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Customer Service Executive

5 months ago

Manchester, United Kingdom Urbanbubble Full time

We’re searching for an incredible** Customer Support Executive**. You will act as the first point of contact for the team’s enquiries in a fast paced, reactive environment, ensuring a first class experience is delivered.

**Want to know more?**
- "The CSE role has been a great place to start within urbanbubble. It’s well placed to get to know the company and learn the industry. I came without much experience in property but everyone’s been really helpful and supportive"_

**Damon Whitbread, Customer Support Executive**

**What do we offer?**
- We offer amazing benefits such as enhanced family leave policies, cycle to work scheme, season ticket loan, Pet lovers Friday, enhanced sick pay, study support, cash plan and much much more
- We also offer enhanced annual leave including your birthday day off and a day off when you buy your house - we believe that you deserve to celebrate special moments with your loved ones. Family always comes first at ub

**What will you do?**
- Property Management_
- To ensure our customers and their properties are cared for and maintained to the highest possible standards, in line with budgets, service level agreements and regulatory requirements
- To act as the first line for all customers, dealing calmly and confidently with reactive issues, following them through to resolution (or escalating as appropriate).
- To receive, review and feedback key concerns from weekly property inspections carried out by onsite staff, with the appropriate follow-up.
- To work in partnership with the PM in the delivery of day-to-day planned, reactive and cyclical maintenance and any works, acting as the daily point of contact for contractors.
- To support residents on site with their queries such as noise and ASB complaints, seeing issues through to resolution, liaising with third parties as required.
- To co-ordinate the processing of insurance claims in a timely manner.
- To effectively manage the site service schedule and planned maintenance schedule in line with required works and statutory compliance requirements.
- To ensure all sites as well as residents/contractors/landlords are compliant with statutory and contractual obligations including RICs, ARMA-Q as well as all compliance and Health and Safety regulations
- To support key processes such as section 20’s, with oversight of enquiries such as contract renewals, utility renewals, insurance claims and renewals, H&S reports and accompanying actions.
- To provide information for Management Information Packs and work with the Legal and Compliance team for Leaseholders and Solicitors prior to the sale of a leasehold property, responding to customer enquiries as required.
- Customer Partnership_
- To build and maintain client relationships to develop strong and lasting partnerships and loyalty, with high levels of quantifiable customer satisfaction.
- To liaise with tenants, landlords, directors, contractors and other parties to ensure all services are delivered to the highest standards and expectations are fully met.
- Financial Management_
- To manage all works and spends in line with budget, maintaining close oversight and control.

**What are we looking for?**
- Experience working within a fast paced customer service environment
- Residential property management experience is hugely advantageous, but not essential.
- ARLA qualification (desirable)
- Knowledge of principles of customer service excellence.
- Strong organisation skills and the ability to manage multiple and often conflicting deadlines.

**We’re not your usual property company. We’re the North West’s leading property managing agent**

At urbanbubble, we’re redefining the way properties are run through community building, customer care, and innovation. Thanks to our team, that delivers outstanding customer experiences, we’re proud to serve 14,000 residents and growing. We’re looking for bold, ambitious, resourceful team members to manage and create communities. We want to unlimit what our customers expect, whilst unleashing your true potential.

So, what do you say - interested?