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Workflow Administrator

MERJE Ltd
Job LocationHull
EducationNot Mentioned
Salary£25,558 - £26,903 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Housing Workflow AdministratorLocation: Mostly remote (may need to go into the office a few times per year)Salary: £25558 - £26903We have a fantastic opportunity for a Workflow Administrator to deliver, co-ordinate, improve, maintain and monitor effective and efficient administrative systems to support the delivery of services in accordance with policies, procedures and relevant regulations.Job Summary:

  • Deliver, co-ordinate, improve, maintain and monitor effective and efficient administrative systems to support the Customer Relations team to deliver high quality and consistent complaints resolution, enquiry and customer feedback services in accordancewith policies, procedures and relevant regulations.
  • Acknowledge, assess, log and prioritise all new complaints in line with regulatory requirements and the Group’s Complaints Policy and Procedure ensuring necessary repair work is requested or chased.
  • Act as a central point of co-ordination in relation to the legislative and regulatory approach to complaints handling ensuring that all service areas are supported in their awareness of complaints and enquiry handling requirements, assisting as required.
  • Communicate effectively and professionally at all times acting as a first point of contact for customer queries. Support the management of team mailboxes in line with policy and procedure.
  • Support the Customer Relations team by ensuring accurate and timely information is collected, collated, analysed and interpreted to ensure regulatory and other standards are continuously met or exceeded.
  • Prepare and present information clearly and concisely providing responses to complex enquiries which will sometimes include sensitive and confidential information to be presented to Group Directors and high profile stakeholders.
  • Support the management and maintenance of relationships with internal and external stakeholders, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately, including supporting colleagues to undertake detailed investigationsof complaints which have been referred to the Ombudsman.
  • Resolve problems or set into motion the means of resolution ensuring customers are kept informed.
Benefits:
  • 25 days annual leave (rising to a maximum of 30 days) plus public holidays
  • A pension scheme with employer contributions
  • Life Assurance
  • Employee Advice Service including counselling
  • Cycle to Work scheme
  • Voluntary health plans
  • Employee discounts
  • Wellbeing support and tools
  • Employee recognition scheme

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