Customer Service Team Lead

Job content

SUMMARY

PLATFORM_ is a fast-moving and award-winning company in one of the most exciting subsectors of real estate: Build-to-Rent (BtR). We build and operate large-scale developments of apartments with enhanced amenities and services which are rented by our residents.

We are looking for a ‘Customer Service Team Lead’ to join us and lead the next stage of our growth. You will be based in Crawley and oversee the customer-facing teams of our operational portfolio of 600 apartments in 5 locations across the South of England.

THE ROLE

The Customer Service Team Lead will be responsible for leading and managing a team of four people, which will look after the following areas:

• Customer service – responding to and supporting our c.1,000 residents across different communication channels, including phone, email, app and in-person
• Lettings – handling enquiries from prospective residents, securing new tenancies, conducting referencing, preparing ASTs, arranging move-ins, and managing renewals
• Property management – coordinating apartment and building maintenance, including onboarding contractors, monitoring response times, reporting on spend vs budget
• Rent collection – speaking to residents, securing payments, managing eviction and legal processes

YOUR PROFILE

You are an energetic leader who is passionate about delivering great customer service, and love interacting with people. Strong organisational and time-management skills are key, and you will be comfortable handling multiple activities and priorities. Team management, coaching, and leadership are essential for this role. Knowledge of residential property management is strongly preferred, including Build to Rent, student, estate agency, HMOs. The successful candidate will be somebody who has an entrepreneurial mindset and is motivated by setting up new processes and systems, and hiring people.

THE TEAM

This role reports directly to Kevin Watson, the Operations & Commercial Director at PLATFORM_, who has been with the business for over 3 years and leads the Operations, Asset Management and Property Management teams.

You will work alongside a diverse team at PLATFORM_, and will learn about BTR, residential property, and the business itself from people with extensive experience in the sector. This will include the on-site teams at each of the PLATFORM_ sites across the UK, and teams responsible for acquiring, designing and building new PLATFORM_ sites.

PLATFORM_

Established in 2016, PLATFORM_ is growing rapidly as one of the leading players in the BTR industry. We have 5 operational sites with over 600 apartments across the South of England. Construction is underway on 3 new PLATFORM_ sites which will add another 1,000 apartments, and there are several more sites in the pipeline. We won the ‘BTR Operator of the Year’ award at the Property Week Management Allstars awards 18 months ago, and our values are: Customer Focussed, Commercial, Innovative, Collaborative, Integrity & Passionate

PLATFORM_ is committed to attracting, developing and retaining the best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We are committed to building an inclusive work environment which respects values, offers equal opportunity and celebrates peoples’ individual differences through diversity.