To be responsible for letting void properties and delivering an excellent service to all of our customers, being the dedicated point of contact for all customers within the designated portfolio; building and maintaining excellent customer relationships and ensuing each property is let quickly to minimize loss of rental income.

To be responsible for to ensuring estates services and void work are managed to business standards, working with external Managing agents where necessary, ordering and managing repairs, attending viewings, and dealing with any tenancy issues and breaches as and when they arise.

Essential

* Proven experience within a Customer-focused, PRS or hospitality environment.

* Required authority, skill and support to creatively address customer needs across the portfolio.

* Outstanding IT skills, being tech savvy with strong familiarity or previous experience and know-how using and juggling multiple apps and systems, along with Microsoft Excel, PowerPoint, Outlook & Word experience.

* Actively embrace and work within the Company Values.

* Able to show an understanding of and commitment to good customer care.

* Able to show an understanding of and commitment to property services and managing landlord and customer relationships.

* Able to communicate effectively and clearly in writing and verbally, including drafting correspondence and documents

* Strong attention to detail

* Ability to work in a varied and demanding role with appropriate supervision.

* Ability to work to strict deadlines and be organised and efficient

* Demonstrable experience and ability to use ICT packages i.e. Microsoft Word and Excel.

Key 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 properties suitable to their needs.

Property Management

* Work with Procurement Manager to review soft and hard FM contracts and monitor contract performance.

* Seek appropriate support from surveyors and specialist contractors where necessary to diagnose and resolve complex repair issues.

* Deal with any anti-social behaviour issues as and when they arise and in line with business policy.

* Carry out internal and external communal inspections and complete and file inspection reports for future reference.

* Work with the management team to formulate a long-term plan for the buildings you manage.

* Ensure communal areas and neighbourhoods are clean, safe and well maintained by working with the contractors, caretakers or cleaners as required. You will be expected to manage contractors as part of your role.

* Log, instruct and oversee completion of mid tenancy repairs or defects (where applicable). To chase and manage contractors or responsible parties accordingly to ensure jobs are completed within required SLAs and defects are also reported in line with defect reporting process. To escalate to superiors where repairs or defects are not undertaken within SLAs.

Staff Management

* Managing onsite staff (e.g. Concierge/admin staff), ensuring key day-to-day tasks are completed and daily handover undertaken.

* Manage rota for onsite staff, arranging cover for annual/sick leave where requirement and submitting information for payroll

* Arrange ongoing training for onsite staff and undertake annual performance review

Health & Safety

* Maintain 100% compliance for gas, electric, asbestos, FRAs, personal safety device usage, legionella testing.

* Report near misses and incidents in line with business 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

* Taking payments, rent, move in monies and fees, checking 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; conducting market research to identify local trends and market rents and taking action on all feedback after viewing to ensure required improvements are made. Ensure all our advertisements are up to date and refreshed on a regular basis.

* Send completed deal sheets to Lease & Contract Coordinator and assist in customer communications during referencing and deal progression.

* Ensure property is let in a good condition (i.e. that it is clean and there are no outstanding repairs) and undertake check in inventory report.

* Qualify applicants by ensuring customer conforms with right to rent requirements (checking ID in person and taking photographic proof), passing the proof to the relevant team members and starting the reference checks.

* Dealing with tenancy surrenders, goods removal and vacating customers. Liaise with Credit Controller to include ensuring outstanding monies are collected, notices served and updating status on CRM system and then passing on to relevant parties.

* Manage tenancy renewals, ensuring customers qualify for renewal prior to offering renewal terms and sending renewal deal sheets to leasing manager.

* Update Digital Marketing Manager on voids list.

* Provide monthly report on competitors and local market conditions.

* Updating team with surrender, voids and under offer information.

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.

* Act at all times in line with the Company Values, integrating these into all work practices.

* At all times follow the financial regulations, policies and procedures.

* Maintain accurate records at all times (both computerised and manual).

* To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation.

* To act as an ambassador for business in your conduct during working hours and in all contact with customers and third parties.

* Ensure good inter-team working relationships and strong communication with both internal and external customers at all times to ensure business delivers the best possible service.

* Effectively utilise systems and digital platforms such as Aircall, Hubspot, FixFlo and Qube.

* Support the Marketing Team to implement engaging community building events for residents

* To undertake any other duties as are reasonably requested from time to time.

* To provide cover of 'Front of House' staff when they are on leave.