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Senior Customer Relationship Manager

Senior Customer Relationship Manager

Based Gillingham, Kent


We are proud to be partnering with a national Build To Rent provider to find their next standout candidate based at a luxury residential development in Kent. The company endeavours to provide customers with the best rental experience possible by continuously exceeding expectations and putting the resident first.

The successful applicant will assist and support in all areas of the operational business, providing excellent support and administration services to the residents, as well as liaising with external customers and contractors, stakeholders, and other internal teams. If you have experience in the management of a building, I'd love to hear from you.


Customer service

  • Creating good resident relationships (existing and prospective) by sending regular updates and communication in a professional manner

  • Formulating action plans for all ongoing resident issues until a resolution is achieved

Property Management

  • Work with the Procurement Manager to review soft and hard FM contracts and monitor contract performance

  • Seek support from surveyors and specialist contractors to diagnose and resolve complex repair issues

  • Deal with anti-social behaviour issues as and when they arise

  • Carry out internal and external communal inspections and complete and file inspection reports

  • Work with the management team to formulate a long-term plan for the building

  • Ensure communal, internal, and external areas are clean, safe and well maintained by working with the contractors or cleaners as required

  • Manage defects process, reporting and recording all cases to ensure a satisfactory outcome

Staff Management

  • Manage onsite staff member, rota, and ensuring key day-to-day tasks are completed

  • Arrange ongoing training for onsite staff and undertake annual performance reviews

Health & Safety

  • Maintain 100% compliance for electric, FRAs, personal safety device usage, legionella testing

  • Report near misses and incidents in line with H&S procedures

  • Ensure all voids are H&S compliant (i.e.electrical safety cert, EPCs, smoke alarm testing)

Budget Management

  • Approve invoices for all completed works to ensure contractors are paid swiftly on receipt of invoice

  • Manage day to day expenditure to ensure it is in line with OpEx budget and draft budgets following stabilisation of asset

  • Manage dilapidations and deposit deductions following check-out inspection

  • Creating a specification for void works, establishing costs and timescales for works


  • Take payments, rent, move-in monies, and fees, checking all deposits are registered

  • Manage the lettings and offer process from end to end

  • Ensure property is let in a good condition and undertake check-in inventory report

  • Report any outstanding maintenance effectively

  • Qualify applicants by ensuring resident conforms with right to rent requirements

  • Deal with tenancy surrenders, goods removal and vacating customers

  • Manage tenancy renewals

  • Provide monthly report on competitors and local market conditions

  • Update team with surrender, voids and under offer information

  • Arrange and undertake viewings, checking appointments with customers and agents alike

  • Ensure all advertisements are current and liaise with marketing department to assist

General Responsibilities

  • Keep up to date records of all customer contact on IT system to ensure a full audit trail exists

  • Understand the importance of taking care of one's own health and safety and that of others

  • Always maintain accurate records

  • Observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation

  • Provide accurate information to Mobilisation Manager for weekly/monthly reporting


  • Proven experience within a resident-focused, Build To Rent/PRS environment

  • Building management experience

  • Good IT skills, being tech-savvy with strong familiarity or previous experience and know-how using and juggling multiple apps and systems, along with Microsoft Excel, PowerPoint, Outlook & Word. Knowledge of HubSpot, Tableau or Fixflo desirable

  • Actively embrace and work within the company values

  • Able to show an understanding of and commitment to good customer care

  • Able to communicate effectively and clearly in writing and verbally, including drafting correspondence and documents, with strong attention to detail

  • Ability to work to strict deadlines, to be organised and efficient

  • Self-motivated, with high energy and enthusiasm

  • Pragmatic, creative approach to problem-solving, with emphasis on fast and practical solutions

  • Demonstrable experience of taking responsibility for own actions and development opportunities, maintaining high levels of integrity

  • Commitment to equality, diversity, and mutual respect; accepting differences and treating everyone fairly

  • IRPM, ARLA qualification or equivalent desirable

This is an excellent opportunity to start your career with a successful, ambitious and fast growing BTR business. If you are looking to develop your skills whilst maintaining autonomy to run the development as your own, this is for you.