Customer Service and Sales Representative

Posted 22 June 2022
Salary£25000 - £28000 per annum + 10% Discretionary Bonus
LocationWest London
Job type Permanent
DisciplineReal Estate Management, Operations & Service Delivery
Contact NameRoss McEwan

Job description

Purpose of the role:

You will play an important role in the successful operation of a residential rental building. From the initial enquiry to the moment when a resident chooses to end their tenancy, you are there to deliver outstanding customer service at every moment possible.

The right candidate must possess the ability and skills required to conduct viewings and respond to enquiries from prospective tenants, and when successful, guide the applicants through the referencing process. At the same time, the Customer Service & Sales Representative helps to host the Reception area to offer a warm welcome to Residents, and build the sense of community and friendliness. A positive attitude towards a changing and fast-paced environment is essential - the right candidate needs to be enthusiastic, engaged and hands-on, to maintain the same level of service as the Resident Managers in their absence.

Lettings & Administration:

  • Respond to email & phone enquires in a timely and courteous manner
  • Respond to any customer queries and ensure our residents expectations are managed at all times
  • Assist with preparation of check-in and check-out reports, completing property inductions with new residents.
  • Prepare inventories for apartments and ensure these are returned by new tenants
  • Arrange utility registrations & council tax communications after residents move in
  • Assist with move in / move out customer journey procedures
  • Utilise Yardi property management system to record and navigate tenant information, producing AST contracts and renewal contracts.
  • Reporting on feedback provided by team members as part of process development at required times. Including attending and contributing to meetings to help develop these processes.
  • Assist with deposit protection scheme set up and releases
  • Conduct viewings for prospective tenants, recording the feedback on our Hubspot marketing software and sending follow-up emails.
  • Assist in processing resident applications to guide them through the start of their tenancy, including completion of background and credit checks
  • Assist with market surveys, competitor analysis and "open houses"
  • Involvement with internal projects to improve lettings/operational processes as required including assisting with training of other team members.

Customer Service:

  • Host the Reception area to provide a warm welcome to Residents of the building.
  • Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
  • Ensure resident issues and service requests are addressed within 24 hours
  • Promote a neighbourly and community atmosphere, assisting in the planning and delivery of resident events
  • Undertake programs to recognise long term residents
  • Seek ways to exceed service expectations of residents
  • Assisting the Resident Managers resolving customer complaints
  • Providing feedback on the efficiency of customer service process to help develop brand and ways of working.
  • Active involvement in obtaining regular 5* reviews for the property.

Building Management:

  • Comply with regular fire safety and health and safety standards
  • Assist in undertaking scheduled flat inspections and recording of same
  • Day to day assistance in management of preventive and reactive maintenance
  • Adhere to business operating processes, systems and standards
  • Assist in monitoring compliance with planned and reactive maintenance procedures, such that buildings are safe for both our residents and our employees
  • Assist with the upkeep of the general cleanliness and appearance of the property and report any serious deficiencies regarding curb appeal or hazards to the Resident Manager

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