Customer Service Representative

6 days ago

Bristol, Bristol, United Kingdom Savills Management Resources Full time
Job Title: Customer Service Associate

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.
  • 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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