Current Vacancies

Customer Relationship Manager - Henley-On-Thames

Job Description:

The main purpose of the role is to ensure Savills Landlords and Tenants receive an effective, customer focussed property management service during their tenancy. You will be working closely with the centralised property manager (CPM) for the office, acting as their ‘eyes and ears’ on the ground in respect of the management and maintenance of our clients’ properties.

Key Responsibilities:

The key areas of the job involve:

Communication, always ensuring Landlords, Tenants, Contractors and colleagues are fully abreast of actions you have taken, programmes of work and progress through to successful completion and recording the same on the property management system.

You will be responsible for:

  • Checking and preparing properties for new tenancies
  • Ensuring all properties have a valid Gas Safety, EICR and PAT
  • Arranging pre tenancy works in relation to special clauses agreed at offer point and ensuring timely completion
  • Arranging the inventory and check in
  • Preparing management information forms and transfer all information onto Reapit
  • Preparing welcome packs for the tenant including copies of manuals
  • Meeting new tenants at the start of the tenancy
  • Ensuring all new tenancies get off to the best start
  • Oversee any snagging issues at the beginning of the tenancy
  • Carrying out mid term property visits in line with our terms of business
  • Prepare mid term reports to send to the landlord and feedback to the tenant if a breach has been noted
  • Managing end of tenancy matters to include liaising with HOD and conducting a termination visit
  • Liaise with the deposit return team, obtain dilapidation quotes and work jointly to close the tenancy in an efficient manner
  • Checking completed works as required
  • Reporting to landlord and tenant
  • Ensuring that the department has a good supply of reliable, legally compliant and efficient contractors to service the needs of its clients
  • Ensure effective diary management
  • Forward all invoices the same day they are received
  • Arrange for post to be collected  and forwarded where necessary

You will be expected to:

  • Comply with Savills Employee Handbook including your Health and Safety responsibilities
  • Comply with all current legislation affecting the business
  • Conduct management visits (pre-tenancy, mid term and termination)
  • Be a good team worker – working and supporting all central services, the local office and your own CPM/s and providing cover for other portfolios at all times but particularly during sickness and holidays
  • Ensure all management systems are kept up to date and maintained
  • Ensure that only approved and suitable contractors are instructed
  • Raise work-orders for all works
  • Follow up with tenants and contractors within 24 hours of raising the works order
  • See all works through to completion and within a timely manner
  • Manage outstanding works orders so they are kept to a minimum
  • Respond to incoming emails within two hours when in the office, by the end of the day latest if out on appointments
  • Answer the phone within three rings
  • Ensure all appointments are added through Reapit and Outlook
  • Obtain risk assessments and method statements for works
  • Deliver excellent customer service at all times
  • Raise supervisory fees where our terms of business allow
  • Achieve set KPI’s
  • Create quality reports with recommendations to send to Landlords in liaison with CPM and Local Office.

Candidate Profile:

  • Ideally be ARLA licensed/achieved the NFOPP Technical Award
  • Excellent IT skills, including Excel, Power Point, Word, etc
  • Have a flexible approach to work
  • Have an ability to multi-task and prioritise effectively
  • Be adaptable and a good team player
  • To have a strong work and service “ethic”
  • Excellent written and communication skills
  • Ability to work effectively in a busy environment as part of a team
  • Strong organisational skills
  • Meticulous attention to detail
  • Happy to take the initiative, responsibility and ownership
  • Confident in dealing with clients
  • Excellent telephone manner
  • Have the desire to exceed clients and customers expectations
  • Have a ‘can do’ attitude and adopt a proactive approach

Application Details:

Please apply via e-mail enclosing a CV and your current salary details to:

Ross Crouch

Salary details available upon application, commensurate with experience and skills.

You are also invited to complete the following: Equal Opportunities Monitoring Information Form

The Company is an Equal Opportunities Employer. View our Equality and Diversity Policy.