Job Description

Role Purpose

To facilitate liaison and communication between DHCM and the owners/tenants of assigned communities, ensuring the timely collection of service charges, monitoring community conditions, and addressing identified issues to deliver quality customer service, maintain decent living standards, and achieve customer satisfaction within DHCM communities.

Key Responsibilities/Accountabilities

• Community Relations & Customer Service:
  • Respond to all inquiries and complaints from owners/tenants in a timely manner, ensuring adequate customer service.
  • Investigate customer complaints to identify issues, follow up on relevant actions, and ensure customer satisfaction with the outcome.
  • Escalate unresolved issues efficiently through appropriate processes.
  • Educate owners and tenants about DHCM’s community rules and regulations to ensure full compliance.
  • Assist the Community Manager in liaising with local authorities and communities to address day-to-day community issues.
• Financial Management & Service Charge Collection:
  • Execute the timely collection of service charges for assigned communities to ensure sufficient funds for sustained services.
  • Inform owners/tenants of any changes or issues related to service charges to avoid disruption to community services.
  • Participate in budgeting for assigned communities with the Community Manager, providing relevant information for accurate budget preparation in line with DHCM’s standards.
• Community Operations & Quality Monitoring:
  • Perform regular site inspections of assigned communities to observe the condition of assets and service quality (soft services, pest control, external cleaning, waste management, landscaping, and security).
  • Monitor third-party service providers to ensure services maintain the community in line with Service Level Agreements (SLAs).
  • Provide feedback and coordinate with relevant internal departments and/or third-party service providers to address identified issues with community infrastructure or soft services promptly.
• Documentation & Compliance:
  • Issue No Objection Letters (NOLs) for assigned communities to ensure all activities are conducted safely, securely, and in compliance with community rules.
  • Update the database of owners to ensure accurate contact details for service charge collection and ongoing communication.
  • Ensure all customer complaints are logged in the system to record and monitor progress in a timely and quality manner.
  • Follow all relevant departmental policies, processes, standard operating procedures (SOPs), and instructions for controlled and consistent work execution.
• Reporting & Continuous Improvement:
  • Prepare Facility and Community Management departmental statements and reports accurately and timely to meet DHCM’s requirements, policies, and standards.
  • Identify opportunities for continuous improvement in systems, processes, and practices, considering international leading practices, cost reduction, and productivity improvement.
  • Maintain regular and up-to-date incident and progress reports.
  • Adhere to company policy and procedure, maintaining professionalism and confidentiality of all information.
  • Decision-making authority rests with the line manager, department head, and business unit head as per DHCM’s Delegation of Authority (DOA).
• Health & Safety Responsibilities:
  • Ensure full compliance with DHCM’s Health, Safety, and Environmental (HSE) Policy, governance framework, and standards by conducting all tasks according to HSE procedures, attending mandatory training, wearing PPEs, if required and actively reporting any hazards, near misses, or incidents.

Knowledge & Experience

• Bachelor’s degree in business administration or a similar field.
• Master's degree preferred.
• Minimum of 5 years of experience in a similar field (community management, property management, customer service).
• Project Management skills.
• Proficiency in MS Office.
• Effective interpersonal and communication skills.
• Problem-Solving and Decision-Making
• Time management, priority setting, and organizational skills.
• Flexibility and adaptability skills.