Customer Service Advisor

1 month ago

Leeds, United Kingdom Dandara Living Full time

Introduction
Dandara Living are looking for a Zero Hour Resident Services Associate to support the Senior Resident Services Associate on the day-to-day operations of our Build to Rent development. This role is part of the Resident Services Team on site, responsible for the customer experience for all contact residents and their guests have with Dandara Living and our scheme.

Working Pattern - Shifts will vary between 4-8 hours over 7am & 7pm Monday to Sunday to cover holidays and absences and support during busy periods.

Hourly Rate - £11.54 an hour on a Zero Hour Contract.

What you will do

  • As one of the first points of contact with Dandara Living the highest level of customer service and professionalism is expected
  • Assisting with ParcelSafePlace deliveries and collections
  • Dealing with resident and guest enquiries
  • Conducting apartment viewings and providing feedback to support the leasing team as and when required
  • Managing of resident amenity spaces
  • Conduct move- in appointments, inventories and meter readings
  • Compiling of inventories
  • Carry out mid-term tenancy inspections
  • Carry out move out inspections, check outs and completing deposit release administration
  • Logging maintenance issues
  • Issuing of keys on move in and key replacements
  • Dealing with vehicle parking and keeping accurate records
  • Deal with complaints and escalating where appropriate
  • Updating business platforms with data and communications as appropriate
  • Assisting on open days and resident events

Customer Service and Resident Engagement

  • Provide first class customer service to our residents
  • Create a community feel through communication, events and innovations
  • Help maintain a robust resident engagement strategy and help on the delivery of the events
  • Be proactive in listening to resident feedback and action any reasonable requests
  • Liaise with line manager in respect of customer surveys and feedback
  • Ensure all enquires are dealt with in line with agreed service levels

Safety, Maintenance and Administration

  • Coordinate mid-term tenancy inspections
  • Ensure the security of the building is always maintained
  • Ensure building is a safe environment in which to live and work and that it is managed in accordance with procedures
  • Record regular inspections of communal areas such as the gym
  • Record contractor visits and complete on-site reports to include daily activity logs. Keeping a register of works carried out and issuing permits to work
  • Ensure all building communal areas are maintained to highest standards

Key Skills & Experience

  • Proficient in the use of Microsoft office packages including Word, Excel, and Outlook as well as other systems such as databases or booking systems
  • Demonstrable understanding of H&S requirements on site
  • ARLA, IRPM or COSHH would be desirable, but training will be provided

What you will have

  • Excellent customer service skills, a sense of humour and plenty of energy and enthusiasm
  • Proactive, positive, and can-do attitude
  • Ability to diffuse difficult situations
  • Strong decision-making skills
  • Organised with the ability to prioritise effectively
  • A team player and a good communicator
  • Well-groomed and of smart appearance are essential
  • Continually strives to improve knowledge, skills, and abilities to produce the best results
  • Keen to develop surrounding team with a desire to grow into a more senior role
  • Must be pro-active and able to use initiative to help us make our community No 1 in the area
  • Positive approach to problem solving, well organised and ability to work well under pressure
  • Be a positive advocate for change, giving ideas and wanting to work with us on implementing

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