Faithorn Farrell Timms
Survey Administrator - Orpington
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Survey Administrator
Location: Orpington
Reports to: Associate
About Us
Faithorn Farrell Timms is an award-winning multi-disciplinary practice, recognised for excellence in the social housing and wider public sectors. We are proud of our reputation for delivering high-quality services, building trusted client relationships, and contributing positively to the communities we serve.
The Survey Administrator provides support to the Asset Management and Building Surveying teams by acting as the key liaison between social housing tenants, our clients, and our surveyors.
Role Overview
The Survey Administrator will predominantly involve tasks required to arrange appointments for the purposes of conducting inspections of properties. This role is office-based, dealing with a high volume of phone calls and emails. The successful candidate will be responsible for booking and managing tenant appointments, responding to enquiries, and liaising with clients and Asset Managers to confirm survey requirements and site visit arrangements.
This is a fast-paced, call-centre-style environment requiring excellent customer service skills, resilience, and strong organisational ability.
Key Responsibilities
- Act as the primary point of contact between tenants, clients, Asset Managers, and surveyors.
- Book, confirm, and manage appointments with residents and client representatives for site visits and surveys via telephone, emails and SMS texts.
- Handle a high volume of inbound and outbound telephone calls professionally and courteously.
- Manage shared inboxes, responding to emails and requests in a timely and accurate manner.
- Liaise with social housing clients to confirm survey instructions, access requirements, and priorities.
- Coordinate surveyor diaries and reschedule appointments as required due to access issues or changes in programme.
- Update internal systems and databases with appointment outcomes, tenant communications, and survey status.
- Maintain regular contact with surveyors to inform them of appointments/cancellations and take feedback on any missed appointments.
- Ensure tenant communication is clear, sensitive, and compliant with data protection and company policies.
- Escalate access issues, complaints, or vulnerabilities to the appropriate team members.
- Support the Asset Management and Surveying teams with general administrative tasks as required.
Please note this list is not exhaustive and duties may evolve in line with business needs.
Skills & Qualifications
- Previous experience in an administrative, call centre, customer service, or scheduling role (social housing or construction environment desirable).
- Confident and professional telephone manner with excellent verbal communication skills.
- Strong written communication skills for email correspondence.
- Ability to manage a high workload with frequent interruptions while maintaining accuracy.
- Good organisational skills and attention to detail.
- Proficient in Microsoft Office applications and client management or scheduling systems.
- Calm, resilient, and customer-focused, with the ability to handle challenging conversations.
- Ability to work effectively as part of a team and build strong working relationships.
Desirable
- Experience working within social housing, building surveying, or asset management environments.
- Understanding of building surveying or property-related terminology.
- Experience liaising directly with tenants or residents.
- Knowledge of data protection and confidentiality requirements.
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Key Competencies
- Customer Service Excellence: Professional, empathetic, and clear communication with tenants and clients.
- Communication: Confident handling of phone-based and written interactions.
- Organisation & Scheduling: Accurate diary management and appointment coordination.
- Time Management: Ability to prioritise tasks in a fast-paced environment.
- Problem Solving: Practical and solution-focused approach.
- Resilience & Adaptability: Remaining calm and efficient under pressure and high call volumes.
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