PLEASE NOTE THIS IS A TEMPORARY CONTRACT
Purpose of the role:
You will act as the key point of contact for residents and contractors, working to support the onsite team with engagement activities and drive the improvements needed at various touch points between the onsite team and their residents.
Responsibilities:
You will provide administrative support to the onsite team, to resolve communication issues, manage resident complaints and contribute to a strong, customer focussed onsite team. You will be comfortable juggling multiple priorities within a fast paced, proactive and driven environment.
- Assist the onsite team to develop and maintain communication SLA's with residents and contractors.
- Acting as a key point of contact for all residents within the community, providing consistent and timely responses to queries and communications across various channels.
- Support the onsite team by developing and circulating timely and accurate ad-hoc communications to residents over a variety of channels.
- Prepare and manage regular, effective communications to residents within the community across all platforms (email, app, face to face and over the telephone), and work with the onsite team to support resident engagement activities.
- To act as an advocate for delivering excellent customer service to our residents
- Act as a key contact for contractors and visitors who attend site to undertake work, ensuring there is adequate awareness of their visit, and that all relevant safety measures are in place.
- Work with the General Manager to ensure learnings are taken from complaints and customer feedback trends, and ensure processes are updated as necessary
- Liaise with residents via email, over the phone, face and face and via the resident app in a friendly, customer service focussed manner, putting the resident first.
- Assist with ad-hoc administrative support for the General Manager such as minute taking at resident meetings and written follow up communications to residents.