Support Hub Officer

Haig Housing is a long-established charity based in Victoria, London with a presence across the UK. We are the largest veterans housing charity, providing houses for over 1500 veterans and their families. We put people at the centre of everything we do – our beneficiaries and staff. All our employees can expect to experience a professional and friendly working environment where we deliver for those who need us. We are on a journey to become even better and help more people.

We work hard to develop, manage and maintain a range of affordable, quality housing for veterans. To deliver this we hire people who are passionate, committed and proactive in providing quality services and engaging all our stakeholders. We develop our team to be knowledgeable, self-regulating and highly skilled and reward the value they bring to the business

Haig are looking for Support Hub Officer within the Property Services Department, who has a good base knowledge of repairs and compliance administration paired with the ability to develop and grow their skillset. You will be a member of a very strong and driven team.

We expect you to be a self-starter, able to work on your own initiative and live our values. In return we provide you with a very competitive package which consists of a generous salary, hybrid working, pension, good holiday allowance, healthcare & life insurance.

Location: Hybrid – office based 2 days a week (Mountbarrow House, SW1W 9RB, Victoria) and flexibility to work from home.

Salary: Highly competitive dependent on experience

About the job
• Receive and respond to property maintenance requests (phone, emails and CRM) as well as raise and follow up orders, deal with all property maintenance enquiries and raise pre- and post-inspections.
• Ensure that the Trust repairs service is customer focussed and the tenants are kept informed at all stages of the maintenance activity.
• Provide clerical and administrative support to other members/teams of the Property Services Department.
• Ensure that data (i.e. asset, budgetary and performance related data) is accurately recorded and reported, and that corrective action is initiated in areas of own responsibility.
• Assist in relation to all property maintenance activities to achieve compliance with all the relevant H&S and Building Safety regulations.
• Ensure that Compliance data/information are regularly audited and kept up to date and entered onto the relevant IT system.
• Provide support in processing invoices as required.
• To record and process all incoming and outgoing electronic and paper correspondence (external and internal).
• Carry out and record customer satisfaction surveys.
• Work collaboratively with internal and external stakeholders to ensure delivering high standard services.
• Carry out initial investigation and wherever possible resolve complaints before they escalate further.
• Undertake any other duties commensurate with the salary of the role.

Person Specification
Qualifications/Education – Essential
– IT literate in Microsoft Office and Outlook

Qualifications/Education – Desirable
– Minimum of five years’ experience in a similar role

Knowledge, Skills & Experience – Essential
– Excellent time management and organisation skills
– Experience in managing complaint and challenging situations
– Customer focused, good communicator with excellent problem solving skills
– Evidence of managing risk efficiently and understanding how to manage the Trust priorities based on risk.
– Proven knowledge and experience in diagnosing day to day repair requests
– Experience in dealing with tenants and contractors

Knowledge, Skills & Experience – Desirable
– Evidence of delivering value for money

Personal Qualities – Essential
– Dynamic, flexible and innovative, leads change using best practice from other sectors
– Team player who works efficiently with other stakeholders
– Self-motivated, unafraid to challenge and be challenged, lives organisational values
– Able to build relationships, trust & credibility with diverse audiences
– A problem solver, with clear evidence of a proactive, collaborative & agile mindset

Personal Qualities – Desirable
– Clear identification with charitable purpose and tireless working for beneficiaries