Customer Care Manager - Staines

PMR are seeking an experienced Customer Care Manager, for our client, a provider of high-end Build to Rent residential properties. The Customer Care Manager will be responsible for leading the operational delivery across their new Build to Rent Scheme in Staines, ensuring an impeccable customer experience.

The Customer Care Manager will ensure residents receive the best service upon move in and throughout their tenancy. Responsible for being their first point of contact, answer any questions and queries, resolve any issues swiftly and professionally. As part of this role, they will be responsible for proactively keeping all areas of the building well maintained, ensure any on-site works are organised swiftly and carried out. The Customer Care Manager will be managing the rental collection and arrears, as well as the check out process, apartment turn around and deposit return. In addition to supporting with the Health & Safety Management of the building and financial reporting.

Key Responsibilities

• Deliver amazing customer service to future and current residents
• Ensure great apartment standards before residents move in
• Meet residents on move in to welcome them
• Answer any queries from our residents throughout their tenancy
• Deal with maintenance requests and defects
• Deal with complaints
• Upkeep the communal areas
• Carry out Home Inspections
• Turn around apartments for new residents
• Arrange end of tenancy inspections and deal with deposit deductions and returns
• Actively seek feedback from residents on performance
• Support and assist with Health & Safety and compliance
• Conduct regular site visits
• Record keeping of all emails, conversations, requests, complaints etc. in Property Management system

Knowledge, Skills & Experience:

• Excellent verbal and written communication skills
• Excellent organisational skills and time management
• The ability to prioritise and manage your own tasks and diary
• A can-do attitude
• A desire to always deliver the best service and put residents first
• Previous customer care experience necessary
• Property experience desirable
• Full UK Driving Licence