Customer Service Associate - The Helm

Purpose of the Role

To provide onsite lettings and property management services to an exciting build to rent residential scheme development comprising 159 apartments in a large-scale property in Bournemouth.

To be the first point of contact from enquiry stage, viewing the property through to resident move in.

To ensure a high level of customer service is provided to residents at all times, engage with residents to create a sense of community within the development.

Key Responsibilities

• Making sure all the health and safety compliance are up to date
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments and defect repairs, logging issues in order that required service levels are attained
• Carrying out daily inspections of communal areas and corridors of the estate
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns
• Creating a community feel through communication, events and innovations
• Work alongside the RSM to ensure H&S statutory requirements are met across the development
• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all time
• Responding to rental enquiries, booking in and conducting viewings and agreeing offers when needed
• Liaising with appointed letting agent(s) during initial let up period when needed
• Completing all applicant vetting in line with Savills procedures
• Post initial let up, uploading availability details to marketing portals and updating adverts as necessary, dealing with enquiries, conducting viewings and negotiating offers when needed
• Processing offers and completing all tenancy documentation when needed
• Provide first class customer service to residents
• Ensuring up to date resident communication via various channels including social media
• Monitor CCTV when at reception
• Support with logging parcels & packages
• Report any estate maintenance issues to the FM manager
• Record accident & incidents

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time

Working Hours - 11AM - 8PM - as part of a site rota. Occasional weekend work may be required for resident events.

Shifts may vary as per business needs.

Skills, Knowledge and Experience

• Strong customer service ethic / background
• BTR/Lettings experience required
• Positive, can do attitude
• Organised and detail oriented
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Excellent written and spoken etiquette
• IT literate and Social media savvy
• Experience in build to rent would be an advantage

Working Hours - 5 days Mon-Fri (40 hour week) Working Hours - 11pm - 8PM - as part of a site rota. Occasional weekend work may be required to cover resident events.

Salary - £28,000 plus discretionary 10% bonus

Please see our Benefits Booklet for more information.