Customer Relationship Manager
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| Job Type | Permanent Full Time |
| Location | Chatham |
| Area | Kent, England |
| Sector | Build to RentBuild to Rent - OperationsBuild to Rent - Leasing |
| Salary | £30,000 |
| Start Date | |
| Job Ref | PMR2062 |
- Description
- PMR are looking for an energetic and experienced Customer Relationship Manager to ensure the successful launch and ongoing management of a new purpose-built residential development based in Chatham, Kent.
Key Responsibilities:
Customer Service
• Creating great customer relationships with all customers by sending regular updates and communication in a professional manner.
• Welcoming all new customers, registering new applicants on our IT system; taking enquires from prospective or existing customers and matching with them properties suitable to their needs.
Property Management
• Work with Procurement Manager to review soft and hard FM contracts and monitor contract performance.
• Carry out internal and external communal inspections
Staff Management
• Managing onsite staff and ensure key day-to-day tasks are completed and daily handover undertaken.
New Scheme
• Attend handover, receiving keys, familiarisation tours, ensuring check list of items
demonstrated is signed off and cosmetic issues are identified and documented.
• Manage defects process, reporting and recording all defects cases to ensure a satisfactory
outcome for us and our customers.
Health & Safety
• Maintain 100% compliance for gas, electric, asbestos, FRAs, personal safety device usage,
legionella testing.
• Ensure all voids are H&S compliant
Budget Management
• Approve invoices for all completed works to ensure contractors are paid swiftly on receipt
of invoice.
• Manage day to day expenditure to ensure it is in line with budget.
Lettings
• Managing the lettings and offer process from end to end, including arranging and
undertaking viewings and checking in appointments with customers and agents; handling
multiple offers and confirming offer details to customers; and taking action on all feedback
after viewing to ensure required improvements are made.
• Qualify applicants by ensuring customer conforms with right to rent requirements
• Dealing with tenancy surrenders, goods removal and vacating customers.
General Responsibilities
• Keeping up to date records of all customer contact on IT system.
• At all times follow the financial regulations, policies and procedures.
• Understand the importance of taking care of one’s own health and safety and that of others.
• Ensure good inter-team working relationships and strong communication with both internal
and external customers at all times to ensure you deliver the best possible service.
• Effectively utilise systems and digital platforms such as Aircall, Hubspot, FixFlo and Qube.
• Provide accurate information to Manager for weekly/ monthly reporting.
Skills, Experience & Knowledge:
Knowledge and Experience
• Able to show an understanding of and commitment to property services and managing
landlord and customer relationships.
• Able to communicate effectively and clearly in writing and verbally, including drafting
correspondence and documents.
• Strong attention to detail.
• Ability to work in a varied and demanding role with appropriate supervision.
• Ability to work to strict deadlines and be organised and efficient.
• Demonstrable experience and ability to use ICT packages i.e., Microsoft Word and Excel.
Essential
• Proven experience within a Customer-focused, PRS or hospitality environment.
• Required authority, skill, and support to creatively address customer needs across the
portfolio.
• Actively embrace and work within the Company Values.
• Able to show an understanding of and commitment to good customer care.
Desirable
• IRPM, ARLA qualification or equivalent or working towards
• Knowledge and experience of using Qube, HubSpot or Fixflo
