Customer Service Representative - Wembley

PMR are seeking an enthusiastic, engaged and friendly Customer Service Representative to assist with the successful operation of a residential development. The CSR will have a service-oriented approach so that resident queries can be dealt with in a timely and positive manner. The CSR must possess the ability and skills required to maintain a high level of customer service. A positive attitude towards a changing and fast paced environment is essential.

Key Accountabilities

Letting & Administrative

• Respond to email / phone enquires in a timely manner
• Respond to any customer queries and ensure our residents expectations are managed at all time
• Assist with preparation of check-in and check-out reports
• Prepare inventories
• Arrange utility registrations / council tax communication after residents move in
• Assist with move in / move out customer journey procedures
• Assist with the collection of rents, ensure collection and deposit on a timely basis
• Utilise Yardi property management system to record various transactions as required
• Utilise property management software to record transactions and run various operating reports
• Reporting on feedback provided by team members as part of process development at required times. Including attending and contributing to meetings to help develop these processes.
• Assist with deposit protection scheme set up and releases
• During the 1 year (lease-up) assist the lettings team with viewings. After the building reaches stabilisation, the viewings will be conducted by the CSR on regular basis.
• Assist Process resident applications including completion of background and credit checks
• Assist with market surveys / competitor analysis and "open houses"
• Involvement with internal projects to improve lettings/operational processes as required including assisting with training of other team members.

Customer Service

• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
• Ensure resident issues and service requests are addressed within 24 hours
• Promote a neighbourly and community atmosphere
• Undertake programs to recognise long term residents
• Seek ways to exceed service expectations of residents including contributions to Random Acts of Kindness (RAK) programme.
• Assisting the Managers resolving customer complaints.
• Providing feedback on the efficiency of customer service process to help develop brand and ways of working.
• Active involvement in obtaining regular 5* reviews for the property.
• Comply with regular fire safety and health and safety standards
• Assist in undertaking scheduled flat inspections and recording of same
• Day to day assistance in management of preventive and reactive maintenance
• Adhere to business operating processes, systems and standards
• Assist in monitoring compliance with planned and reactive maintenance procedures, such that buildings are safe for both our residents and our employees
• Assist with the upkeep of the general cleanliness and appearance of the property and report any serious deficiencies regarding curb appeal or hazards to the Manager

QUALIFICATIONS, EXPERIENCE AND ROLE REQUIREMENTS

Essential:

• At least 4 years' experience in property letting or related business (student accommodation, commercial buildings, hotels)
• Excellent customer service skills
• Demonstrable experience of effective communication both orally and in writing
• Advance skills in the use of business operating systems including
• Microsoft Office / Property Management Systems
• Positive attitude towards learning and training
• Strong administration and organization skills
• Ability to work independently and with minimal supervision when carrying out day-to-day responsibilities
• Ability to work weekends and Bank Holidays

Desirable:

• Experience of working in the private residential sector
• ARLA member
• Yardi or similar property system knowledge