Customer Relationship Manager

PMR are looking for an enthusiastic and experienced Customer Relationship Manager to manage two purpose-built residential developments based in Croydon.

To be responsible for letting void properties and delivering an excellent service to all of our customers, being the dedicated point of contact for all customers within the designated portfolio; building and maintaining excellent customer relationships and ensuring each property is let quickly.

Key Responsibilities:

Customer Service

• Creating good customer relationships with all customers (existing and prospective).
• Welcoming all new customers, registering new applicants on the IT system; taking enquires from prospective or existing customers and matching with them properties suitable to their needs
• Arranging appointments with customers for maintenance work and obtaining customer feedback.
• Formulating action plans for all ongoing customer issues until a resolution is achieved.

Property Management

• Keeping scheme information details for your patch up to date with key information and ongoing issues for utilisation by the team to ensure continuity of service during periods of leave.
• Deal with ASB issues as and when they arise and in line with company policy.
• Carry out regular scheduled internal and external inspections and complete and file inspection reports for future reference.
• Work with the management team to formulate a long term plan for the buildings you manage.
• Arrange lock changes and ensure a management set of keys is retained and registered in the key management system.
• Ensure communal areas and neighbourhoods are clean, safe and well maintained by working with the contractors, caretakers or cleaners as required. You will be asked to manage contractors, cleaners, caretakers and landscape contractors as part of your role.

Lettings

• Taking payments, rent, move in monies and fees, checking all deposits are registered.
• Managing the lettings and offer process from end to end.
• Conducting market research to identify local trends and market rents and taking action on all feedback after viewing to ensure required improvements are made.
• Ensure all our advertisements are up to date and refreshed on a regular basis.
• Setting up new tenancies and sending them all relevant information.
• Qualify applicants by ensuring customer conforms with right to rent requirements, passing the proof to the relevant team members and starting the reference checks.
• Dealing with tenancy surrenders and vacating customers.

Health & Safety

• Maintain 100% compliance for gas, electric, asbestos, FRAs, personal safety device usage, legionella testing.
• Report near misses and incidents in line with company H&S procedures.
• Serve notices and arrange for removal of goods in line with company communal storage policy.
• Ensure all voids are H&S compliant.

Budget Management

• Effectively manage and be accountable for the expenditure for all properties within your portfolio including the repairs budget for your schemes and flagging potential high spends/overspends to management.
• Recharge customers for repairs as and when necessary.
• Receipting all completed works to ensure contractors are paid swiftly on receipt of invoice.

General

• Act at all times in line with the Company Values, integrating these in to all work practices.
• Ensure good inter-team working relationships and strong communication with both internal and external customers at all times to ensure the best possible service is always delivered.
• Maintain accurate records at all times.
• Produce accurate information and reports for weekly/ monthly meetings.
• Participate in team, departmental and corporate project and planning processes as required.
• To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation.
• To act as an ambassador for the company in your conduct during working hours and in all contact with customers and third parties connected with the business.

Knowledge, Skills And Experience

Essential

• Property Management experience within a Customer-focused 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.
• 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
• Demonstrable experience and ability to use ICT packages i.e. Microsoft Word and Excel.
• Self-motivated, with high energy and enthusiasm
• Pragmatic, creative approach to problem solving, with emphasis on fast and practical solutions.
• Demonstrable experience of taking responsibility for own actions and development opportunities, maintaining high levels of integrity.
• Commitment to equality, diversity, and mutual respect; accepting differences and treating everyone fairly.

Desirable

• COSSH Training
• Knowledge and experience of using Qube

Working Pattern:

Normal hours of work will be a minimum average of 40 hours per week: 10.00 a.m. to 7.00 p.m. Monday, Tuesday, Thursday and Fridays, during which you will be entitled to a one hour lunch break on each day; 1.00 p.m. to 6.30 p.m. on Wednesdays; and 10.00 a.m. to 3.00 p.m. on alternate Saturdays."