Customer Services Representative – 12 Month FTC

Date Posted: 05/01/2022
Department: Residential Sales – Customer Services (Wood Wharf)
Company: Canary Wharf Residential Management Ltd
Reporting to: Customer Services Manager

Job Summary:

To deliver an exceptional level of customer care to a portfolio of customers on the Wood Wharf development from exchange of contracts to occupation and during the 2-year warranty period. To act as the main point of contact for all enquiries, visits, handovers and defects management, in a courteous and professional manner.

About Canary Wharf Group

Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 7.7 million square feet of office space, 0.9 million square feet of retail and over 1,000 build-to-rent apartments.

CWG is the largest sustainable developer in the UK with over 10 million square feet of sustainable certified buildings. CWG also excels operationally as it purchases 100% electricity from renewable sources since 2012 and zero waste to landfill since 2009.

CWG has created a 24/7 city where people can live/work/play on the Canary Wharf estate and enjoy all the benefits: great transport links, access to green spaces and waterside living; and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk.

The Company’s current £2.4bn construction activity is composed of 500k square feet of commercial properties and over 1,750 new homes for sale and rent.

Our Culture and Values

Working at Canary Wharf Group means working for a forward thinking, collaborative team. We hire staff who strive to make a difference and achieve the highest standards. Everyone is empowered to make a difference and our ethos encourages everyone to think like an owner. Our business puts our customers and people at the heart of everything, we work to meet their needs and exceed expectations.

Our mission is to empower our people, engage our communities and create sustainable places.

Our values help us achieve exceptional results:

Excellence: Commit to achieving the best with integrity

Collaboration: Make us of our vast experience and knowledge to work effectively together

Engagement: Develop our people, our communities, our stakeholders and our suitable environment and be exceptional while respecting others

Ownership: Take responsibility and pride in what we deliver. Everyone has the opportunity to make a difference.

Innovation: Embrace change and encourage innovation

Main Responsibilities

  • To keep in regular contact with the purchasers and keep up to date and well-presented customer files on salesforce with information in respect of the customer and the apartment and ensure all records are accurate.
  • To ensure the apartments are ready for handover by carrying out final snagging inspections, arranging cleaning and gifts, collating handover packs and taking handover of keys from construction. Ensure that the property is presented to the customer in an exceptional condition.
  • To attend any meetings, events or training in relation to the development and the customers, such as internal meetings, residents’ meetings and purchaser events.
  • Keep in contact and prepare purchasers to take handover of the apartment. Arrange and carry out home demonstrations and handovers. Manage a variety of requests from customers and their representatives.
  • Arrange and carry out pre-occupation and handover appointments with customers. Liaise with contractors to ensure completion of any matters which may arise from pre-occupation and handover meetings.
  • Be on hand to support customers while they are moving in, ensuring that the move in bays, lifts and trollies are booked and ensuring all teams are made aware of the customer moving in.
  • Inspect any matters/defects reported by customers or their tenants following legal completion and arrange attendance by the appropriate subcontractors during the warranty period. Meet contractors and oversee that any work is completed to a high standard, ensuring that apartments are protected and are left as they were found during remedial process.
  • Keep all customers updated of the progress during the resolution process of any defects reported and ensure that all correspondence is recorded on the database.
  • Monitor the customer services inbox, to ensure that queries are answered, defects are logged and actioned in a timely manner.
  • To carry out other reasonable duties as requested by the Customer Services Manager.                               

What We Require of You

  • Previous experience within a customer focused role in a corporate background is essential, ideally gained within property management.
  • The candidate must demonstrate excellent customer service skills and understand how it is applied in the context of property management.
  • Excellent interpersonal skills and written and verbal communication are essential.
  • Smart and professional appearance is required.
  • The candidate must be computer literate and proficient in Microsoft Word, Microsoft Excel, Windows 2010 and Microsoft Outlook.
  • A flexible approach is essential, together with the ability to communicate at all levels and be a team player.
  • The candidate must demonstrate an excellent eye for detail, with strong organisational skills.
  • To be able to show outstanding time management and multi-tasking skills, be an excellent problem-solver and have the ability to use initiative when completing tasks.

To achieve our company vision, mission and values, there are core responsibilities within each job role that helps us provide a consistent, safe and effective approach, whilst improving the service that we deliver.

All staff shall:

  • Adhere to our Health, Safety, Quality and Sustainability requirements as detailed in our policies within our Integrated Management System. The latest documents including relevant procedures and forms can be found on SharePoint, with Trade Contractor and Consultant related documents on Asite.
  • Act responsibly, and take care of yourselves and others. Follow all necessary precautions, guidance and instructions when conducting, supervising or managing a task. Further details regarding Health & Safety are set out in the Health & Safety Policy, within our Employee Handbook and are available within our health and safety management system located on SharePoint.
  • Protect the environment and reduce our environmental impacts through reducing energy use and minimising waste produced onsite. Staff should adhere to the procedures in our environmental management system. Relevant documents are located on SharePoint.

What We Offer

Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development: At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits: We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online or send your cv and covering letter to: Personnel Department, Canary Wharf Group plc, One Canada Square, Canary Wharf, London, E14 5AB.

Closing date for applications is Wednesday 19 January 2022.

Early applications are encouraged as we reserve the right to appoint at any point.

    Are you eligible to work in the UK?

    Please upload your CV here*

    Allowed file types: .pdf, .doc, .docx, .rtf. Size limit 2mb

    *Required field