After-sales Co-ordinator - Residential Property Management

Recruiter
Hamilton Search
Location
Birmingham
Salary
£23,000 per annum
Posted
31 Jul 2017
Closes
16 Aug 2017
Contract Type
Full Time

With a dynamic and fresh approach to property development, Seven Capital are a rapidly expanding Property Developer based in Birmingham City Centre, London and Dubai.

This office based role will deal with any necessary remedial works, faults or repairs that have occurred post completion, ensuring that each issue is qualified as a valid repair. The remedial works are carried out by external contractors and an in house team. It will be the role of the After Sales Coordinator to ensure that remedial works are passed to the relevant contractor and ensure they provide an excellent standard of works, all delivered to strict deadlines, ensuring that the client expectations are fully managed.

Supporting the Handover Team, the role is diverse and will include key management, liaising with contractors, Handover appointment booking, apartment checks and updating client records.

The role requires an individual who has excellent interpersonal skills and is fully committed to providing none other than excellent customer service. It is a role that will evolve with the rapid growth of the company. Quick paced, it is not for the faint hearted but results are rewarded.

Key Responsibilities

  • To assist in carrying out apartment checks prior to Practical Completion, reporting any remedial actions required.

  • Assist with ensuring all remedial works identified at pre-client handover inspections are rectified before delivery to the client.

  • Assist in the collation and coordination of the client handover packs ensuring that each apartment has an information pack available to present to the client.

  • Assist with creating of handovers on CRM, booking Handover appointments via web portal and management of third party consent forms as required.

  • Safeguarding keys to ensure that all contractors and agents adhere to the key management policy.

  • Ensure that all documentation is filed effectively and efficiently ensuring it is easily accessible and orderly.

  • Qualify every query that is raised to ensure that it is a valid request and not tenant/client abuse to the apartment. Where client abuse is identified manage the client.

  • Log and maintain all calls and emails on Fixflow ensuring every contact with clients and contractors is fully logged, tracked and has a response as necessary in a timely manner.

  • Liaise with contractors and internal staff to ensure that works are carried out to the company standard within service levels managing client expectations at all times.

  • Ensure strict deadlines are met by contractors and in house maintenance team using CRM and Fixflow systems to track progress and complete jobs.

  • Log all handover rectifications onto Fixflow at completion, ensuring the works are carried out effectively and in a timely manner ensuring that the client is kept informed.

  • Follow up with clients throughout the remedial process ensuring excellent customer service, keeping the client fully briefed at all times.

  • Ensure that response times to clients are maintained and the expectations provided to clients are achieved.

  • As part of a rota, manage the out of hours’ phone, ensuring that an internal system is set up and adhered too with any emergency issues managed quickly and efficiently.

  • Manage complaints and escalate as necessary.

  • Build relationships with external contractors, managing agents and other external companies ensuring they provide an efficient and effective service.

  • Ensure a full knowledge of each development, build process and specifications to include any changes to individual client specifications.

  • As necessary ensure access to client’s property to carry out remedial works.

  • Have a full knowledge of build warranty.

  • Produce weekly/monthly/as required reports on status and as statistical data including:

  • Open, closed and abortive reported issues.
  • Identify specific areas of issue where trends have formed and understand if specific contractors or materials are related.
  • Timescale of maintenance response times
  • Client handover data analysis
  • Assist with the development of systems to improve and ensure an excellent level of customer service at all time.

  • Deal with any day to day client issues that arise

  • Adhere to agreed Customer Service Team standards

  • Any other duties as required

    Personal Specification

    Essential:

  • Experience of working within property remedial rectification works.

  • Dealing with external contractors and/or in house remedial teams directing works and ensuring delivery to strict deadlines.

  • Proven excellent customer service skills.

  • Excellent time management skills.

  • Proven track record of dealing with demanding clients particularly in difficult and challenging circumstances.

  • To be professional and assertive in email and written correspondence, telephone conversations and face to face.

  • Proven organisational skills and excellent attention to detail.

  • A team player who can use their own initiative when necessary.

  • Ability to "think on your feet" with a "can do" attitude.

  • Work flexibly as required to meet the business needs.

  • Able to manage own workloads and deliver to deadlines.

  • Work flexibly as required to meet the business needs.

  • Work well under pressure and able to handle difficult situations as they arise.

  • High level of interpersonal skills and a professional attitude to work.

  • Competent and confident user of MS Office, to include strong excel and word skills, drop box, general internet use, including the ability to use handheld devices

  • Numerate with the ability to interpret, analyse and evaluate data

  • Educated to GSCE or equivalent to include English and Maths

    Desirable:

  • Experience of Fixflow system

  • Educated to Higher Education standard

  • Presently holds valid CSCS qualification