Role Purpose Manage assigned homeowner journeys across handover and post-handover, ensuring proactive communication, timely resolution of requests, and a seamless client experience in line with approved processes and SLAs.
Key Responsibilities Act as the main point of contact for assigned homeowners throughout the property handover journey. Coordinate the end-to-end handover process, from pre-handover communication and onboarding through readiness, appointments, documentation, handover meetings, keys, kits and post-handover initiatives. Manage and follow up on DLP/warranty cases until closure, coordinating with relevant internal teams. Handle client requests, complaints, and escalations, referring complex cases to the Manager when required. Coordinate with all stakeholders to resolve client matters. Ensure proactive, accurate and professional communication with homeowners. Maintain accurate CRM records, logs, trackers, and required reports, ensuring timely updates on client requests, handovers, DLP cases, follow-ups, SLAs, and outstanding actions. Follow approved SOPs, communication templates, SLAs, and service standards. Identify recurring issues, process gaps and improvement opportunities, and report them to the Head of department. Support the implementation and continuous improvement of the handover experience and related initiatives.