About Dubai Holding Community Management:
Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.
At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.
Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively
We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.
About the Role:
As a Community Liaison at DHCM, you will be the primary point of contact between DHCM and the owners/tenants within your assigned communities. Your role is crucial in ensuring seamless communication, timely collection of service charges, proactive community monitoring, and efficient resolution of issues. You will contribute directly to maintaining high living standards, fostering customer satisfaction, and upholding the integrity of DHCM communities.
Main Duties and Responsibilities:
- Serve as the first point of contact for all inquiries and complaints from owners/tenants, providing timely and high-quality customer service.
- Thoroughly investigate customer complaints to identify the root cause and ensure appropriate follow-up actions are taken to achieve complete resolution and customer satisfaction.
- Escalate unresolved issues according to established procedures to ensure efficient and effective handling of all customer concerns.
- Educate community members on DHCM's rules and regulations to promote and ensure consistent compliance.
- Execute the timely collection of service charges for assigned communities to guarantee the availability of funds for essential community services.
- Communicate any changes or issues related to service charges to owners/tenants to prevent disruptions to community services.
- Conduct regular site inspections of assigned communities to assess the condition of assets and the quality of soft services (pest control, cleaning, waste management, landscaping, security), ensuring decent living standards.
- Monitor the performance of third-party service providers against Service Level Agreements (SLAs) to ensure the required community maintenance services are delivered effectively.
- Provide feedback and coordinate with relevant internal departments and/or external service providers to address identified issues with community infrastructure and/or soft services promptly and satisfactorily.
- Issue No Objection Certificates (NOCs) for assigned communities, ensuring all community activities are conducted safely, securely, and in compliance with community regulations.
- Maintain and update the owner database to ensure accurate contact information for service charge collection and ongoing communication.
- Log all customer complaints in the system to accurately record and track the progress of issue resolution in a timely and quality manner.
- Participate in the budgeting process for assigned communities in collaboration with the Community Manager, providing relevant information for accurate budget preparation to maintain communities according to DHCM standards.
- Identify opportunities for continuous improvement in systems, processes, and practices, considering international best practices, business process optimization, cost reduction, and productivity enhancement.
- Adhere to all relevant departmental policies, processes, standard operating procedures, and instructions to ensure consistent and controlled work execution.
- Prepare Facility and Community Management departmental statements and reports accurately and timely to meet DHCM and departmental requirements, policies, and standards.
Qualifications & Experience:
- Bachelor's degree in Business Management or a related field.
- Minimum of four (4) years of experience in a similar role within community management or property management.
- Demonstrable project management skills.
- Excellent interpersonal and communication skills.
- Strong time management, prioritization, and organizational skills.
- Analytical thinking and problem-solving abilities.
- Proficiency in MS Office Suite.
About Benefits:
At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.