
Customer Service Standards.
Deal effectively with all calls received to include the accurate production of Maintenance
Works Orders, updating of maintenance records, issuing appointments at the point of call, and
successfully resolve enquiries and complaints.
- Maintain and update databases within the Maintenance System
- Correctly diagnose and issue maintenance works orders prioritised in accordance with
Customer Service Standards
- Take appropriate action to address emergency repair situations and arrange for
resolution
- Receive, progress, monitor and complete responsive repair requests
- Successfully allocate appointments for all works orders allocated to in-house teams and
contractors
- Follow up out of hours call reports, including the raising of works orders where required
- Follow up resident and contractor queries in accordance with Repairs and Maintenance
Procedures
- Input Tenant Satisfaction Questionnaire Returns
- Process and thoroughly review invoices within financial authorisation limit
GENERAL
To positively represent the Group to outside bodies in order to assist in the development and
strengthening of partnerships and communicating the Groups’ vision, values and strategic
aims.

To communicate effectively and work productively with all staff;
- To ensure the Groups’ strategic objectives are achieved
- To be a team player in all activities
To foster positive and productive working relationships with Board Members, Community
Forum members and colleagues.
To exercise a high degree of probity and personal integrity in dealing with both internal and
external stakeholders, contractors, suppliers, and agencies.
To always approach work with the aim of fulfilling the stated values of the Group, and to
adhere to the terms of the Staff Handbook.
To undertake any other tasks which might reasonably be requested by their line manager.
HEALTH AND SAFTEY
All employees must observe and continually promote Spectrum Housing Groups’ policies and
procedures for Health and Safety.
EQUALITY DIVERSITY AND INCLUSION
All employees must observe and continually promote Spectrum Housing Groups’ Equality
Diversity and Inclusion policy.
• All employees must observe & comply with the Group’s Policies and Procedures for
Health & Safety.
• All employees must observe & continually promote the Group's Equality, Diversity &
Inclusion Policy.
This is a description of the job as it is presently constructed. This will be reviewed
periodically and updated to ensure that the job description fully reflects the
responsibilities of the job.
Description prepared by:
Employee name:
Employee signature:
HR Officer name:
HR Officer signature:
Date:
Date:
Date:

PERSON SPECIFICATION
Job title
Department
Section
A. Qualifications
B. Experience
C. Knowledge and
skills
Maintenance Administrator
Maintenance (Isle of Wight)
Essential criteria
Method of
assessment
1. Previous call centre experience Application form /
Interview
2. Demonstrable customer services Application form /
experience
Interview
3. Demonstrable experience in the Application form /
administration of maintenance Interview
programmes
4. Experience of working with a
varied range of computer
programmes and databases
including word & excel.
1. Numerate and Literate to the
equivalent of GCSE grade C in
English and Maths
2. Good, clear, verbal and written
communication
3. A confident, assertive and friendly
telephone manner
4. Ability to work under pressure
and to deadlines
5. Ability to deal calmly with difficult
situations.
6. Able to demonstrate a
conscientious and dedicated
attitude.
Application form /
Interview
Minimum
shortlist
score
Application form 3
Application form /
Interview
Interview
Interview
Interview
Interview
2
3
2
2
3
D. Special conditions/
requirements
Instructions
1.
Minimum score
required to be
shortlisted
• If more than six applicants pass the minimum shortlist score, only the top six scores will be
interviewed. However, should any candidates who suffer with a disability meet the minimum shortlist
score, they will automatically be invited to attend for interview, which may mean interviewing more
than six candidates.
15