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- Dealing with incoming calls, emails and resolving customer enquiries or signposting residents to access relevant information on our website and sign up to our self-service portal, as well as forwarding service request for enquiries that cannot be resolved at first point of contact.
- Recording all customer enquiries and repairs on our customer relationship management system and logging maintenance enquiries with contractors, closing repair work orders once repairs have been completed and processing invoices.
- Contacting customers for post completion of works to ascertain repairs works have been completed satisfactory and complete customer satisfaction surveys.
- Making appointments for new customers who want to view new and existing properties available to let.
- Supporting the property management team with ad-hoc administration tasks as required
- Experience of working in the Private sector housing or local government preferred.
- Excellent customer services and listening skills, keeping calm, empathetic and being professional at all times putting the customer firstÂ
- Excellent IT and keyboard skills
- Excellent written and verbal communication
- Ability to prioritise workload and work to Key Performance Indicators targets.
- Customer focus Can do and Positive attitude.
- Use to working in performance culture environment and working as team player.
- Willingness to undertake relevant ongoing training and development.
- Taking ownership and accountability to resolve customers enquiries
- Trustworthy and credible; an excellent role model
- Highly motivated with strong work standards & ethics and team player
- Confident personality with strong interpersonal skills to liaise with numerous stakeholders and resolve situations effectively, tactfully and with minimal conflict while maintaining positive relationships.
- Ability to make sound judgement in challenging situations.
- A team player who can understand and contribute to wider organisation strategic and operational objectives
