Role Overview
* Leading in day-to-day call handling, managing customer service and interaction
* Support Portfolio Managers with residential property portfolios comprising of mixed tenures, in accordance with the company’s requirements.
Responsibilities will include, but are not limited to:
* Management of day-to-day property management calls and customer enquiries via email and the customer portal.
* As and when required, covering enquiries relating to other areas of the business, whilst making sure that there is a professional and continuous customer experience.
* Management of day-to-day expenditure in line with the set budgets.
* Liaising with other departments.
* Effectively manage contractors and the instruction of works, ensuring that all appropriate information is passed to the contractors including Grainger approved specifications.
* Manage and control the Revenue expenditure budget.
* Arrange property inspections as and when required.
* Support Out of Hours (OOH) calls and maintenance issues as and when required.
Skills & Experience Required:
Essential:
* Previous experience of delivering exceptional customer service.
* Ability to use Microsoft packages including Outlook, Excel & Word to a minimum of intermediate standard.
* Ability to prioritise, deliver and consistently achieve tight deadlines.
* Customer focused with the ability to adapt to different personality types.
Beneficial:
* Minimum of two years previous experience working in a similar role in the residential property industry.
* Knowledge of Landlord and Tenants Act and Housing Acts and the ability to understand when legal advice is necessary and interpret.
* Good technical knowledge and ability on construction and repair/refurbishment of residential property.
* Commercial acumen and communication skills, both orally and with written reports.
* Relevant professional qualification/membership of a recognised professional body preferred.
* Detailed knowledge of residential tenancies including Reversionary, Assured Periodic and Assured Shorthold.
Job Title: Property Manager
Location: Newcastle
Industry: Real Estate
Employment Type: Permanent
Salary and Package: Competitive salary and generous benefits
About Grainger
These are exciting times for Grainger plc, an award-winning FTSE250 property company. As the UK’s largest listed residential landlord, we are leading the way in the UK private rented sector and build-to-rent sector. Over the next five years, our business will double in size, from a £3.2bn portfolio of c.9,650 rental homes in operation today, we are adding c.6,800 homes through our £1.8bn development pipeline.
We operate in one of the most exciting property sectors in the UK, the fast-growing modern rental housing market (referred to as the Build to Rent sector). With over 4.5m households renting mostly from individual buy-to-let landlords, the rental market is forecast to grow by 1.8m, nearly 25% by 2025, and our plans put us front and centre of this growth market.
We are changing the way the UK rents by creating high-quality homes built specifically for renting and professionally managing all these properties ourselves. Renting in the UK has previously been considered a poor housing choice and bad value for money. We aim to revolutionise the UK’s housing market through our professionalism and great customer service, proving that renting can be better.
With a strong commitment to Customer Service, we are proud that our Net Promoter Score (NPS), our primary measure of customer satisfaction, has progressively improved, rising +16pts to +34 in 2022, ahead of the likes of Google, Nike, Coca Cola, and Amazon.
Grainger is a multiple award-winning business with recognition including Property Company of the Year, Landlord of the Year, Asset Manager of the Year, and PRS Developer of the Year. Our purpose is ‘Renting homes, Enriching lives,’ backed by four core values: Every home matters, People at the heart, Leading the way, Exceeding expectations.
We are also a leader in sustainability and responsibility and a FTSE4Good business. We have committed to the World Green Building Council’s Net Zero Carbon Buildings Commitment, and we are committed to making a positive social impact locally, encouraging our colleagues to support in the implementation of our community programmes.
Grainger has an active colleague-led Diversity and Inclusion Network, which is open to everyone, and provides a forum for raising awareness and promoting inclusion and engagement across the whole business. We also work in partnership with our industry to promote diversity in the real estate sector through initiatives including Real Estate Balance and the British Property Federation’s Diversity and Inclusion Champions Network.
For further information:
To apply for this role, please send your CV and covering letter to hr@graingerplc.co.uk.
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