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Assistant / Administrator

Edinburgh · 14.7 years experience

Open to opportunities

Summary

An experienced and customer service professional with 14+ years in regulated environments. Demonstrates expertise in administration, tenancy support, compliance, and stakeholder engagement. Currently managing operations for a specialist provider, with proven track record in team leadership, quality assurance, and high-volume customer service delivery.

Experience areas

administration and tenancy supportCurrentCustomer service and enquiry managementCurrentCompliance and regulatory processesCurrentRecords management and data validationCurrentContractor and property coordinationCurrentTeam leadership and staff developmentComplaint and issue resolution

Work experience

Employer names withheld for privacy

  1. Assistant / Administrator

    • Manage high-volume enquiries from tenants and internal teams, ensuring prompt resolution and accurate record-keeping
    • Administer council tax and utility accounts with focus on data validation, discrepancy investigation and compliance
    • Coordinate property inspections and contractor access whilst maintaining compliance and service standards
    • Prepare and manage tenancy documentation including agreements, welcome packs and formal correspondence for complex matters

  2. Contact Advisor

    • Served as first point of contact for customer enquiries across multiple channels whilst meeting service standards and KPIs
    • Resolved customer issues efficiently and maintained GDPR compliance and accurate record-keeping
    • Managed complex cases through to resolution with liaison across internal departments

  3. Customer Service Advisor / Personal Account Manager

    • Managed high-volume accounts with focus on billing, service requests and payment arrangements
    • Investigated and resolved complex customer issues whilst maintaining service excellence
    • Conducted account reviews and follow-up activities to improve customer satisfaction and retention

  4. Team Leader / Customer Relations Advisor

    • Led and coached a team of customer service advisors, delivering training and performance support
    • Managed escalated complaints and complex cases with focus on service recovery
    • Identified service improvement opportunities and monitored quality standards

Skills

Tenancy supportCustomer serviceStakeholder engagementProperty administrationCompliance processesContractor coordinationTenancy documentationRecords managementCouncil tax administrationUtility accounts administrationData validationProperty inspections coordinationGDPR complianceTeam leadershipComplaint managementStaff coaching and training
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