Customer Services Representative (12 months FTC)

PMR are working with a prestigious London developer who are seeking a Customer Services Representative for a 12 months FTC.

To assist with the delivery of apartments to customers who have purchased in two prestigious residential developments and to manage any customer queries from pre-completion through to the end of the 2 year warranty period.

To deliver an exceptional level of customer care to a portfolio of customers on the development from exchange of contracts to occupation and during the 2 year warranty period.

To act as the main point of contact for all enquiries, visits, handovers and defects management, in a courteous and professional manner.

Main Responsibilities:

• To keep in regular contact with the purchasers and keep up to date and well-presented customer files on salesforce with information in respect of the customer and the apartment and ensure all records are accurate.
• To ensure the apartments are ready for handover by carrying out final snagging inspections, arranging cleaning and gifts, collating handover packs and taking handover of keys from construction. Ensure that the property is presented to the customer in an exceptional condition.
• Liaise and correspond with all relevant departments to manage purchaser extras and colour selections. Carry out regular checks on site to ensure the customer choices are being installed as chosen by the customers.
• Keep in contact and prepare purchasers to take handover of the apartment. Manage a variety of requests from customers and their representatives.
• To attend any meetings, events or training in relation to the development and the customers, such as internal meetings, residents meetings and purchaser events.
• Correspond with buyers, their solicitors and mortgage lenders in regard to booking in valuations. Ensure that buyers arrange their mortgages in time for completion and report on any issues in relation to the legal status of the customer.
• Arrange and carry out pre occupation and handover appointments with customers. Liaise with contractors to ensure completion of any matters which may arise from pre occupation and handover meetings.
• Be on hand to support customers while they are moving in, ensuring that the move in bays, lifts and trollies are booked and the move in route is protected. Ensure all teams are made aware of the customer moving in.
• Inspect any matters/defects reported by customers or their tenants following legal completion and arrange attendance by the appropriate subcontractors during the warranty period. Meet contractors and oversee that any work is completed to a high standard, ensuring that apartments are protected and are left as they were found during remedial process.
• Keep all customers updated of the progress during the resolution process of any defects reported and ensure that all correspondence is recorded on Dome Connect and Salesforce.
• Work closely with other team members to ensure that every customer, their representatives or tenants, receive an outstanding level of customer service.
• Liaise with external parties to gather information in relation to hand over of utility information and setting up of apartment services for TV/internet, to ensure smooth handover to the customer.
• To carry out other reasonable duties as requested by the Senior Customer Services Manager and Director - Customer Services.

What We Require of You:

• Previous experience within a customer focused role in a corporate background is essential, ideally gained within property management.
• The candidate must demonstrate excellent customer service skills and understand how it is applied in the context of property management.
• Excellent interpersonal skills and written and verbal communication are essential.
• Smart and professional appearance is required.
• The candidate must be computer literate and proficient in Microsoft Word, Microsoft Excel, Windows 2010 and Microsoft Outlook.
• A flexible approach is essential, together with the ability to communicate at all levels and be a team player.
• The candidate must demonstrate an excellent eye for detail, with strong organisational skills.
• To be able to show outstanding time management and multi-tasking skills, be an excellent problem-solver and have the ability to use initiative when completing tasks