Customer Service Advisor

Ellis Knight is excited to be working with a fast-moving and award-winning company in one of the most exciting subsectors of real estate: Build-to-Rent.

Our client is seeking a Customer Service Advisor to join their newly formed Property Management team. The role is based permanently in Crawley and will be responsible for supporting residents across a portfolio of 600 apartments in 5 locations across the South of England.

This is a part-time role, working 20 hours a week, Monday - Friday.

You will be the main point of contact for any residents with questions, concerns, maintenance requests or complaints. Supporting the on-site teams, ordering replacement parts and coordinating repairs between Technicians, Contractors and Block Management Team. You will be delivering the highest levels of customer service to ensure residents have the best rental experience.

Main responsibilities:

• Exceed residents' expectations by going above and beyond and delivering exceptional customer service

• Answer all telephone and email resident enquiries; respond in a timely manner, manage and effectively communicate progress to all relevant stakeholders

• Schedule and manage all incoming maintenance requests, allocating jobs to the relevant on-site Technician, External Contractor or Block Manager
• Organise and oversee all apartment check-out and check-in inventory reports and schedule resident move-outs and move-ins
• Be responsible for communication to residents
• Recharge residents for any damages during or after their tenancy and ensuring deposits release is adhered to in line with the regulatory obligations
• Raise workorders, purchase orders and manage invoice workflow in line with company requirements

• Manage central stock levels of parts, replacement items and keep an audit of all on site appliances and furniture
• Review all Out of Hours calls from the previous night and follow up as appropriate
• Respond to urgent requests out of hours as required

The successful candidate will be a friendly and highly organised individual who thrives in a fast-paced environment. You should love interacting with people and have a genuine passion for delivering excellent customer service. The successful candidate will be a natural problem solver with an eye for detail.

Previous experience in lettings, property management, residential (PRS, BTR or PBSA), hospitality, or customer service sectors would be desirable.