Customer Service Representative

2 weeks ago

Bristol, Bristol, United Kingdom Savills Management Resources Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Associate at Savills Management Resources. As a key member of our team, you will be responsible for providing exceptional customer service to residents and ensuring a high level of satisfaction with our services.

Key Responsibilities
  • Health and Safety Compliance: Ensure all health and safety compliance is up to date and maintained throughout the development.
  • First Point of Contact: Act as the first point of call for residents to report maintenance issues and provide timely resolutions.
  • Contractor Management: Coordinate all contractor appointments and defect repairs, logging issues to ensure required service levels are attained.
  • Communal Area Inspections: Conduct daily inspections of communal areas and corridors to ensure they are well-maintained and presented.
  • Minor Works: Organize minor works between tenancies to maintain a first-class presentation of apartments.
  • Check-in and Check-out Reports: Complete check-in and check-out reports, determining deposit returns and ensuring a smooth transition for residents.
  • Community Engagement: Create a community feel through communication, events, and innovations to foster a sense of belonging among residents.
  • Collaboration with RSM: Work alongside the Resident Services Manager to ensure health and safety statutory requirements are met across the development.
  • Property Presentation: Ensure communal areas and available apartments are well-presented and appealing to prospective tenants at all times.
  • Rental Enquiries: Respond to rental enquiries, book in and conduct viewings, and agree offers when needed.
  • Letting Agent Liaison: Liaise with appointed letting agents during the initial let-up period as needed.
  • Applicant Vetting: Complete all applicant vetting in line with Savills procedures.
  • Availability Management: Post-initial let-up, upload availability details to marketing portals and update adverts as necessary, dealing with enquiries, conducting viewings, and negotiating offers when needed.
  • Tenancy Documentation: Process offers and complete all tenancy documentation when needed.
  • Customer Service: Provide first-class customer service to residents, ensuring their needs are met and exceeded.
  • Communication: Ensure up-to-date resident communication via various channels, including social media.
  • CCTV Monitoring: Monitor CCTV when at reception.
  • Parcel and Package Management: Support with logging parcels and packages.
  • Maintenance Reporting: Report any estate maintenance issues to the Facilities Manager.
  • Accident and Incident Reporting: Record accident and incidents.
Requirements
  • Customer Service Background: Strong customer service ethic and background.
  • BTR/Lettings Experience: BTR/lettings experience required.
  • Positive Attitude: Positive, can-do attitude.
  • Organizational Skills: Organized and detail-oriented.
  • Common Sense Approach: Common sense approach.
  • Decision-Making: Ability to think on their feet and make considered decisions.
  • Personality: Outgoing, warm, and friendly personality.
  • Communication Skills: Excellent written and spoken etiquette.
  • IT Literacy: IT literate and social media savvy.
  • Build to Rent Experience: Experience in build to rent would be an advantage.

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