Service Manager (Ref: 0107)

PROPel Property Job Vacancies

Job Title: Service Manager

Reference: 0107

pbm property management - Property Job Vacancies

Objectives

  • Provide efficient and accurate support to ensure the smooth running of the department.

  • Responsible for reactive maintenance when an issue is reported either via email or phone call etc, then ensuring that job orders are raised appropriately before sending contractors to site, whilst keeping the customer informed.

  • Training will be provided with the intention of developing the individual, so they can fulfil the following tasks:

  • Obtain feefo’s in line with company OKR of 50 feefo’s per month, to ensure company and personal growth.

Responsibilities

  • Responsibility for good all-round customer service

  • Dealing with customer queries verbally and in written form.

  • Manage electronic data and e-mails, responding within 24hrs.

  • Answering phones being the first port of call for anyone who calls the office, ensuring that phones are answered within 3 rings.

  • Raising complaints with contractors when works aren’t completed to a satisfactory standard

  • Follow up of H&S, FRA, Site Reports and lift engineering works, ensuring that all reports are actioned appropriately under the supervision of the property manager.

  • Completing minutes and site reports within 5 working days.

  • Liaise directly with property manager(s) to ensure that orders can be raised, and it is an appropriate fee to spend.

  • To live our core values, do what you say you will do, contribute positively to our company culture and be someone your team can count on.

Processing:

  • Set up or monitoring of Insurance claims

  • Writing leaseholders and resident letters regarding different issues relating to the block

  • In most cases obtaining minimum 3 quotes for orders over £400

  • Liaise with onsite staff so you are aware of what is going on onsite, along with working with them to ensure the best possible service.

  • Ensure that onsite staff have appropriate materials for offices etc (toilet rolls, printer ink, paper etc)

  • Assisting Property Managers with large projects to ensure smooth running

  • Answering any queries that may involve your sites and provide adequate cover when property manager is not in the office.

  • Saving reports, e-mails, contract etc in the appropriate location on Qube.

  • Sending SMS, emails for updates on urgent issues.

  • Sourcing local contractors.

  • Put contracts in place

  • Conduct site visits take photos and complete report within 5 working days (with images)

  • Meeting with clients/customers on site with complicated reactive issues

  • Finding ways to reduce costs and improve service provided by working to find and build a good relationship with contractors.

  • Write/contribute to content of monthly newsletter

  • Produce up to date meter readings for sites with meters

  • Re-tendering contracts to ensure best value (cleaning, gardening etc).

  • Attending AGMs/client meetings and writing/sending out minutes

Technical Skills

  • A desire to learn and gain knowledge of property management principles and procedures.

  • Strong self-motivation to keep improving, learning and developing.

  • Good soft skills when dealing with people to empathise and understand the customers’ needs.

  • Working knowledge of QUBE computer system.

  • Working knowledge of windows-based spreadsheets – i.e. Excel

  • Ability to use Microsoft Word

  • Good written and verbal communication skills.

Personal Effectiveness

This role will require the ability to plan workloads, to work unsupervised, and to have a flexible approach. This person should have good communication skills, both verbal and written.

As a key member of the team this candidate should have the ability to react to the day’s events in an effective, friendly and consistent manner providing support and assistance where necessary.

They should be willing to participate fully in the running of the department, assisting with problem solving where necessary. The ability to adapt to changing requirements and procedures arising because of improvements in technology and new operational systems is essential, as is willingness to undertake training as deemed necessary.

Reference: 0107

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