Customer Relations Coordinator

Job Description

Our client is an expanding and professional organisation who are seeking a Customer Relations Co-ordinator to join their busy dynamic team. Salary £25,000 - £27,000As part of the Accounts Team, you will provide a first-class service to Leaseholders verbally over the telephone and in written email correspondence responding to Accounts queries regarding Service Charge and Qualifying Works whilst working in a fast-pacedenvironmentDuties and responsibilitiesCentral Accounts

• Provide a professional, informative, efficient, factual and friendly response to Leaseholders queries as the main point of contact for the Accounts mailbox
• Self-management of workload to ensure the Accounts mailbox is maintained within the company service level agreement.
• Forwarding emails received to Accounts to the correct department in a timely manner
• Liaise with other departments and Management including Maintenance, Credit Control, Directors and Peers as well as our clients Legal department to fully investigate and respond to all queries received by email, letter and over the telephone
• Answer incoming calls to the Accounts office dealing with queries relating to Service Charge expenditure, Qualifying Works, Arrears letters coupled with transferring of calls as required
• Resolving issues with the Customer Portal preventing the Leaseholder gaining access to their account including registration process, login difficulties, retrieving documents etc. by email and over the telephone
• Log all telephone calls and saving of email correspondence on Qube (our property management system) to record Leaseholder interactions regarding their account
• Data management of Leaseholder contact information, updating and maintaining accurate records
• Administrative support to peers including processing of post received in line with company procedures, printing of any letters, invoices and other documents as required.
• Franking of mail
• Processing payments over the phone via Sage pay
• Always working with consideration to legislation and GDPR Regulations

Other ad-hoc duties

• Assist the Management team and / or Director with any escalated complaints, providing evidence of how matters were handled in order responses can be issued effectively.
• Provide administrative support processing Direct Debit mandates and Credit Applications
• Allocation of Leaseholder payments received by bacs, card, and cheque and raising of any receipts as required
• Administration of Right to Manage process to ensure properties which are Right to Manage are adequate insured
• Administration of subletting process of initial licence and annual renewal including billing of relevant fee
• Any other duties that may reasonably be requested by the Management, Director or Shareholders.

Requirements and skills

• Education to GCSE Level or equivalent
• The ability to prioritise tasks and work under pressure
• Manage time effectively to ensure service level agreements are maintained
• Proven Customer Service / Accounts experience
• Excellent listening skills, phone etiquette and ability to resolve problems calmly and professionally
• High level attention to detail
• Customer orientation and able to adapt / respond to different types of Leaseholders
• Excellent communication and written skills especially with written correspondence and email etiquette
• Good IT skills with experience using Microsoft Office packages
• Works with management to maintain / develop best practices for efficient communication with Leaseholders
• Build relationships of trust through open and informative communication
• Team player who is prepared to go the extra mile