Tenant Services Officer

SUMMARY:
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POSITION INFO:

Overview: 

Our client in the property sector is looking to employ a Tenant Liaison Officer responsible for liaising with all clients and ensure the efficient letting of units and to maximize rental income by ensuring that vacancies are kept to a minimum.

Minimum Requirements: 

• Grade 12 / Matric 
• 3-year Business management course or equivalent
• 3-5 years’ experience in a supervisory role
• 3-5 Years’ experience in a customer service environment
• A minimum of 3 years in a property management environment
• Advanced MS Office and MDA

Key Performance Areas: 

1. Operational Requirements

• Execute daily tasks and work instructions according to relevant Procedures & Policies
  APPLICATION MANAGEMENT
• Ensure all vacancies are advertised
• Oversee the enquiry &application process from start to finish in line with company procedures
• Ensure viewings take place where applicants have requested same
• Provide final approval on all applications in the portfolio 
• Oversee/ensure that the lease signing procedure is carried out correctly
• Oversee that all leasing data has been uploaded on the property management system (MDA)
• Oversee that all tenant information with the relevant charges are loaded on the system
• Liaise with different personnel, as is required, to prevent delays and on-time delivery
  TENANT & RELATIONSHIP MANAGEMENT
• Ensure the efficient and effective tenant administration and management of related processes
• Oversee tenant management procedures to ensure maximization of revenue streams
• Ensure vacancies negated in line with budgets and projections
• Oversee tenant relationships through tracking customer service levels
• Ensure lease agreement processes are managed in line with company procedures
• Oversee the marketing of available units to optimize rental income
• Resolve all the escalated internal and external tenant enquiries in line with company procedures
• Oversee that house rules are enforced with transgressions attended to and recorded
• Oversee house visits to ensure active engagements with our tenants
• Oversee that notices to vacate are recorded on the mutation schedule and MDA and that exit inspection appointments are scheduled to take place
• Oversee the pre-exit and final inspection process
  COMPLEX WELLNESS MANAGEMENT
• Perform regular checks on the “wellness” of the complexes in the PE Region
  REPORT WRITING
• Review monthly business unit results and ensure regular and accurate reporting
• Report weekly on vacancies, mandates and site visits submitted to the Reg. Manager
• Revenue variance report compiled on a monthly basis
• Collate feedback from staff and formulate a monthly progress report, including statistics over a period of times

STAFF MANAGEMENT

• Monitor and review Tenant Liaison Officers outputs in terms of marketing, processing of applications and successfully dealing with queries in agreed turnaround times
• Monitor and review Building caretakers performance by reviewing house visits sheets and inspecting the overall wellness of our complexes
• Co-ordinate the effective split of sub portfolios between Tenant Liaison Officers and ensure that resources available are utilized effectively
• Perform all duties, within your vocational abilities, as requested
• Ensure effective communication with internal department
  COMMUNITY DEVELOPMENT
• Manage Corporate Social Investment activities in line with company’s mainstreaming plans
• Engage with current volunteers involved in the CSI programs and attract new volunteer

2. Financial

• Ensure effective cost saving and waste elimination
• Set Annual Budgets and Quarterly Forecasts
• Meet output requirements, while containing expenditure
• Ensure control and approval of expenses in accordance with the company approvals framework

3. Human Resources

• Familiarise yourself with and, at all times, act in accordance with the company’s policies and procedures
• Promote diversity, equal opportunity and fair treatment in the workplace
• Ensure consistent adherence to & application of the company’s disciplinary code, grievance procedures and
  relevant legislation
• Execute company EE plan, procedures and targets
• Formulate and execute a Workplace Skills Plan in conjunction with the HR Department
• Manage staff performance through the Company Performance Management program

4. Quality Compliance

• Comply with Quality requirements as outlined by the company Procedures and Written Instructions in all tasks and activities
• Ensure that the required procedures and Quality standards are adhered to
• Ensure high quality standards of work are adhered to at all times
• Complete all documentation timeously and accurately

5. Safety, Health & Environmental

• Carry out any duty or requirement imposed on the company by housing act 
• Ensure that the requirements of the company act are complied with by every person under your supervision
• Ensure that reasonably practicable steps are taken to identify, manage or eliminate any hazards or potential hazards to the safety or health of employees
• Report any unsafe or unhealthy situations to the Managing Director