Customer Services Lead (Private Rental/Residential)

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We are working with Private Rental Developer who are in the process of setting up their Residential Service Hub in the North West London area. They have around 400 high quality properties under management with a strong long-term growth strategy and the funds to complete these. They are looking to add around 1000 properties annually, currently initially focusing on the Home Counties.
They have a need for a Resident Services Lead to support tenants with their queries and resolve issues, supporting them from when they first move in.
Working closely with property managers, operational teams and on-site staff, you will help ensure enquiries, maintenance requests and resident communications are handled consistently across the portfolio. You will also support the effective use of systems and contribute to maintaining strong service standards as the portfolio continues to grow, giving you the opportunity to grow with the business.
You will:
Resident Enquiries & Communication* Act as a first point of contact for resident enquiries across phone, email and digital platforms.* Provide clear and timely responses, making sure queries are followed through to resolution.* Log and manage enquiries and service requests within property management or CRM systems.
Complaints Management* Manage resident complaints, ensuring they are recorded, investigated and resolved in line with company procedures.* Maintain accurate records.* Escalate more complex or sensitive issues where needed.* Ensure complaint handling complies with data protection requirements and ICO guidance.
Operational Coordination* Coordinate resident service requests with property managers and contractors.* Support the management of maintenance requests and operational service queries.* Act as the link between residents and internal teams to make sure issues are picked up and resolved efficiently.* Maintain accurate records of resident communications and service requests.
Resident Experience* Support the delivery of a consistent and positive resident experience across the portfolio.* Assist with resident engagement initiatives and community activities where required* Engage with Residents prior to their move in day to coordinate a seamless move in process and when they move out.
Systems & Administration* Use operational systems to track enquiries, complaints and service requests.* Keep resident information and service records are accurate and up to date.* Support service monitoring by maintaining accurate data and assisting with performance tracking where required.

You will have:* Relevant qualification or equivalent experience in customer service, housing, property management, hospitality or business administration.* Experience handling resident or customer enquiries and complaints, including investigation and resolution.* Experience using CRM systems, property management systems and Microsoft Office

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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Location:
North Acton
Salary:
£45,000 - £50,000 /annum £50,000 + package/benefits
Job Type:
FullTime
Category:
Property Services

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