Senior Customer Relationship Manager

PMR are seeking an experienced Building Manager to work with our client, a national Build to Rent provider in South East London to be responsible for the maintenance of the building and apartments and ensuring this has a positive impact on resident experience, whilst operating in a fast-paced environment.
The Building Manager will be responsible for managing the planned building maintenance, risk assessments, routine testing and apartment repairs and to ensure these are undertaken to high standards. Working with external contractors where necessary, ordering and managing repairs and dealing with any tenant issues and breaches as and when they arise.
To be responsible for letting void properties and delivering an excellent service to all customers, being the dedicated point of contact within the designated portfolio; building and maintaining excellent customer relationships and ensuing each property is let quickly to minimize loss of rental income.
To be responsible for to ensuring estates services and void work are managed to high standards, working with external Managing agents where necessary, ordering and managing repairs, attending viewings, and dealing with any tenancy issues and breaches as and when they arise.

General Responsibilities

• Keeping up to date records of all customer contact on IT system to ensure a full audit trail exists.
  * 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.
  * Act at all times in line with the Company Values, integrating these into all work practices.
  * 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; following the guidance outlined in the Safety Management System.
  * Maintain accurate records at all times (both computerised and manual).
  * To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation.
  * To act as an ambassador in your conduct during working hours and in all contact with customers and third parties connected with the business.
  * Ensure good inter-team working relationships and strong communication with both internal and external customers at all times to ensure delivery of the best possible service.
  * Effectively utilise systems and digital platforms such as Aircall, Hubspot, Fixflo and Qube.
  * Provide accurate information to the Mobilisation Manager for weekly/ monthly reporting.
  * To undertake any other duties as are reasonably requested from time to time.

Essential

• Proven experience within a Customer-focused, PRS or hospitality environment.
• Required authority, skill and support to creatively address customer needs across the portfolio.
• Strong IT skills, being tech savvy with strong familiarity or previous experience and know-how using and juggling multiple apps and systems, along with Microsoft Excel, PowerPoint, Outlook & Word experience.
• Excellent written and oral communication skills with an excellent telephone manner.
• Self-motivated, with high energy and enthusiasm.
• Excellent interpersonal and relationship-building skills and the ability to work well both collaboratively and in a team.
• 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
• 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

Desirable

• IRPM, ARLA qualification or equivalent
• Knowledge and experience of using Qube, HubSpot or Fixflo