O'Dwyer Property Management is committed to providing the highest standards of Customer Care to all of our clients.
Lucy Marshall Head of Customer Care & Administration
"As head of customer care and administration my role encompasses being responsible for the quality and delivery of our customer care program, inward and outward communications and other administrating matters critical to running efficient and value added service for all our Clients.
Whether a caller is simply looking to purchase a key, a letter writer is querying their account or we get an alert that a lift is broken down we are committed to providing prompt, efficient and effective responses in a friendly manner.
We aim to be open, honest and straightforward to deal with.
We operate customer charters and hearing views and feedback is important to our continuous development programme.
Our Customer Care commitment charter is to answer all calls within 45 seconds and at least 80% within 5 seconds. Our telephone system auto-generates a twice daily report to let the team know of any delays and it tracks our response rate so that our performance is consistently monitored and managed on a daily basis.
Customer Care Logging and Tracking system - Resolving and Monitoring Activities
- Each call is logged with a unique log number on our Building Management System (BMS) programme so that it can be tracked until it is resolved and closed.
- Each call is categorised and the system auto-assigns the log to the appropriate staff member to resolve (so an insurance query is assigned to our Insurance Administrator, a finance query to the appropriate Finance Manager and so on).
- Each member of our Customer Care Team is trained in building maintenance and can to address a large percentage of building enquiries.
- Any correspondence requiring a response is tagged and tracked on a daily basis by the Head of Customer Care and Administration to ensure follow up within agreed time frames.
Instructions and the ‘to do list’ from meeting minutes, site visits and inspections are uploaded onto our BMS database. Each activity is auto-assigned to the appropriate person to resolve. Each Property Manager meets with the Senior Management team on a monthly basis to review the logs and to ensure that issues are addressed.
The O'Dwyer Property Management Management Team meets monthly and details on all calls and activity response times from the preceding month are reviewed.
Customer Care Response Commitment
- Urgent calls – within 4 hours.
- Letters, faxes and web enquiries – within 7 working days.
- Emails – acknowledged within 3 working days, full reply within 7 working days.
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