Customer Service Co-ordinator - Maintenance

We are currently looking for a Customer Service Property Maintenance Co-Ordinator to join our fast-paced maintenance department. The job role will involve dealing with tenants, over the telephone and via email, who have a maintenance issue with their property.

The Location:

You will be joining our team based in Sunnyside just off Easter Road, Edinburgh. In a newly refurbished business centre close to the city centre, offering a great transport service and surrounded by all local amenities a vibrant place to work with an exciting company culture.

Hours :- Monday - Friday 9am - 5pm

Benefits
We’re proud to offer;

• Salary £20,000 - £23,000pa
• 32 days holiday inclusive of bank holidays
• Company socials
• That all important pension scheme to save for your retirement
• ARLA/Propertymark qualifications funded by us! (Subject to T&C’s)
• Modern offices, technology and refreshment facilities
• Cycle2 work scheme, holiday purchase and access to employee benefits platform.
• Health assured app for all your wellbeing needs
• Excellent growth and development opportunities and to also learn alongside accomplished business leaders in the industry.

Job Summary & Overview

You will undertake a range of duties not limited to:

• Managing day-to-day maintenance requests.
• Delivering a high standard of customer service for all customers. Ensuring we are being pro-active when we manage incoming queries.
• Understanding Landlord and Tenants responsibilities when managing the day-to-day requests so we can be clear to customers around their responsibilities for the property.
• Managing the day-to-day telephone and email requests from Landlords, Tenants and Contractors.
• Ensuring maintenance issues are logged and managed effectively.
• Take responsibility for outstanding tickets and manage these in a timely manner.
• Dealing with conflict using strong negotiation skills to resolve conflict.
• Working with contractors to ensure work carried out is done in a timely manner and to the correct standard.
• Ensuring safety certifications are up to date and make sure any renewals have been arranged in a timely manner, so properties are compliant.
• Working with the senior coordinators and team leader to ensure KPIs are achieved and escalate any issues when appropriate.

Person specifications & competencies

• Previous property experience is desired but not essential. Full training will be provided along with ongoing coaching where required.
  
• Great verbal and nonverbal communication skills.
  
• Ability to delegate.
  
• Strong customer service skills.
  
• Good organisational skills with a problem-solving ability.
  
• Good communication/negotiation skills and very competent in resolving conflict and potential disputes
  
• Confident at relaying information.
  
• Ability to prioritise and multi-task.
  
• Ability to remain calm under pressure in a fast-paced environment.
  
• Good IT skills including MS Office Suite.
  
Legal Right to Work in the UK

About Us

As market leader in Scotland, D J Alexander has 40 years’ experience and is constantly expanding, developing and striving to change the Property Industry. D J Alexander is a trusted brand with a strong heritage, known for our customer care with clients and employees alike.

At the end of 2021, D J Alexander was acquired by the Lomond Group, a network of regional Lettings and Estate Agency’s across the UK, further strengthening the DJ Alexander brand in Scotland and expanding the foothold with premises in Edinburgh, St Andrews, Aberdeen and Glasgow. We are now looking to strengthen a team bound by a true passion for customer service, to enable us to deliver immediate and sustained growth in Scotland and achieve our vision to create the best agency in Scotland.