About the Role
:
We are looking to recruit an experienced Coordinator for our In Tenancy team, whose primary focus is repairs and property services. Based in Basingstoke you will be a point of contact for customers, landlords and agents with any property related queries raised during the life of a tenancy and will be responsible for taking inbound calls from customers reporting property repairs or other issues at the property. This is a busy role that requires a high level of organisation, resilience, and co-ordination. Customer service is a key skill as you will be liaising with a wide variety of 3rd party contacts, key skills in negotiation and excellent levels of time management and flexibility.
The job entails a variety of duties including reporting any issues, monitoring and chasing up a variety of maintenance issues raised. Dealing with access requests and any noise or nuisance disputes. You will also be required to talk to the licensees of the properties and raise any issues with quick fixes.
The responsibilities of the role will involve:
1. Taking customer calls in relation to any through life tenancy issue including repairs, disputes, access and instruction of contractors where necessary.
2. Reporting issues to Letting Agents and Landlords in a timely manner and monitor progress whilst conducting outbound communications with involved parties.
3. Ensuring targets are met to reduce any penalties form the client.
4. Completing accurate IT records on system
5. Working collaboratively with internal departments to ensure the best outcome for the customer.
6. Contributing to the team with ideas, suggestions or recommendations which assist in reviewing working practices and service standards, leading to continuing improvement in team performance.
7. Taking personal responsibility for developing own skills, knowledge and understanding of services, processes, technology, and community issues.
8. To observe health and safety legislation, The Data Protection Act and Mears Ltd policies on Equality, Diversity & Inclusion and Confidentiality in the execution of duties.
9. Carry out any other job function as required in delivering service to the customers.
Role Criteria:
10. Property management experience, residential lettings
11. Previous customer service experience
12. Computer literate
13. Excellent time management
14. Ability to work in a fast paced environment
15. Experience working within an office environment would be ideal but not essential
Benefits we can offer you:
16. 25 days annual leave plus bank holidays
17. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
18. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
19. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
20. Family friendly policies