Job Description Role:
Reporting to an Associate Director, this position has responsibility for managing a complex/technical portfolio of customers, delivering a best-in-class customer service delivery model, whilst adhering to and contributing to the ‘Newton Way’ customer excellence charter.
Main responsibilities:
Customer experience & engagement:
Act as the deputy for the relevant Associate Director
Offer support with technical questions and daily escalated issues
Responsible for the delivery of the ‘Newton Way’ customer excellence charter
Building and maintaining relationships with both customers and contractors
Responsible for creating and distributing regular customer communications
Conduct regular owners’ meetings, in both individual and group settings
Plan, attend and manage evening AGM’s for portfolio sites
Support colleagues with owners meetings where appropriate
Portfolio management:
Manage a complex, high value portfolio of properties
Responsible for instructing and monitoring both reactive and proactive repairs
Manage and co-ordinate customer insurance claims process
Conduct regular property visits
Record keeping:
Ensuring customer records are kept accura...