Customer Interfacing

• Greet all residents and their visitors to the building.
• Update customers on communal area works via notices/email/display screen on communal notice boards/display screens. Ensure noticeboards are kept up to date and relevant.
• Assist with building induction for new customers including location and use of bin stores, mailboxes, allocated car parking where appropriate, and shared amenity spaces.
• Feedback any information to and from customers as required by Management.
• Respond to all customer queries and provide a high-level customer service to customers. Maintain a courteous and helpful manner when liaising with all customers.
• Assist customers with any questions about their apartment and development. To provide general information and advice to customers about the locality, tourist information, and amenities.
• Assist customers with any large bags, deliveries, etc., as required.
• Address and seek resolution for any complaints raised by customers as per procedure notes and update Management on the outcome or if any further action is required (i.e., noise disturbance).

General Operations

• Sign in all contractors to the building and ensure they are aware of fire evacuation procedures.
• Obtain relevant contractor documentation as per instructions issued by Management.
• Coordinate with window/facade cleaners to arrange access and to keep all customers informed of cleaning dates.
• Oversee all contractors and other service providers whilst on site, ensure safe working methods are used, check if works are completed, and update Management accordingly.
• Liaise with management to coordinate contractor attendance on site to undertake minor repair works/maintenance as necessary.
• Report and pursue prompt attendance of lift engineer during lift breakdown and, where possible, to do so, arrange release of trapped customers in lift using the lift release key.

General Responsibilities

• Act at all times in line with the Company Values, integrating these into all work practices.
• Maintain accurate computerized and manual records.
• Produce accurate information and reports for weekly/monthly meetings.
• Participate in team, departmental, and corporate project and planning processes as required.
• To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation.
• To act as an ambassador for Way of Life in your conduct during working hours and in all contact with customers and third parties connected with Way of Life’s business.
• To undertake any other duties as are reasonably requested from time to time.
• This is not an exhaustive list of the duties that may be required of the post holder. Duties may be changed, after discussion, to suit the operational requirements of Way of Life.

Person Specification

• Excellent customer service experience within a similar role.
• Actively embrace and work within the Company Values.
• Able to show an understanding of and commitment to good customer care.
• Able to show an understanding of and commitment to property services and managing relationships with Customers and stakeholders.
• Able to communicate effectively and clearly in writing and verbally, including drafting correspondence and documents.
• Strong attention to detail.
• Ability to work in a varied and demanding role with appropriate supervision.
• Ability to work to strict deadlines and be organized and efficient.
• Demonstrable experience and ability to use ICT packages i.e., Microsoft Word and Excel.
• Self-motivated, with high energy and enthusiasm.
• Pragmatic, creative approach to problem solving, with emphasis on fast and practical solutions.
• Demonstrable experience of taking responsibility for own actions and development opportunities, maintaining high levels of integrity.
• Commitment to equality, diversity, and mutual respect; accepting differences and treating everyone fairly.

Benefits

Critical Illness Cover

• Eligible employees will be automatically included in this policy after 12 months’ service.
• Eye Tests & Glasses
  • Way of Life will cover the cost of an eye test up to a value of £30 every 2 years.
• Family Friendly Pay
  • Way of Life provides enhanced rates of Maternity, Paternity, and Adoption pay (subject to eligibility criteria as outlined in the full policies available in the handbook).

Life Assurance

• Employees will automatically be included in the Group Life Assurance policy after 12 months’ service.
• This provides death in service benefit at 4 x basic annual salary at date of death.
• No Benefit in Kind will be applicable.

Benefit Hub

• This is available to all employees from the start of employment.
• Benefit Hub, Is a team happiness platform that gives you access to over 200 perks! You’ll get access to hundreds of big brand discounts; a wellness hub packed with expert lifestyle and fitness classes; premium rewards; plus a ton of fun surprises!

Private Healthcare

• This is available from the start of employment. Way of Life will pay for employees Private Healthcare. Employees can choose to add family members (spouse/children) or their Partner (providing they live at the same address as the employee) at the rates we can get as a Company.

Season Ticket Loans

• We are aware that travel can be expensive. Way of Life provides season ticket loans for employees who have completed their probation period, in order to help spread these costs.