Customer Service Associate – The Helm

Bournemouth, Dorset
Savills Management Resources

Purpose of the Role

To provide onsite lettings and property management services to an exciting build to rent residential scheme development comprising 159 apartments in a large-scale property in Bournemouth.

To be the first point of contact from enquiry stage, viewing the property through to resident move in.

To ensure a high level of customer service is provided to residents at all times, engage with residents to create a sense of community within the development.

Key Responsibilities

• Making sure all the health and safety compliance are up to date
• To act as first point of call for residents to report maintenance issues
• Co-ordinating all contractor appointments and defect repairs, logging issues in order that required service levels are attained
• Carrying out daily inspections of communal areas and corridors of the estate
• Organising minor works between tenancies to maintain first class presentation of apartments
• Completing check in and check out reports; determining deposit returns
• Creating a community feel through communication, events and innovations
• Work alongside the RSM to ensure H&S statutory requirements are met across the development
• Ensuring communal areas and available apartments are well presented and appealing to prospective tenants at all time
• Responding to rental enquiries, booking in and conducting viewings and agreeing offers when needed
• Liaising with appointed letting agent(s) during initial let up period when needed
• Completing all applicant vetting in line with Savills procedures
• Post initial let up, uploading availability details to marketing portals and updating adverts as necessary, dealing with enquiries, conducting viewings and negotiating offers when needed
• Processing offers and completing all tenancy documentation when needed
• Provide first class customer service to residents
• Ensuring up to date resident communication via various channels including social media
• Monitor CCTV when at reception
• Support with logging parcels & packages
• Report any estate maintenance issues to the FM manager
• Record accident & incidents

In addition to the tasks described above, the job holder may be required to carry out other duties as may reasonably be required from time to time

Working Hours – 11AM – 8PM – as part of a site rota. Occasional weekend work may be required for resident events.

Shifts may vary as per business needs.

Skills, Knowledge and Experience

• Strong customer service ethic / background
• BTR/Lettings experience required
• Positive, can do attitude
• Organised and detail oriented
• Common sense approach
• Ability to think on their feet and make considered decisions
• Outgoing, warm and friendly personality
• Excellent written and spoken etiquette
• IT literate and Social media savvy
• Experience in build to rent would be an advantage

Working Hours – 5 days Mon-Fri (40 hour week) Working Hours – 11pm – 8PM – as part of a site rota. Occasional weekend work may be required to cover resident events.

Salary – £28,000 plus discretionary 10% bonus

Please see our Benefits Booklet for more information.