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- To provide advice and information to tenants, residents
- To promote tenant and resident engagement
- To attend internal and external meetings as required (time off in lieu is available for attending meetings outside of normal office hours)
- To deal effectively with complaints in line with the procedures, managing each through to completion.
- To provide efficient and accurate support to ensure the smooth running of the department.
- To be responsible for reactive maintenance when an issue is reported either via email or phone call etc, then ensuring that job orders are raised appropriately before sending contractors to site, whilst keeping the customer informed.
- Training will be provided with the intention of developing the individual, so they can fulfil the following tasks:
- Obtain feefo's in line with company OKR of 50 feefo's per month, to ensure company and Personal development.
Responsibilities:
- Providing all-round excellent customer service
- Dealing with customer queries; verbally and in written form.
- Manage electronic data and e-mails, responding within 24hrs.
- Answering phones being the first port of call for anyone who calls the office, ensuring that phones are answered within 3 rings.
- Raising complaints with contractors when works aren't completed to a satisfactory standard.
- Follow up of H&S, FRA, Site reports and lift engineering works, ensuring that all reports are actioned appropriately under the supervision of the property manager.
- Completing minutes and site reports within 5 working days.
- Liaise directly with the Estate Manager to ensure that orders can be raised, and it is an appropriate fee to spend.
- Diary Management of the Estate Manager/ Site.
- To live our core values, do what you say you will do, contribute positively to our company culture and be someone your team can count on.
- To work effectively with other members of the team.
Processing:
- Set up or monitoring of Insurance claims.
- Writing leaseholders and resident letters regarding different issues relating to the block
- In most cases obtaining minimum 3 quotes for orders over £400
- Liaise with onsite staff so you are aware of what is going on onsite, along with working with them to ensure the best possible service.
- Ensure that onsite staff have appropriate materials for offices etc (toilet rolls, printer ink, paper etc)
- Assisting the Estate Manager with large projects to ensure smooth running.
- Answering any queries that may involve your sites and provide adequate cover when Estate manager is not in the office.
- Saving reports, e-mails, contract etc in the appropriate location on Qube.
- Sending SMS, emails for updates on urgent issues.
- Sourcing local contractors.
- Put contracts in place.
- Meeting with clients/customers on site with complicated reactive issues
- Finding ways to reduce costs and improve service provided by working to find and build a good relationship with contractors.
