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Estate Co-ordinator

Location: WELWYN GARDEN CITY, HERTFORDSHIRE Salary: 17800 - 17870 GBP Per Annum
Sector: Property & Construction Job Type: Permanent
Shift Type: N/A Applications: 1
Posted: 12 days ago Reference: 3115761
Vacancy : Estate Co-ordinator
Vacancy Ref: 1884
Department : Housing
Job Type : Temporary
Advertised Salary ;£17,870 or £10 - 12 per hour
Location : Times Square, Welwyn Garden City

To work with the Housing Services Officer and contractors to provide an estate management / concierge service to residents at project. To ensure that services, to include the communal cleaning and grounds maintenance services, are delivered to a high standard.
To be the first point of contact for customers to ensure that their queries are dealt with and addressed within the prescribed timescales and that residents are kept up to date with progress on issues.


Main accountabilities

Customer/service user support
-Welcome new customers and introduce them to the services and facilities of the scheme
-Take the lead on managing relationships with customers, using defined frameworks and tools
-Being the first point of contact for any estate management enquiries and escalate if required in order that issues are resolved
-Take the lead on managing the local environment, working with customers, contracts and stakeholders to ensure that the environment meets the service standards and customer expectations
-Ensure that services provided maintains and enhances reputation in the market place
-Work with the Housing Services Officer to deliver a robust approach to lease, tenancy and estate management, including a clear and decisive approach to tackling any issues within policies. Identify and carry out initial investigations into potential breaches of lease/tenancy conditions, to advise customers when appropriate of what they need to do to comply with lease or tenancy conditions and to escalate issues appropriately.
Monitor levels of customer satisfaction with the services provided and to work with the Housing Services Officer to ensure that services meet the requirements of our customers and, where appropriate, identify areas for improvement.
-Monitor service delivery at project and take appropriate action to ensure that the scheme complies with the set standards at all times. Including cleaning and grounds maintenance services.
-In carrying out duties take responsibility for the health and safety of self, customers colleagues and other people residing at or visiting.


Key experience

Essential criteria
-Well developed communication skills with the ability to explain complex information to a variety of audiences
-Able to build and sustain working relationships with key stakeholders (customers, service providers) - supporting partnership working
-A demonstrable track record of delivering service excellence to a customer base. A record of achievement in making a difference
-Good planning, organising and prioritisation skills
-A commitment to personal development
Impact
1.Outline the most important decisions typically made by the role holder
-Decide if queries relating to leases need to be passed back to the After Sales team
-Also when to escalate issues to the Housing Services Officer or Housing Services Manager regarding anti social behaviour and estate management
2.Outline the most important recommendations typically made by the role holder.
-Be the first point of contact for customers.
-Liaise with colleagues and contractors to ensure that services are delivered to the defined standards
-Work with colleagues in the housing team to use customer feedback to improve local services.

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