We’re pleased to be working with an exciting Property Management company, based in Borehamwood. As a result of their continued success and growth, they are looking to bring a Support Executive on board to primarily support with the Finance and Legal functions within the business, whilst also offering wider support to the business.

KEY RESPONSBILITIES:

The Support Executive will have principal responsibility for the day to day customer service routines associated with the developments we manage, ensuring the highest quality of service is provided, commensurate with the requirements of any management contract, lease/s, service level of agreement or otherwise.

Customer Service: To support the ongoing customer service routines associated with the portfolio, aiming to ensure support tickets, customer queries, contract, risk management tasks are completed in an efficient and timely manner. Front line support – answering phones, responding to emails, dealing with postal correspondence. 

Contract Management: Support the developments contract management routines, utilitising our client’s systems to ensure the appropriate contracts are tendered, implemented and any arising actions recorded.

Risk Management: Supporting the developments risk management routine, utilising our client’ systems to ensure the appropriate actions are uploaded in a timely manner and closed out to a full resolution.

Support Tickets / Customer Queries: Manage, allocate and respond to incoming customer and contractor correspondence from any communication channel in accordance with our client’s brand and processes, this will include but is not limited to: –

• Dealing with financial queries from customers and / or contractor.
• Reading and reviewing and completing legal documentation.
• Liaising with key stakeholders such as the client, outgoing agents, the new business team, client relationship team and colleagues/employees generally.
• Ensuring customers are promptly responded to in an informative, empathetic and diligent manner.
• Helping to enhance the customer experience via the completion of customer query related tasks and management of customer correspondence.
• Updating of company databases and tracking systems accordingly to ensure an accurate audit trial is in place.
• Issuing of written communications via email or post. 

DAILY TASKS WILL INCLUDE:

• Preparing and issuing management sales packs
• Charging and invoicing on account (Qube) for sales enquiries
• Handling and issuing of consents
• Dealing with solicitor enquiries
• Dealing with the completion process start to finish (issuing welcome letters and updating our systems with owner details)
• Phone calls
• Handling and responding to tickets daily and meeting SLA targets
• Assisting with payment queries and any other ad hoc duties within the team

The ideal candidate will have experience in reading and understanding Leases or have some legal background and must have a good eye for detail and is vigilant and precise in all their workload.

Experience in the property sector is not essential but would be a bonus and the individual must be forward thinking, willing to learn and take on new challenges.

PERSONAL SPECIFICATION:  

Our client is responsive, dynamic and we take pride in what they do, they are meticulous in their approach, so that customers experience great service.

Company Values

You should always display the key company values: 

• Meticulous– preparation, process, detail, diligent, methodical, specific
• Dedicated – commitment, belief, passion, self-discipline, enthusiasm
• Smart – innovative, resourceful, original, creative, effective
• Supportive – collaborative, honest, communicative, flexible, team-player

Customer Service

Act as an ambassador of the brand, recognising the importance of exceling at customer service both externally and internally. 

• Always interact in an enthused and empathetic manner 
• Answer the phone politely, identifying yourself and the brand. 
• Answer emails and any other medium of correspondence politely, identifying yourself and the brand.
• Respond to complaints or concerns and find the appropriate solution. Seeking the support of your wider team as appropriate.
• Be empathetic in relation to our customers’ requests, queries, or concerns.
• Request further inhouse training or learning if you deem it is required.

For line management roles you must seek to embed the same into your team.

Health and Safety 

We are committed to ensuring the health and safety of our Employees, clients and anyone affected by our business activities and to providing a safe environment for all those attending our premises.  

Every employee plays a part in ensuring we achieve this, remaining mindful that we will take care in everything we do: 

• All employees should use our smart technology to record and manage their safety routines, learn from trends and seek to improve together.
• All employees should be dedicated to keeping their sites, residents, visitors, team and workplaces safe.
• All employees should be meticulous in their approach to safety, tracking, inspecting, monitoring, auditing, reviewing, recording and learning.
• All employees should support each other to ensure we take care of our physical and mental wellbeing. 

In particular we are committed to maintaining safe and healthy working conditions through control of the health and safety risks arising from our work activities taking steps to prevent accidents and cases of work-related ill health. Employees should be conscious to their responsibilities in this regard and seek clarity if they so require it.

Financial Management

In the context of your role support the wider team with the ongoing financial management of the development. Remaining conscious of development budgets, asking for information as needed.