Customer Experience Specialist, Randstad

Customer Experience Specialist

Randstad

Location:

United Kingdom, Croydon

Category:

Real Estate

Contract Type:

Not provided

Salary:

Not provided

Save Job

Job Description:

The CX Specialist is responsible for ensuring the highest standards of quality across all aspects of property management operations. This role will lead the company's efforts to continuously improve service delivery, maintain regulatory compliance, and enhance customer experience and expectation. The CX Specialist will develop and implement quality assurance processes, drive performance improvements, and ensure that the company's properties and services meet and exceed industry standards.

Job Responsibility:

Develop and implement a comprehensive quality assurance strategy that aligns with the company's operational goals and industry best practices
Establish and oversee quality control procedures across all property management functions, including maintenance requests, customer experience, client relations and back-office solutions
Ensure consistent delivery of high-quality services
Identify areas for improvement in Property Management operations and Property Solutions and create action plans to address gaps in service, safety, and compliance
Collaborate with other Senior Leaders to set performance metrics, analyse results, and lead continuous improvement initiatives
Drive a culture of accountability, ensuring that all teams are committed to delivering excellent property management services, adhering to the companies SLA and response times with effective dashboard management
Ensure all properties and services are compliant with current Legislation, including safety standards, environmental laws, and Leasehold rights and obligations
Monitor regulatory changes and ensure the company's policies and procedures are updated accordingly
Coordinate audits and inspections of offices to ensure compliance, addressing any deficiencies with corrective action plans
Develop and implement processes to measure and improve customer satisfaction, including tenant surveys, feedback loops, and service response times
Ensure customer complaints and service issues are resolved in a timely and effective manner, using feedback to drive improvements in service quality
Lead training programs to ensure all staff are equipped with the necessary knowledge and skills to maintain high-quality standards in property management
Foster a culture of continuous improvement, empowering teams to take ownership of quality initiatives and develop problem-solving skills
Use data analytics and reporting tools to track key performance indicators (KPIs) related to quality, compliance, and customer satisfaction
Regularly review KPI reports and performance metrics, presenting findings and recommendations to Director of Customer Experience
Identify potential risks to quality standards and develop mitigation strategies to minimise impact on the company's operations and reputation

Requirements:

Minimum of 8-10 years of experience in quality assurance, operations, or compliance, preferably within property management, real estate, or a related industry
Demonstrated success in leading quality initiatives, improving operational performance, and ensuring regulatory compliance
Experience of handling cases sent to The Property Ombudsman or other regulatory authority
Strong understanding of property management operations, including maintenance, resident relations, and safety regulations
Excellent knowledge of quality control systems, auditing, and compliance processes
Strong knowledge and experience of Dwellant management portal
Proven ability to analyze performance data and implement effective quality improvement plans
Strong leadership and team management skills, with a proven ability to inspire and engage cross-functional teams
Exceptional attention to detail and commitment to upholding high-quality standards
Strong problem-solving skills, with the ability to identify root causes and implement lasting solutions
Excellent people and communication skills, both written and verbal, with the ability to present complex information clearly and persuasively
Ability to manage multiple projects simultaneously in a fast-paced, results-driven environment

Additional Information:

Job Posted:

April 02, 2025

Expiration:

April 11, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Welcome to CrawlJobs.com –
Your Global Job Discovery Platform

At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.