• Ensure all community cases are assigned accordingly and are completed on time in line with department SLAs, KPIs and priorities.
• Report complex issues and residents’ complaints to Manager, Community and proposes recommendations for improvement.
• Escalate residents’ issues to the Management, if required and makes recommendations for exceptions.
• Address internal issues, if any, with other departments, which have impact on service and satisfaction levels and resolves them. 
• Assist in handling difficult customers and ensures they are dealt with in a timely fashion. 
• Attend and monitor Homeowner Residences Committees as required. 
• Communicate information necessary for the effective and efficient operation of a community to Homeowners or residents utilizing appropriate communication media.
• Periodically check according to schedule all community facilities and recommend preventive and corrective maintenance action, in accordance with HO-Plan projections.
• Manage interfaces with colleagues within the Customer Excellence department to ensure quality and performance standards are being delivered by the service providers.
• Prepare and submit regular reports based on periodic checks on Living zones focusing on the image, functionality and convenience of these areas. Such reports will stress on issues concerning maintenance, security & landscape.