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Job Purpose:

The job holder will be responsible for overseeing all aspects of the handover services for both pre -handover and during key handovers including the implementation and continuous enhancement of handover process and framework by optimizing customer experience, addressing challenges proactively, and contributing directly CX (Customer Experience) scores with improvements.

Key Responsibilities:

• Develop a comprehensive handover framework and manage the entire handover service process, ensuring seamless execution, adherence to compliance standards, and optimal efficiency.

• Demonstrate the agility to continuously evaluate and rigorously assess current handover processes, actively identifying existing bottlenecks, inefficiencies, and opportunities for improvement.

• Pre-handover preparation is completed - Ensure the pre-handover preparations gifts, Handover notices, EDMs, etc. are liaised and completed prior to the handover start date.

• Liaise with Quality Assurance & Marketing Team prior to handover to ensure customer's journey is seamless through the readiness of the properties & community.

• Liaise with the CRM team to drive the handover appointments.

• Ensure units are handed over to customers within the defined service level agreements.

• Required payments for handover are completed prior to providing key handover.

• Ensure and attend to all customer enquiries and complaints and respond promptly in a professional and courteous manner and ensure complaint resolution in-order to ensure high customer service standards and customer satisfaction.

• Lead and motivate a team of handover coordinators and specialists to ensure efficient and cohesive operations.

• Customer key appointments are reconfirmed prior to the visit including checking arrangement of outstanding payments and late payment fees waiver discussion has taken place if required.

• Provide training, coaching, and performance feedback to handover executives and support staff.

• Initiate regular meetings to discuss operational issues, customer feedback, and performance metrics. Assist in implementing strategies to enhance the overall customer experience, aiming to exceed customer expectations, increase satisfaction, and promote positive word-of-mouth referrals.

• Handle escalated customer inquiries, complaints, and issues with the aim of providing prompt and satisfactory resolutions, ensuring customer retention and loyalty.

• Stay updated on industry trends and regulations to ensure compliance and competitiveness.

• Perform additional responsibilities associated with this position as assigned, demonstrating versatility and commitment to project success to contribute to overall project success and achieve organizational goals.