Customer Service Administrator

Job Description

Position Title: Customer Service Administrator

Location: Hinckley

Hours of duty: 30 hours Monday – Friday, 08:00 – 14:00

Salary: £12.00-£12.25 per hour

To apply for this role please send a CV and a covering letter to Please make sure your cover letter clearly demonstrates your expertise and how you meet the role requirements. This should be a minimum of 500 words and not exceed 2 pages

About us:

Falcon Support Services provides supported accommodation and community projects to those that are homeless, at risk of homelessness, or vulnerable in the community.

Our service helps vulnerable people by providing safe and secure accommodation with our staff working alongside clients to help them develop their skills, so they can move away from homelessness to living independently and positively contribute to their community.

Role Purpose:

The role is rewarding with opportunities to learn, grow, and develop within Falcon Support Services. In this varied role, you will:

Provide a customer focused, front of house service.

Triage and process referrals for Falcon Support Services.

Organise maintenance through inhouse Maintenance or externally with contractors obtaining quotations and liaising with Project Managers.

  • Data inputting as required.
  • Administrative duties.

You must have a genuine interest in helping support service delivery to enable people to make changes in their lives and an understanding of the types of issues that affect those that are homeless, as well as a dedication to Falcon Support Services values and performance standards.

Falcon Support Services are equipped to train and support people who do not have relevant skills and experience but do have the right values, behaviours, and attitudes.

Main responsibilities:

General Administration

  • To provide a professional, welcoming and efficient reception service.

To organise meetings, diary/room management

  • To monitor and order stock of stationery and office equipment.
  • To co-ordinate the preparation and dissemination of information, reports, presentations, mail shots etc.
  • General office duties including photocopying and filing.
  • To receive, sort and store donations received.
  • Setting up files or making packs as required.
  • Undertaking typing and letter writing as required.
  • To manage databases and provide administrative assistance to Falcon Support Services

Support Administration

  • To provide an effective reception/triage service to all clients who present at our Drop In Centre
  • To maintain an up to date and welcoming reception environment
  • To effectively manage correspondence, telephone calls, take messages and transfer calls
  • To ensure that all client information resources are up to date and accurate
  • To assist with the daily operations of Falcon Support Services ensuring services are delivered efficiently including adding referrals to the Inform system
  • To manage referral routes and complete desktop assessments to identify a persons need and risk
  • To provide consistent communication between Falcon Support Services, clients and agencies

Property Administration

This section will be supported by the Facilities and Compliance Manager and Maintenance Team, but will include:

To liaise with external contractors, maintaining and monitoring Contractors Lists ensuring contractor compliance and competitive procurement of services.

To organise maintenance within the property portfolio either with the inhouse Maintenance Team or externally with contracts obtaining quotations liaising with Project Managers

To post inspect repairs undertaken by contractors to ensure that the work undertaken fully complies with the Decent Homes Standard and meets Health and Safety requirements.

To arrange electric/gas safety certificates, EPC’s, HMO’s, PAT testing’s and any other legal documentation ensuring all properties has accurate records and comply with current legislation.

To complete full written and photographic inventories of properties and their contents

To maintain accurate records of donations, storage logs and asset management.


  • To develop team spirit and co-operative working across all teams, internal and external.
  • To undertake any such additional duties that are reasonably commensurate with the level of this post.
  • To undertake/attend any training and/or meetings as required by the job role.
  • To promote a positive image of Falcon Support Services, working as part of an integrated team.
  • Ensure all aspects of the Group Equality and Diversity and Health and Safety policies are implemented effectively.
  • Every employee has a responsibility to ensure that their work complies with the Financial Regulations of the charity.
  • Due to the nature of work, this post is exempt from the Rehabilitation of Offenders Act 1974 and will therefore require you to disclose all criminal convictions and comply with a DBS check.
  • To develop Falcon Support Services commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.
  • All employees are required by Section 7 of the Health and Safety at Work Act to take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions.

This job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post. It will be reviewed periodically to take into account changes and developments in service requirements. Any changes will be discussed fully with the jobholder.

Mandatory Requirements:

  • Must be over the age of 18
  • Willingness to undergo a satisfactory enhanced DBS check

Key Dates:

Closing date: 2nd June,

Interview date: 17th June 2024,

Training week, if successful: 22nd July.

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Falcon Support Services is a Registered Charity

Charity number: 1103101. Company number: 04177320