Updated: Nov 4
Please send us a STAND OUT cover letter with your application, detailing what you can bring to this role in Team Umega, and why we’d be mad not to hire you! (Applications without covering letters will not be considered).
We have an exciting and rare opportunity to join our award-winning team in a newly created role as part-time customer service administrator for our Home Repairs division. This is an exciting and dynamic role where you’ll have the opportunity to help build and shape the processes and team in this growing area of our business. In 2023 (and beyond), we’ve got ambitious plans for our well-established and still growing business. We have a phenomenal team, an incredible culture and high standards, and we’re now looking for more talented and motivated people-focused-people to join our award-winning team. We’re looking for a dedicated and passionate professional with a solid background in customer care and back office administration. Although not essential, some property or maintenance experience would be an advantage.
We’re not your average business. We do things differently; we work hard and we have fun while we’re doing it. We’re ambitious and unafraid - we try new things, we innovate, and whatever the outcomes, we enjoy the learning journey and make the most of the ride. We put people at the heart of all we do; that goes for our customers and our team. Being knowledgeable, empathetic, and super-responsive to the needs of our customers is the basis for everything we do across our Lettings, Estate Agency and Home Repairs teams. If you can get behind our ethos of Homes not Housing, People not Property, and embody this in everything you do then you’re going to love it here.
Our Home Repairs team is made up of a fantastic group of people from our maintenance technicians to our back office support team. Prior to 2023, the team were purely focused on servicing our existing portfolio of managed properties, but we’ve recently launched our Home Repairs service to a new external customer base where there’s a big opportunity to bring all of the qualities of our stand-out service to homeowners who need help with repairs and maintenance work. We have exciting aspirations to continue expanding our Home Repairs team throughout the year, and we need ambitious and energetic people to help drive the home repairs revolution.
This role is made up of three key elements:
Customer Care: The priority in delivering our Home Repairs service is looking after our customers; remembering that we’re dealing with their homes, and demonstrating a high level of care in every interaction. Part of your role will be to manage customer enquiries, assisting with bookings, invoicing, payments, managing the job through to completion and eliciting feedback from the customer. You’ll also be responsible for helping resolve issues or complaints if they arise. You’ll approach every customer exchange with compassion and empathy, while always maintaining a cool head and steady hand.
Supporting & Coordinating our Remote Technicians: Great people are at the heart of great customer service, and in this role you’ll be jointly responsible for coordinating and supporting our growing Home Repairs team of maintenance technicians ensuring they have everything they need to do their job brilliantly. This will mean being their go-to person for support and assistance with various elements of their role (although practical maintenance experience is not essential), managing annual leave and sickness, keeping an overview of workload across the team, and monitoring the team’s performance. Process Implementation & Management: As we build this new, growing area of our business, you’ll be playing a key role in supporting progress by monitoring processes, capturing data and relaying feedback to senior managers. We will be relying on you to put forward ideas for improvements and be part of building and developing how we deliver this service, playing a leading role in bedding-in systems and processes with the team. You’ll need to understand our systems inside out to best support your colleagues and ensure our customer service is first-class. To be successful in this position you’ll require heaps of dedication, integrity in abundance, thrive when managing a busy and ever-changing workload, be motivated by delivering great service, and have the ability to communicate clearly and directly at all levels.
Day to day, your role will include but not be limited to;
Looking after people: As one of the main points of contact for our Home Repairs team, you’ll be expected to ensure they have what they need to perform their role successfully at all times, as well as being a key point of contact for our customer base.
Managing repairs: promptly picking up any job requests received via phone, email or our website, ensuring appropriate actions are taken quickly and repairs are carried through to completion effectively, keeping all relevant parties up-to-date.
Managing invoices and payments: ensuring jobs are closed, invoiced and paid off within good timescales, as well as handling any escalated payment issues.
Looking for the win-win: using your best judgment when problem solving to make sound decisions with customers’ best interests at the forefront.
Working closely with other teams across our Estate and Lettings Agency business - communicating effectively and role modeling our core values in all you do.
Apply If You:
● Have more than 2 years experience in a relevant customer service or administrative role ● Take personal ownership of your actions and decisions, and strive to improve and grow. You are not afraid to think outside the box and work outside your comfort zone in pursuit of learning and finding better ways to do things. ● Communicate openly and are willing to acknowledge mistakes (when they inevitably happen!), accept the learning and move forward positively. ● Value honesty and integrity – you tackle challenging situations and conversations with bravery, kindness and empathy, and you are committed to doing the right thing, even when no one is watching. ● Are resilient – you can stay focused when faced with a challenge, and have the will and drive to keep pushing through in spite of any set-backs. ● Thrive in a fast-paced, busy, and dynamic working environment. Embracing challenge and opportunity is a core concept at Umega, and you’ll therefore need to be someone who welcomes the possibilities that this brings. ● Have confidence working with a range of technology and have the ability to pick up systems and processes quickly, while maintaining exceptional attention-to-detail. ● Love company culture. At Umega it’s our service and our culture that sets us apart. We truly believe in all our team, and we ensure they are well equipped, supported, trained and developed to succeed in the heart of our business.
WHO WE ARE
Umega is a forward-thinking, fast-growing, busy and exciting business. We hold high standards and work in a way that means our clients love dealing with us. We provide a great workplace and you’ll love coming to work every day. You’ll be valued, trusted, empowered and given the space to make mistakes, learn and grow. At Umega we believe in bringing your whole-self to work. We are committed to a culture of belonging where we accept each other for who we are and embrace your individuality. Even as we grow we continue to work together like one big family, and we’d love for you to be part of it!
WHAT’S IN IT FOR YOU?
Be part of a vibrant, growing company of over 50 great people, ranked in the top 100 small businesses to work for in the UK (Best Companies 2022)
A beautiful office space in Quartermile (although we’ll expect you to work from home some of the time)
32 days Annual Leave (and more when you stay with us for 2 years or longer)
Enhanced Parental Leave
Flexible Mon-Fri Schedule
Cycle to work scheme
Private Healthcare (Vitality)
Enhanced Sick Pay
Free tea, coffee, soft drinks fruit and regular treats
Great social life
Regular performance reviews and 121 meetings
Before you send us your application, take a look at our website and social media to find out more about working at Umega.
This is a part-time, permanent role expected to be 20 hours a week.
Start date – As soon as you are available – we can be flexible and we’ll wait for the right person.
How to apply – Send your CV and a covering letter to email@example.com FAO Neil, letting us know exactly why you are the best person for this job and why we’d be mad not to hire you! Note, applications without covering letters will not be considered.
Salary: £24,000 - £26,000 pro-rata, depending on experience
Closing date: 17th April
– NO RECRUITMENT AGENCIES, PLEASE –