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Senior Customer Relationship Manager Build to Rent

Deverell Smith
Job LocationTottenham Hale
EducationNot Mentioned
Salary£40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

deverellsmith are working with a leading national operator of Build to Rent to secure a Senior Customer Relationship Manager for their new scheme in Tottenham Hale. This person will be reponsible for thesuccessful launch and mobilisation of our new development. The new purpose-built residential development (166 units) in Tottenham Hale in London will have a phase 2 part of the development with a further 310 units.KEY RESPONSIBILITIESKey tasks Customer service/ customer contact

  • Creating good customer relationships with all customers (existing and prospective) by sending regular updates and communication in a professional manner.
  • Formulating action plans for all ongoing customer issues until a resolution is achieved.
  • Welcoming all new customers, registering new applicants on our IT system; taking enquires from prospective or existing customers and matching with them propertiessuitable to their needs.
    • Property Management
  • Work with Procurement Manager to review soft and hard FM contracts and monitor contract performance.
  • Deal with any anti-social behaviour issues as and when they arise and in line with policy.
  • Carry out internal and external communal inspections and complete and file inspection reports for future reference.
  • Ensure communal areas and neighbourhoods are clean, safe and well maintained by working with and management of the contractors, caretakers or cleaners as required.
    • Staff Management
  • Managing onsite staff (e.g. admin staff), ensuring key day-to-day tasks are completed and daily handover undertaken.
  • Manage rota for onsite staff, cover any annual/sick leave where required and submitting information for payroll.
  • Undertake annual performance reviews of admin staff.New Schemes
  • Attend handover, receiving keys, familiarisation tours, ensuring check list of items demonstrated is signed off and cosmetic issues are identified and documented.
  • Manage defects process, reporting and recording all defects cases to ensure a satisfactory outcome for us and our customers.
  • Liaise with Marketing team to keep up to date with developments on your new scheme and changes to practical completion dates, also setting rent levels.
    • Health & Safety
  • Maintain 100% compliance for gas, electric, asbestos, 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., ensure valid gas certificate, electrical safety cert,EPCs, smoke alarms).
    • 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 with assistance of lettings admin/onsite staff.
  • Creating a specification for void works, establishing costs and timescales for works.
    • Lettings
  • Check payments, rent, move in monies are received and all deposits are registered.
  • Managing the lettings and offer process from end to end, including arranging and undertaking viewings and checking in appointments with customers and agents; handling multiple offers and confirming offer details to customers; and taking action on all feedbackafter viewing to ensure required improvements are made.
  • Dealing with tenancy surrenders, goods removal and vacating customers.
  • Update Digital Marketing Manager on voids list.
  • Provide brief monthly report on activity on site.
    • General Responsibilities
  • Keeping up to date records of all customer contact on IT system to ensure a full audit trail exists.
  • Keeping scheme information details for your patch up to date with key information and ongoing issues for utilisation by the team to ensure continuity of service during periods of leave.
  • To observe the highest possible standards in relation to customer confidentiality and incompliance with Data Protection legislation..
  • Effectively utilise systems and digital platforms such as Aircall, Hubspot, FixFlo and Qube.
  • Provide accurate information to Mobilisation Manager for weekly/ monthly reporting.
  • To undertake any other duties as are reasonably requested from time to time.
  • To provide cover of other onsite staff when they are on leave.
    • KNOWLEDGE, SALES EXPERIENCEEssential
  • Proven experience within a Customer-focused, PRS or hospitality environment.
  • Required authority, skill, and support to creatively address customer needs across the portfolio.
  • Actively embrace and work within the Company Values.
  • Able to show an understanding of and commitment to good customer care.
    • JOB DESCRIPTION AND PERSON SPECIFICATION
  • Able to show an understanding of and commitment to property services and managing landlord

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