Chris, our Special Operations Manager was enjoying his lunch in the summer sun, when we politely interrupted to ask him a few quick questions. This is what he had to say…
Day-to-day, what do you do?
I supervise a team of 10 administrators, who form part of the Special Operations team. We’re only a small team but we have a lot of complex operational responsibilities , ranging from court orders, bankruptcy notifications, reconciliation and payment queries, to name but a few. We also handle any questions that come in relating to our Dispute Resolution service.
My role is to make sure the team provides the highest levels of customer service possible and if it’s a difficult query, I will give my opinion and hopefully we can resolve it together.
What are you most proud of?
I’m very proud of the work my team does. We always try to give our customers detailed information and resolve any issues as soon as we can. Given the complex nature of what we do, each member of my team has in-depth knowledge of deposit protection, as well as how the courts work and how we deal with bankruptcy. This makes sure that the right procedures are in place, so that the tenant can reclaim their deposit.
It’s always nice for me and the team to see good feedback from customers for our customer service. This has a great impact on us and motivates us to do even better.
If you had one piece of advice for landlords, agents and tenants, what would it be?
Keep lines of communication open throughout the tenancy. This makes life so much easier at the end of a tenancy, especially if you’re agreeing on how the deposit is to be distributed. When this doesn’t happen, a dispute is much more likely which is almost always stressful for the parties involved.
Where would your home be, if it could be anywhere?
The Bay of Plenty in New Zealand – I’ve never been there, so it would be a bit of a risk because I’m not sure if I would actually enjoy it. But from what I’ve heard and what I’ve seen it would be bliss.