Customer Service & Sales Representative

Posted 11 August 2022
Salary£26000 - £28000 per annum + Quarterly Bonus
Job type Permanent
DisciplineReal Estate Management, Operations & Service Delivery
Contact NameWesley Beckenham

Job description

Are you an experienced Customer Service / Sales Professional wanting to find a role that will give you new skills and present long-term career progression?

Do you want to work for a company who are fun, friendly and put their staff first?

Would you want to work in the fastest growing sector in residential property - Build to Rent?

Purpose of the role:

The Customer Service & Sales Representative plays an important role in the successful operation of a residential rental building under our management. From the initial enquiry to the moment when a resident chooses to end their tenancy, the Customer Service & Sales Representative is 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 that has become synonymous with the company brand. 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.

Key duties:

Letting & Administrative:

  • 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 ½ 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 including contributions to Random Acts of Kindness (RAoK) programme.
  • 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.

We work as one

The key to growth is in our differences, not similarities. Alongside our partners, building a diverse, inclusive and equal environment is at our core: everyone is made to feel welcome and encouraged to be their authentic self. Respect isn't an opt-in, it's the only way forward.