Marie Chu-Shing

• Build positive and trusted relationships with customers, internal teams and external stakeholders
• Manage a wide range of tenancy portfolios with a variety of complexities, 150-180 tenancies
• Support customers to settle into their homes and ensure the home is fit for purpose
• Collaborate with internal delivery teams to manage maintenance that will impact customer wellbeing
• Work alongside stakeholders to align and prioritize individual customer housing needs as required.
• Ensure the right support is provided to customers in complex circumstances and encourage customers to use services for their wellbeing
• Ensure tenancy obligations are met under the Residential Tenancies Act
• Effectively identify risk and provide customer-based solutions that meet business policies
• Capture and maintain customer records in a timely manner, ensure it is entered in the internal system, aligned with the Kāinga Ora standards and guidelines.

• Operational Administration Tasks
• Operational Analysis and Reporting
• Facilitate coaching and create coaching plans
• Engage with customers to support their enquiries related to tenancy
• Support Team Leaders with operational tasks, managing team and to ensure Customer Advisors are meeting Performance Targets, Customer Guiding Principals and First Call Resolution
• Complete complex admin in a timely manner to meet deadlines
• Develops and maintains functional relationships with key internal and external stakeholders
• Identify continuous improvement opportunities

· Managing calls for maintenance, accounts and other general queries.

· Complete tasks in operational inboxes

· Statistics/Performance Lead for home team

· Facilitate training and supervise mentor programme

· Digital Pilot – New cloud system, reporting, IWD, Enquiries and Agent Assist

· Facilitator for upskilling within the after hours/weekend team and digital pilot

• Managing major accounts, providing reports for delays and deliveries daily.
• Monitoring and action customer email queries that come to the CS Inbox
• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
• Create cases for action and monitoring in our ACM system to keep track of problem freight
• Manage and update daily KPI reports for head office.
• Dealing with customer complaints, investigating problem freight, and finding resolutions.
• Action shipments claims.
• Facilitate Training for new recruits
• Assist with sale queries and aid our sales managers
• Action call and case audits monthly

• Handle calls regarding retaining customers
• Top Sales Representative
• Inbound/Outbound calls to existing customers
• Handling bill payments
• Finding solutions to account enquires in a timely manner
• Arranging technician support