Building a World Class Operational Team for Better Customer Experience

Episode 12 - with Nick Hammond from Deverell Smith.

Nick is the Head of Build to Rent, Europe at Deverell Smith, which is a Global Real Estate Executive Search Firm delivering Recruitment & Strategic Consultancy across Investment, Development and Management disciplines of the Build to Rent Sector.

Today, we laser focus our conversation on how Property Providers can strategically build a high performance customer service team in any building.

Discussing in detail what good customer service is within the property sector and how it influences occupancy and ultimately yield performance. We dive deep into the challenges which all property providers are facing now; and likely into the future with a growing pipeline of properties but a limited number of highly qualified and experienced property customer service staff. We also investigate the opportunities that Covid-19 has presented to the property industry whereby many customer service roles in alternative industries, such as airline, retail, hotels have been decimated by furlough and redundancies; providing highly experienced customer service professionals with a unique opportunity to move into the property sectors.

Most importantly we cover the 2 most important things a Property Provider should do on every project to consistently build a World Class Customer Service Team and how Nick sees the future of the Build to Rent industry transforming as consumer expectations continue to shift with the changing circumstances we are all faced with.

In summary, the customer service team is often overlooked during the building design phases however, they are crucial to the long term operational and therefore financial performance of the asset. On this basis, early engagement with the core customer service team, during the design phases is essential to ensuring both the design and the customer service teams will be optimised to maximise customer outcomes, occupancy and yields.  This is a fantastic step by step guide for how any property professional can adopt this strategy in any project.

With your hosts, Adam Hinds and Jordan Relfe from the Award Winning  LifeProven Wellbeing Property Consultancy.

Resources:

LinkedIn

- https://www.linkedin.com/in/nick-hammond-5b4b508a/

A New Lease of Life Podcast

- https://open.spotify.com/episode/4PMuboPsAXFCV3XA9f5M18?si=omuOLQxJQ4mjB6qY7ggm5g

- https://ds.deverellsmith.com/leadership/a-new-lease-of-life-with-tim-stephen/