Customer Service Representative
1 day ago
Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Associate. In this role, you will be responsible for providing exceptional customer service to residents, ensuring a high level of satisfaction and a sense of community within our residential scheme.
Key Responsibilities:
- Provide onsite lettings and property management services to residents, ensuring a smooth and efficient experience.
- Act as the first point of contact for residents, responding to queries and resolving issues in a timely and professional manner.
- Co-ordinate all contractor appointments and defect repairs, ensuring that required service levels are met.
- Carry out daily inspections of communal areas and corridors, maintaining a high standard of presentation and cleanliness.
- Organise minor works between tenancies, ensuring that apartments are well-maintained and presented.
- Complete check-in and check-out reports, determining deposit returns and ensuring that all necessary documentation is completed.
- Develop and implement community initiatives, creating a sense of community and engagement among residents.
- Work closely with the Resident Services Manager to ensure that health and safety statutory requirements are met across the development.
- Ensure that communal areas and available apartments are well-presented and appealing to prospective tenants at all times.
- Respond to rental enquiries, booking in and conducting viewings, and agreeing offers when necessary.
- Liaise with appointed letting agents during the initial let-up period, as required.
- Complete all applicant vetting in line with Savills procedures.
- Post-initial let-up, upload availability details to marketing portals and update adverts as necessary, dealing with enquiries, conducting viewings, and negotiating offers when necessary.
- Process offers and complete all tenancy documentation when necessary.
- Provide first-class customer service to residents, ensuring that their needs are met and exceeded.
- Ensure up-to-date resident communication via various channels, including social media.
- Monitor CCTV when at reception.
- Support with logging parcels and packages.
- Report any estate maintenance issues to the Facilities Manager.
- Record accidents and incidents.
Requirements:
- Strong customer service ethic and background.
- BTR/lettings experience required.
- Positive, can-do attitude.
- Organised and detail-oriented.
- Common sense approach.
- Ability to think on their feet and make considered decisions.
- Outgoing, warm, and friendly personality.
- Excellent written and spoken etiquette.
- IT literate and social media savvy.
- Experience in build-to-rent would be an advantage.
Working Hours: 5 days over 7 (40-hour week). Working hours may vary as part of a site rota, including weekends and bank holidays.
Salary: £28,325 plus discretionary 10% bonus.
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