During my tenure in my current and previous roles I have also learned how to maintain a professional and productive relationship with clients and colleagues alike, and put maximum efforts for every task at work. I believe in  looking at an organisation's long term goals as opposed to looking for short term gain. I believe this empowers me to give my all in being successful when tackling problems or tasks.  I am a highly effective communicator and problem solver and feel that my interpersonal skills and behavioural strengths are a strong match for the position advertised.   For example, in my last role working in a housing association I was responsible for making sure that repairs are carried out by contractors on time and on schedule; this sometimes leads to me communicating with contract managers and even directors, when repairs are not completed on time. I have had to chase the repair on the resident's behalf to ensure that the resident is treated fairly and to prevent any further escalation. I have done this by communicating via email, phone, and teams - I am quite articulate when conversing with people from all backgrounds and levels of management. I have a strong track record in organizing and streamlining administrative processes to improve efficiency. This includes establishing systems for monitoring service performance, tracking contract compliance, and maintaining accurate records. I’ve also worked with tools like databases and CRM systems like Northgate to track manage, and update key information related to contracts and service levels. I always got back to the customer advising them of the progress of the repair; being honest with timeframes and managing their expectations. I would inform that a short term fix might help; but making sure the problem does not repeat itself is far more beneficial for them in the long run. I have demonstrated my ability to work with other departments and my own team members by making sure everyone is updated on any upcoming meetings or events; even if it is not part of my job - I do this because I believe communication between teams and colleagues is the most important factor in making sure productivity is maintained; and it ensures the right outcomes are achieved when solving any problems that arise - especially with clients. I have advanced Excel skills, including proficiency in formulas, pivot tables, and data analysis, which would be vital for tracking and analyzing service data. Additionally, I’m proficient in Word and Publisher for creating reports and documentation and familiar with managing databases to store and retrieve contract and service-related information. I bring a strong ability to negotiate and communicate effectively, both with internal teams and external contractors. In previous roles, I’ve been responsible for liaising with service providers to ensure contractual obligations are met and resolving any disputes or issues that arose. My communication skills allow me to convey expectations clearly and assertively, ensuring that issues are raised promptly and dealt with professionally. For example there was a time during my tenure at Hastings insurance when I had to ensure that new staff members were trained on the new script and at the same time, I had an escalated customer complaint to deal with. Both were urgent and were scheduled to be dealt with on the same day along with what I do day to day as well. I spoke with a colleague, and they agreed that if the complaint I had been working on needed further investigating; that they would cover me for the training.  Thankfully because I had already started dealing with the complaint earlier on in the week, during my spare time; I was already putting the final touches to the customer report and emailing them the amount of compensation they would be receiving which would be 45 pounds due to the incorrect direct debit dates being set up by a first line agent. Once I confirmed that we were indeed at fault after listening to the series of calls and going over the accuracy of what the customer was saying, I decided to offer this amount as per our guidelines and explained to the customer the reason behind it. As such I was able to train new colleagues as planned without needing another colleague to step in; which allowed me to focus on providing a quality service to the client.  I am comfortable being assertive when it comes to addressing non-compliance and breaches in contracts. I’ve had to escalate issues before and have done so confidently, balancing diplomacy with a firm stance on what is required. I understand the importance of not compromising on service quality and am prepared to manage difficult conversations when necessary. For example, There has been a time in my role at Deliveroo when I had apparently incorrectly offered a customer a refund. The customer claimed he was double charged and it clearly visible on the payment system we use which was stripe; but was not visible on the customer account. Another colleague advised me and my colleague that if we are in doubt regarding payments; we should always follow the information that is available on stripe. As such a refund was due for the customer.  Unfortunately, the colleague who had initially disagreed had already emailed the customer saying no refund would be available; The customer became agitated and angry at this point, swearing several times. I remained calm throughout and asked the customer to also become calm as I confirmed that they were indeed correct about the double charge and that they will be receiving a refund immediately through our payment system. I apologised for the initial mistake and email that was sent and re – assure the customer that I will notify our quality control team to ensure such a mistake does not happen again.  The refund was processed whilst I stayed with the customer on the phone; and the customer confirmed they had received it. I took it upon myself to offer a goodwill gesture to the customer in the form of a credit on their account; which I knew from my previous experiences could be done; and then sent an email confirmation of the refund, credit and an apology. I hold a full UK driving licence and am happy to use my car to travel for work purposes ifrequired. All in all, I believe my combination of administrative skills, customer service experience, IT proficiency, and assertiveness would make me an excellent fit for this role. My focus on high-quality service delivery, attention to detail, and ability to manage relationships with contractors would enable me to effectively monitor estate services contracts and ensure compliance at all levels.