Role:
Reporting to an Associate Director, this position has responsibility for supporting a team of property managers and their portfolios with the co-ordination and management of associated administration tasks. This includes responsibility for delivering a best-in-class customer service delivery model, whilst adhering to the 'Newton Way' customer excellence charter.
Main responsibilities:
Customer Experience/Engagement
:
* Responsible for the delivery of the 'Newton Way' customer excellence charter
* Building and maintaining relationships with both customers and contractors
* Responsible for processing and distributing regular customer communications
Administration co-ordination
:
* Responsible for instructing and monitoring contractor maintenance tasks on behalf of property managers
* Responsible for the management, movement and recording of property keys
* Assist property managers with administration elements of customer insurance claims
* Assisting with the preparation and distribution of quarterly customer invoices
* Responsible for processing property sales
Record keeping
:
* Ensuring customer records are kept accurately and up to date
* Monitoring and maintaining both personal and shared mailboxes
KPI's
:
* Customer satisfaction (complaints % and survey/interviews)
* Customer response times (% delivery vs target)
Specific skills, capabilities & requirements:
* Previous experience in a customer service-based role
* Strong communicator
* Ability to work well as part of a team
* Proficient using Office 365
* Ability to work to targets
* Works well under pressure
* Previous experience using a CRM based system is preferable, but not essential