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Employer Description

Swan Housing Association was first formed in 1994 and provides high quality and affordable homes to rent and buy. Today, we operate in Essex and East London and locally manage over 10,000 homes, with plans in place to deliver more than 250 new homes over the coming year.

Job Details:

Job description

To work as part of a team and provide administrative support to the Neighbourhood Team, acting as a first point of contact for residents with standard tenancy queries.

To provide an effective and efficient reception and telephone service to ensure customers receive a professional service.


  • To provide administrative support to the Neighbourhood Service team
  • Assist with the management of anti-social behaviour, tenancy management and associated queries from residents or other employees both in person, electronically and on the telephone
  • To receive visitors and provide a telephone service in a manner which promotes a professional image of Swan and its services
  • Meet Swan’s service standards in all customer care areas
  • Write formal letters and other correspondence as required
  • Ensure that duties are carried out in accordance with Health and Safety procedures
  • Assist with the ordering, control and distribution of stationary and supplies within the office
  • To input data and update the computer system as required
  • Any other duties as assigned and deemed commensurate with the grade and overall responsibility of the post
  • Establish, develop and maintain effective working relationships with all work colleagues to ensure an integrated contribution to the delivery of performance individual and team objectives and Swan’s corporate objectives
  • Observe, deliver, continually promote and act in accordance with Swan’s Single Equality Scheme and Swan’s Striving for Excellence programme or such programmes as are developed to replace these or similar schemes
  • Positively comply with Swan’s policies, procedures and systems ensuring compliance with the needs of legal, regulatory and statutory bodies as well as with best practice principles

Qualities/ essential requirements

  • A strong dedication to quality customer service
  • Strong verbal and written interpersonal and communication skills
  • Good level of written English
  • Good IT skills
  • Self-motivated, performance driven with initiative to assess complex situations, make decisions quickly and effectively, and deliver excellent customer service
  • Demonstrate contribution towards Swan’s Mission to deliver effective services, enterprising solutions and exemplary homes and communities
  • Be customer focused
  • Be honest, open and accountable
  • Have a "can do" approach and accept responsibility
  • Ability to recognise sensitive information and maintain discretion and confidentiality.
  • Have an enthusiastic, positive and flexible attitude
  • The ability to work both independently and as part of a team is essential
  • Have the ability to develop good working relationships with users at all levels
  • Be flexible enough to provide out of hours support when required

Desired Qualification:

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Other Important Information

Daily working days/ hours - Monday to Friday, 9am – 5:30pm

No experience necessary, all training will be given

Skills and Experience:
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