Customer Service Executive

Posted 15 February by TRI Consulting
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A number of fantastic opportunities have come up with an exciting and progressive Housing Association in London who are looking for passionate Customer Service professionals to work within property management on a permanent basis. If you have customer service, hospitality or customer facing retail experience and wish to make a career change, this role could be a great first step into the world of property management. Equally, this job is ideal for graduates or college leavers looking to make their own way with a social enterprise and for anyone with a strong work ethic and a desire to learn and progress. Passionate, enthusiastic, and talented individuals who can add value to the thriving organisation is what we are looking for. The company is offering a generous salary and benefits and supports professional growth and actively encourages internal progression

Your key responsibilities are as follows

Provide an excellent property management service to residents within your patch,

being accountable for the overall experience they receive.

Ensure that any issues raised by residents through all communication channels (including digital) are resolved in a timely and appropriate manner whilst maintaining proactive and personalised communication.

Manage, engage with and influence external suppliers, contractors, managing agents, local authority officers and local police services to aid delivery where necessary.

As required, work with others to manage any resident dissatisfaction (including formal complaints and MP enquiries) quickly, sensitively and in line with policy.

Work with internal stakeholders, including those businesses responsible for other tenures, finance, regeneration and assets and development to resolve any issues that may arise.

Adapt to resident needs across all tenure types of the estates and blocks you manage.

Appropriately manage any reports of antisocial behaviour and covenant breaches effectively and in line with policy.

Ensure blocks and estates are maintained and in good condition by carrying out regular estate inspections in which you will be responsible for identifying any issues and taking appropriate remedial steps.

Appoint compliant, effective and value for money contracts for all aspects of property management using the appropriate frameworks or delivery mechanisms.

Proactively and effectively manage the work of contractors and managing agents using appropriate procedures and contract management tools.

Identify and influence the appropriate specification and delivery of cyclical maintenance and qualifying works.

Take responsibility for setting the service charge budget across your patch ensuring it is devised compliantly and appropriately.

Effectively and compliantly manage the service charge expenditure across all schemes on your patch.

Act as the gatekeeper in respect of all costs billed through the service charge accounts across your patch.

Be the responsible owner for receipting purchase orders to provide approval for payment to take place and be billed through service charges

Manage monthly variance report expenditure accordingly.

Ensure service charges accounts and budgets are served and billed compliantly and in in line with the required processes. This includes internal intercompany billing of service charge costs to other departments.

Take responsibility for the income collection across your patch in respect of rent and service charges in line with key performance indicators.

Take sensitive action to recover debt in line with policy with appropriate escalation where required.

Work with external managing agents where appropriate to set and monitor service charges.

Lead on case management of formal challenges through channels such as the housing ombudsman, first tier tribunal, county court and other external bodies. Enlist appropriate support from the management team, internal departments and external technical support and solicitors where appropriate.

As necessary attend development meetings of pipeline properties and provide input in anticipation of wider management issues and leasehold specific requirements.

Ensure required contracts are in place across new build properties pre occupation and any defined management strategy is embedded across new schemes.

Take ownership for defining and setting the service charge appropriately for a new

build scheme working with delivery, development and sales to ensure it is fit for purpose, realistic and future proof.

Work closely with the defects team to oversee and develop a proactive and customer focused defect and aftercare service for customers. Take overall ownership of communal defect resolution, highlighting any ongoing risk and escalating when things go wrong.

Deal with complaints and oversee complex defect cases with appropriate stakeholders including external developers and technical support, to ensure a satisfactory outcome.

Starting salary at the lower level will be at £26613 and this moves up to £29570 after 6 months and higher salary starts at £28509 and moves up to £31676 after 6 months

Essential Requirements

Looking for enthusiastic people who thrive under pressure and really enjoy problem solving and are passionate about customer service.

Ideally have worked in a Customer Service environment but the right attitude is more important

We are looking for people that have a great personality that can think on their feet and deal with people from all walks of life.

Good verbal and written skills are essential as well experience of Microsoft Word & Excel

This role will initially be based at home due to the current pandemic but it will eventually be an office based role.

Reference: 41498715

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