Summary

Responsibilities

1. Resident Relations & Client Experience

• Serve as the primary contact for all resident, homeowner, tenant, investor, and visitor enquiries.
• Deliver exceptional customer service through professional, courteous, and solution-focused interactions.
• Resolve resident requests at the first point of contact whenever possible.
• Build strong relationships with residents and stakeholders while promoting a positive community environment.
• Welcome new residents and provide orientation on Fumba Town services, procedures, and community guidelines.

2. Community Governance

• Administer and enforce community policies, regulations, and governance procedures.
• Guide residents on governance matters and community obligations.
• Support implementation of governance decisions and community standards.
• Promote compliance through education, communication, and engagement rather than enforcement alone.
• Maintain accurate governance records and documentation.

3. Case Management

• Own resident cases from initiation through resolution.
• Record, prioritise, assign, monitor, and close cases within agreed service levels.
• Coordinate responses across internal departments.
• Escalate complex matters appropriately while maintaining ownership of communication with residents.
• Monitor response times and ensure timely follow-up.

4. Communication

• Prepare resident notices, newsletters, announcements, and community updates.
• Coordinate communication during planned works, emergencies, and service interruptions.
• Maintain accurate communication records.
• Ensure information provided to residents is timely, accurate, and professional.

5. Community Engagement

• Organise resident meetings and community engagement activities.
• Promote positive relationships within the community.
• Collect resident feedback and recommend service improvements.
• Support initiatives that strengthen community participation.

6. Reporting & Administration

• Prepare weekly and monthly reports covering:
  • Resident enquiries
  • Complaint trends
  • Outstanding cases
• Maintain confidential resident records.
• Monitor service performance indicators and recommend improvements.

 

Education and Qualifications

• Bachelor's Degree in Public Administration, Business Administration, Community Development, Hospitality Management, Law, Communications, or a related discipline.
• Fluent in English and Kiswahili (written and spoken).
• Proficiency in a third language (e.g., French, German, Italian, or Spanish) is considered an added advantage.

Requirements

• Minimum 5 years' experience in customer relations, hospitality, community management, property management, guest relations, or resident services.
• Proven experience managing customer complaints and complex case resolution.
• Experience coordinating multiple stakeholders across different operational departments.
• Demonstrated experience in international context and strong understanding of multicultural environments.

 

Characteristics

• Outstanding customer service and guest relations skills.
• Strong conflict resolution and negotiation abilities.
• Excellent written and verbal communication skills.
• Professional report-writing capability.
• High level of emotional intelligence and diplomacy.
• Strong organisational and multitasking skills.
• Excellent problem-solving and decision making abilities.
• Proficiency in Microsoft Office and digital case management systems.

 

Reporting To

Head of Fumba Town Management/ Town Manager