Customer Service Manager - Co-Living

PRC is excited to be working with Outpost Management to recruit a Customer Service Manager for their latest development – Enclave: Croydon

We’re looking for someone with experience, positivity and commitment.

Enclave: Croydon is due to welcome its first residents to Croydon from October 2023. With 817-apartments, this isn’t a role for the faint-hearted, but it is a unique opportunity to lead something record-breaking, and help forge the Enclave brand.

Key responsibilities:

People Management

  • Contribute to a happy, motivated and ambitious team that’s task-driven and results-orientated
  • Along with the other Management team members, manage the training of new team members  

Customer Experience

  • Prioritise customer service, ensuring residents have the best possible experience, and become our ambassadors
  • Deal with complaints with empathy, and praise with modesty (We’ve got procedures to support both!)
  • Shape and deliver resident experience objectives and targets, utilizing the Outpost Standard Operating Procedures
  • Assist with set up and operation of social events and activities with customers, network with customers at every opportunity to drive customer retention

Operational/Compliance

  • Support the Residence Manager in the autonomous management of the entire estate, including residential and commercial elements
  • Be part of the on-call rota as and when required
  • Ensure full knowledge of apartment and communal area systems and operation
  • Ensure all move-ins are coordinated with leasing team, customer service team and third party service providers
  • Schedule and carry out apartment familiarisation sessions with all new residents within apartments
  • Ensure all additional services purchased are prepared and handed over to residents in line with leasing team committed dates
  • Attend regular Operations and Leasing team meetings to maintain strong inter-company communication
  • Schedule and communicate all move-outs with Maintenance and end of tenancy cleaning teams to ensure manage void periods
  • Drive upselling of additional services wherever possible
  • Plan, schedule and carry out all apartment mid-term health checks with customers and document accordingly – communicate any concerns to team where required
  • Ensures that all serious customer issues, where relevant, are communicated to Residence Manager to aid swift response and closure to customer satisfaction
  • Assist in the management of the property management system, including preparing and presenting reports
  • Oversee bank accounts and payments, both from residents and suppliers, including debt management
  • Assist in the management of resident tenancies, including ASTs, move-in and move-out processes, and anything in between.
  • Build relationships with senior team members, stakeholders, and clients across the business
  • Keep up to date with changes in technology, processes and standards within the industry
  • Offer suggestions to improve operational performance
  • Be flexible, and hands on. Get stuck in!

Commercial

  • Assist in the management of the wider estate, including the commercial tenants
  • Work alongside the Residence Manager to ensure payments are received on time
  • Establish positive working relationships with the wider estate

Person Specification

We’re looking for a talented, committed and flexible manager to join our team.

The person we’re seeking will ideally be educated to degree level, and will use their customer service experience to lead a team committed to driving revenue and providing an unforgettable living experience for our residents

This is a huge role, with big responsibility and unlimited potential for career growth.

We’re results-driven, and we’re looking for dependable and dedicated people who see the bigger picture, while loving the detail.

Please do reach out to Francis to register your interest – francis@propertyrecruitmentcompany.com

Salary
£45,000 + Bonus
Location
London
Posted
Wednesday 23rd November, 2022
Co-Living BTR

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