Job Applications

If you haven't heard from us by the interview date, you will not have been successful on this occasion. Thank you for your interest in working for us.

2x Administrative Assistant (12 month contracts)

  • Reference: TRL219
  • Application closing date: 27 Sep 2017 10:00

Job Description

One based in Craven Arms, Shropshire

One based in Wem, Shropshire


The primary role of the post holder is responsibility for the administering of servicing contracts that Total Response secure and deliver.

For administering and maintaining all servicing and contract documentation, appointments for servicing planned works and assisting in the allocation work in contract, responsive and void service areas.

  • The post holder will be required to assist in the planning and allocation of servicing, planned works, contracts, planned maintenance works, responsive and void works and servicing programmes, ISO 14001 documentation when required.
  • The post holder will be responsible for ensuring that all files, any legal documents, certificates, customer contact and other information is stored electronically and appropriately.

The post holder will play an important role in ensuring that Total Response carry out all the requirements associated with a highly customer and client focused team that has a vision of “Excellence in customer service and delivery"


  1. To plan and organize servicing schedules for a variety of servicing contracts (Gas, Solid Fuel, Oil, Electrical) carried out by Total Response Limited and to ensure a robust and concise diarising system is administered.
  2. Organising and processing relevant certificates following completion of servicing including the updating of the relevant documents and processes within Total Response.
  3. To help administer and maintain a database to ensure all servicing contracts are set up, recorded and servicing carried out in accordance with clients legislative requirements.
  4. To assist in the day to day planning and organisation of administrative duties of the TRL office
  5. To collate and verify data for the use in KPI’s and financial reporting in liaison with the TRL Management Accountant/Office Manager.
  6. To liaise with Managers and supervisors so that there is no delay or disruption to any works being carried out by Total Response Limited.
  7. To assist in the allocation of planned works in respect of Shropshire Housing Groups investment programmes, ensuring that all customers have appropriate and timely communication in line with policy, procedure and service level agreements (SLA's)
  8. To assist in the preparation of weekly performance reports to TRL senior management team.
  9. To raise and issue servicing, planned maintenance work orders and associated information, ensuring that all customers and clients have appropriate and timely communication in line with policy, procedure and SLA's
  10. To assist in the collation of information relating to customer satisfaction and any dissatisfaction to allow for reports and KPI information to be produced with detailed information regarding performance.
  11. To assist when directed in the inputting of all relevant information regarding planned improvements and investment works is input and managed on both Total Response data base and for disseminating to clients for inclusion in  the asset management data base.
  12. To assist when directed in the administration of and issuing of works orders and material requisitions and to assist into preparation of reports on voids performance.
  13. To assist when directed in the issuing of works orders and material requisitions to assist in the preparation of reports on responsive repairs performance.
  14. To assist when directed in the administration of Total Responses 14001 accreditation and to liaise with colleagues for the collation and communication of all relevant legislative and procedural information.
  15. To issue Purchase order numbers to operatives for the purchasing of materials and to assist in the allocation of appointments for works when required/directed by line manager.
  16. To attend and contribute to section meetings as required.
  17. To take minutes, record actions and circulate minutes as required and send reminders of upcoming meetings.
  18. To contribute to the Associations ambition to provide excellent services and to maintain best practice.
  19. To liaise with Asset Management, Housing Management and external contractors to ensure that the Association’s objectives are met in respect of planned works, investment, servicing, voids and responsive contracts.


  1. Attend meetings and training as required by their line manager and to identify training issues as part of your ongoing supervision and personal development
  2. Liaise regularly with colleagues as appropriate across the business in order to inform your working practice and contribute to continuous service improvement
  3. Contribute to the teams operational plan and action all tasks delegated to you in a timely fashion
  4. You should be prepared to work flexibly to meet the requirements of the job and opening hours, including some evenings and weekends
  5. Use information technology as required to carry out the duties of the post
  6. Uphold the Equalities and Diversity Policy of Shropshire Housing Group and have an understanding and commitment to anti-discriminatory practices
  7. In accordance with the Groups Health and Safety Policy, take responsibility for the health and safety of oneself and others in the workplace, particularly in respect of
    1. Lone Working
    2. Accident Reporting
    3. Risk Management
  8. Ensure compliance with requirements under the Data Protection Act 1998 and amendments thereto.
  9. To undertake any other duties that may be required from time to time commensurate with the grade and general nature of the post

Candidate Requirements

Person Specification







Commitment to the association’s vision, values and corporate objectives






Min of 2 years experience in a social housing environment.



Experience of dealing with customers in person and over the telephone



Must be approachable with good communication skills at all levels



Experience of schedule of rates



Experience of achieving targets and deadlines



Understanding and experience of dealing with customer satisfaction information



Understanding of decent homes requirements



Experience of collating information and keeping contract and office filing up to date



Ability to collate accurate information and data for the preparation of progress reports



Ability to communicate clearly with staff and customers



Computer literate with experience of Microsoft Office, Word and Excel






A minimum of 4 GCSEs, grade C or above or equivalent to include Maths and English






Good written and oral skills



      Ability to organize workload and use initiative



 Excellent analytical skills



      Excellent interpersonal skills



      Ability to work as part of a team






A dedicated and responsible approach to work



     Commitment to, and understanding of, Confidentiality,      

     Equal Opportunities and Diversity Policies



Flexible and adaptable



Ability to deal with conflicting priorities and use initiative to help deliver projects within tight timescales



A full driving licence with access to a vehicle for work purposes.



Employment Details

  • Employment Type: Full time
  • Hours: 35
  • Pay: ££16,237-£19,844 Annually

How to Apply

To apply online please Click Here. Or alternatively you can apply for an application pack by telephoning: 0300 303 1190 (option 2) quoting the post reference.