About the job
Role:
Reporting to an Associate Director, this position has responsibility for managing a portfolio of customers in our Aberdeen office, delivering a best-in-class customer service delivery model, whilst adhering to the ‘Newton Way’ customer excellence charter.
Main responsibilities:
Customer experience & engagement:
* Responsible for the delivery of the ‘Newton Way’ customer excellence charter
* Building and maintaining relationships with both customers and contractors
* Responsible for creating and distributing regular customer communications
* Conduct regular owners’ meetings, in both individual and group settings
* Plan, attend and manage evening AGM’s for portfolio sites
Portfolio management:
* Responsible for instructing and monitoring both reactive and proactive repairs
* Manage and co-ordinate customer insurance claims process
* Conduct regular property visits
Record keeping:
* Ensuring customer records are kept accurately and up to date
KPI’s:
* Customer satisfaction (complaints % and survey/interviews)
* Customer response times (% delivery vs target)
* Specific skills, capabilities & requirements:Full, clean UK Driving License
* Previous experience in a customer service-based role, preferably in factoring, lettings or facilities management
* Strong communicator
* Ability to work well as part of a team
* Proficient using Office 365
* Ability to work to targets
* Works well under pressure
* Previous experience using a CRM based system is preferable, but not essential
Benefits:
* Car allowance of £3,300 per annum
* Role-specific incentives (online review, evening meetings etc).
* Group Life Insurance
* Employee Loan Scheme
* Pension Scheme
* Annual profit-sharing bonus
* Fully paid staff lunch once a month
* Hour back vouchers
* Extra 15 minutes for lunch when it's warm and sunny
* Complimentary birthday off
* Free breakfast roll and 12.30pm finish on Bank Holiday weekends
* In-house coffee machine
* Additional complimentary festive leave
* Hybrid working available after passing probation period
* Group challenges throughout the year with prizes up for grabs!