Customer Operations Administrator

• Location: Winchester / hybrid working (expectation of 3 days per week in the office)
• Hours: Full time, 37.5 hours per week, Monday - Friday 09:00 - 17:30
• Salary: Up to £28,000 per annum + enhanced benefits & rewards and free staff parking
• Basis: Permanent

About us

We are Pegasus Homes, a vibrant, dynamic business who are proud to design, build, and create high-quality homes with a focus on independent later living for the over 60's. Our developments are beautifully designed offering stunning community living.

We have a great newly created opportunity for an experienced Administrator / Coordinator to join our busy Customer Operations team

About the role

Internally you'll be known as 'Customer Operations Coordinator' and you'll support our Pegasus Homes Customer Operations team in the provision of services offered across our portfolio of developments.  This role will collaborate with other internal teams and stakeholders to ensure that we maintain compliance across our developments within the relevant legislation, as well as supporting the property management team with a wide range of administration and practical tasks

Your responsibilities will include:

• Liaising with contractors and suppliers about works, quotations, invoices, queries and documentation including ordering equipment needed by the team or customers.  Raising and issuing Purchase/Works Orders and liaising with other team members to assist in completion and cost recharges
• Process reactive work requests, triage issues and in conjunction with site teams and Roving Building & Communities Managers, select , quote,  instruct and obtain any related paperwork e.g. RAMS, Invoices, to enable contractors to complete the works
• Organising meetings, and meeting contractors, suppliers or partners
• Supporting the mobilisation of new sites as required including ordering equipment and supplies
• Compiling, organising and maintaining databases.  In particular maintaining and managing the database of planned, statutory and reactive issues, adding and updating records including service events, service agreements and issues including those arising from risk assessments, inspections and audits
• Processing contractor and other invoices and preparing system reports to support service charge expenditure tracking against budget 
• Monitoring team email inboxes and telephone contact numbers, managing and dealing with internal and external enquiries and telephone calls appropriately and swiftly or supporting the team to provide a swift response
• Coordinating and writing regular newsletters and communication updates to the team and to our communities
• Assist with the preparation of letters, development documentation, tender documents, contracts/agreements, reports, customer information packs and mail merges and other documentation that may be required from time to time.  To include monitoring service agreement renewal dates and supporting award activities
• Complaint management via email, letter, over the telephone and in person working with the operational team, to ensure appropriately worded responses and updates are provided.  Includes tracking and reporting on progress of complaints against internal SLAs and identification of trends

About you

You'll need to have strong administrative experience, excellent organisational skills and an ability to prioritise a varied workload and support the team to ensure that activities are completed to a high standard in compliance with procedures, timescales and budget delivering an excellent customer experience and property management service.

Skills & knowledge

• Excellent spoken and written English
• Proactive, hard working with a positive attitude 
• Excellent attention to detail and high levels of accuracy 
• Works well under pressure
• Excellent communication skills - written and verbal 
• Excellent time management, prioritisation and proven ability to meet deadlines 
• Strong organisational skills
• IT literate and competent with Google tools such as Gmail, Google Docs, Sheets and the internet.  Skilled in preparation of presentations.  Previous experience of working with property management, CRM and accounting systems such as Fixflo, Qube and Salesforce would be ideal but otherwise a proven ability to quickly understand and pick up new systems.  (training will be provided)  
• Full UK driver’s licence or ability to travel across the operational area for site visits and meetings

Our benefits & rewards

We offer fantastic benefits which look after your Financial, Mental and Physical Wellbeing as we believe it is important that we are able to support our employees across all three of these elements in order to ensure an effective work life balance. By joining us you'll enjoy a benefits package that includes:

• Enhanced annual leave & holiday buying scheme
• Contributory pension scheme with additional employer contribution,
• Life Assurance
• Two paid volunteering days per annum
• Employee Assistance Programme
• Health Cash Plan & Virtual GP
• Discounted Gym Membership
• Company Discounts Portal
• Refer a friend scheme and access to internal opportunities

If you have the skills and experience we are looking for we'd love to hear from you!

As an equal opportunities employer, we are committed to the equal treatment of all current and prospective employees and we do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. 

As an equal opportunities employer, Pegasus Homes welcomes applications from all sectors of the community. In line with UK Immigration and Employment Law, only applicants eligible to live and work in the UK need apply.