Samantha Riley

Resident & Client communication:

• Respond to calls, emails from leaseholders, residents and contractors.
• Handle general enquiries, maintenance issues, complaints and update sites on any upcoming or ongoing work.

Maintenance and repairs:

• Carry out monthly site inspections:
• Using a KPR system to log, assign and monitor repairs( plumbing, electrical, gardening etc) and to update actions that are taken.
• Liaise with contractors to ensure prompt attendance and completion making sure deadlines are met.
• Flag any urgent or none compliant issues

Health and Safety compliance:

• Ensure fire alarms, emergency lighting, lifts and other safety checks are up to date.
• Maintain contractor records ( Public liability insurance, risk assessments)
• Make sure that residents comply with leases eg subletting, noise issues and escalate with breach of the lease when required.

Managed daily operations which include the following;

• dealing with customer enquiries via telephone and email
• helping customers to choose the best option for themselves
• creating detailed invoices using excel spreadsheets
• taking credit card (RMS and Elavon) along BACS payments
• booking in weekly orders with the production team
• liaising with customers and delivery companies for timely deliveries
• purchasing stock and dealing with suppliers for the day to day running of the business
• keeping control of customer enquiries using Hubspot CRM
• passing on any updates to the website company
• keeping track of accounts including PAYE, VAT, year end etc, being the main point of call for the accountant.

• responsible for selling insurance policies to clients within this role.
• explaining the policy terms, coverage, and costs, and helping clients make informed decisions.
• main point of contact for clients. I assisted clients with claims, policy changes, and other inquiries, building long-term relationships.

I then became a trainer for the company and my role included.

• responsible for preparing insurance advisors to excel in their roles.
• provide training on various aspects of insurance, including policy types, regulations, sales techniques, and customer service skills.
• educated advisors on the latest regulations and compliance requirements to ensure they operate within the law.
• helped trainees to focus on improving their customer service, negotiation, and problem-solving skills..