Customer Service Manager (Residential) - Build to Rent

Posted 30 November 2022
Salary£36000 - £38000 per annum + Discretionary Bonus
Job type Permanent
DisciplineReal Estate Management, Operations & Service Delivery
Contact NameWesley Beckenham

Job description

An exciting opportunity has come up for an experienced professional within the residential sector who excels in customer service and resident engagement!

This company is currently managing a number of buildings in Central London, with a mixture of Market, Intermediate and Social rents.

This role suits candidates who thrive on increasing customer satisfaction, who are a well-organised and want to join a growing organisation with great opportunities to progress.

The role is paying between £36,000 - £38,000 with a discretionary bonus scheme.

Job Purpose

As the Customer Experience Manager, you will lead the management of customer feedback, delivering a brilliant service and clear reporting. Resident engagement is key to this role, you will need to be responsible and accountable to residents for providing an excellent, empathetic and personal housing management service. This includes regular communication and meetings and being responsible for ensuring that any issues they have raised are resolved appropriately.

Our services to our clients and our customers will always be highly responsive and efficient and our overall aim is to achieve excellent financial and operational portfolio performance for them. The post-holder must maintain good contacts within the Group and internal departments and share information to assist in the provision of an effective and high quality service. Working collaboratively and creatively with internal colleagues and the client to deliver excellent services.

Solely responsible for the customer engagement strategy, resident events, surveys and complaint procedure and the investigation of tenancy matters including anti-social behaviour and subletting for properties managed by this company across London.

Key Accountabilities

  • Improve customer experience by collaborating with internal teams and clients
  • Increase Net Promotor Score (NPS). Increase promotors and reduce detractors by addressing customer needs effectively through excellent customer service
  • Monitor and manage feedback across multiple platforms including surveys, emails, online reviews and social media.
  • Manage and respond to stage 1 and stage 2 complaints from customers and provide the Ombudsman with information if requested.
  • Be the customer voice into the business and to the clients, sharing feedback and learnings through clear reports, proactively sharing trends and insights
  • To have excellent written and verbal communication skills when speaking with residents
  • Support managers to improve and develop a customer service experience strategy and framework
  • Develop and maintain good working, productive partnerships, with all internal and external contacts and to promote a positive image for both the Operations area and the Company.
  • Maintain a superior customer service relationship with residents, colleagues and suppliers.
  • Monitor and manage Anti-social behaviour within residential developments
  • Maintain the highest standard of conduct and integrity ensuring that contacts are treated fairly, irrespective of race, gender, disability, creed or sexual orientation.
  • Ensure that both internal KPIs and SLAs are adhered to. To meet regularly with the Associate Director to discuss performance.
  • Ensure that the Customer Experience is as positive as possible within client limitations and to ensure that any client limitations/potential improvements are referred to the Associate Director
  • Develop a detailed knowledge of the properties
  • Provide reports for Associate Director and/or clients as required
  • Where required attend client meetings
  • To use the tools provided by the company, including the database, effectively and efficiently to enable maximum operational productivity
  • Assisting the operations team in resolving and supporting with any incidents or accidents which occur.
  • Assist the Portfolio Manager with ad hoc projects as required
  • To prepare weekly, monthly and quarterly reports to demonstrate performance and compliance with KPI's
  • To evolve as systems change to enhance our operations and the customer experience
  • Organize and participate in planned resident meetings and activities
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