Department: Residential Sales ______________ Company: Canary Wharf Residential Management Limited ______________ Reporting to: Director - Customer Services ______________ JOB SUMMARY A site based and customer focused fixed term contract maternity cover role, overseeing the daily management of the customer service team based across Wood Wharf and Southbank Place. Annual Salary: Circa £70,000 Working Hours: Monday - Friday, 8.30am - 5.30pm Closing Date: 8th April 2025 Ensuring that good relations are maintained with the customer portfolio the candidate will oversee the team to ensure the smooth progression of each purchase through to occupation and during the warranty period. MAIN RESPONSIBILITIES Oversee the day to day running of the customer services team, host weekly meetings to ensure that all aspects of the teams roles are being fully carried out such as customer updates, pre inspections, home demos, management of defects/snagging. Escalate any concerns to the Director - Customer Services, to ensure the smooth running of the team and satisfaction of our customers. Ensure that final inspections of properties are fully completed to a high standard, minimising the risk of defects/snagging that may arise post completion. Act as the first point of escalation for any customer concerns/complaints and assist the team in managing any complex defects resolution projects and complaints. Ensure that all customer interaction is recorded on Salesforce and carry out weekly checks to ensure that all correspondence is being recorded by all team members. Liaise with the construction manager/sub-contractors and direct reports to ensure that all snagging and defects are closed out within our set KPIs and that customers are kept fully informed of the progress. To actively support and encourage the performance growth of the team by conducting bi-annual appraisals, monitoring performance, and seeking training opportunities for growth where appropriate. Monitor customer feedback and suggest ways in which our Customer Service approach can be constantly improved. Oversee any additional tasks as requested by other teams, such as projects with Residential Management or Vertus. Manage the day to day spending on defects and signing off on Yardi of budget spending. To carry out other reasonable duties as requested by the Director - Customer Services. PERSON SPECIFICATION An experienced, customer focused and well-presented professional with a hands on and positive approach. Must be extremely well organised, with excellent written and verbal communication skills and be IT literate, with the ability to learn new software with ease. Must have at experience of working in a similar role and experience of managing a large team. HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual. ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering. QUALITY MANAGEMENT RESPONSIBILITIES In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. COMPANY VALUES Commit to Excellence Act with integrity and deliver high performance Put our customers at the heart of what we do Resolve issues by providing high quality solutions Foster Collaboration Find opportunities to collaborate with others across the business to achieve shared goals Encourage inclusive networks and treat others with respect and fairness Use knowledge to work effectively with suppliers / contractors to meet shared goals Encourage Engagement Confident in making decisions appropriate to the role Learn from mistakes and listen to constructive feedback to improve performance Prioritise safety and actively support community, wellbeing and sustainability programmes Take Ownership Take pride in delivering high quality service which exceeds expectations Committed to opportunities for self-development Take responsibility for my own performance and look for ways to improve Embrace Innovation Embrace change and innovation Proactively suggest ways to improve our business and encourage others to share ideas See new challenges as opportunities to deliver effective change WHAT WE OFFER Diversity and Inclusion We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.