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Location:
London, Greater London
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Sector:
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Job type:
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Salary:
£40,000 - £43,000 per annum + benefits
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Job ref:
JN -062022-77333_1657106912
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Published:
06 July 2022
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Expiry date:
04 September 2022
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Start date:
ASAP
Senior Customer Relationship Manager
Based Deptford, London
£38,000-£43,000
We are proud to be partnering with a national Build To Rent provider to find their next standout candidate based at a development in Deptford. 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 be responsible for managing the planned building maintenance, risk assessments, routine testing and apartment repairs. Working with external contractors, ordering and managing repairs and dealing with any tenant issues and breaches as and when they arise. Responsible for letting void properties and delivering an excellent service to all customers, being the dedicated point of contact within the designated portfolio; building and maintaining excellent customer relationships and ensuring each property is let quickly to minimise loss of rental income. Responsible for ensuring estates services and void works are managed to high standards, working with external managing agents where necessary, ordering and managing repairs, attending viewings, and dealing with any tenancy issues and breaches.
Responsibilities
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 members, rotas, 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
Lettings
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
Requirements
Proven experience within building management is essential
Experience with cladding issues/projects highly desirable
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.