60 seconds with our Customer Service Manager, Brid Hesse

What is your role and what are you responsible for?

Customer Services Manager

I am responsible for ensuring that moving into a Montreaux home is an enjoyable and stress-free experience. My relationship with the homeowner essentially starts at the exchange of contracts and I am on hand to answer any queries for the first two years of ownership. I also carry out home demonstrations and get involved in dressing our show apartments.

What is the best part of your role?

The variety that it has to offer, no two days are ever the same and there is always a new challenge to overcome. It’s also incredibly rewarding to play such a key role in enabling clients to realise their dream of homeownership.

Describe working at Montreaux in three words?

Challenging. Varied. Rewarding.

I see that you previously worked in Recruitment within the property industry, do you find that the skillset for recruitment is similar in your current role at Montreaux?

Absolutely. Recruitment is a challenging people-based industry. Both roles require excellent communication and time management skills, as well as the ability to handle multiple priorities. You also need to be highly organised with an innate ability to solve problems. A can-do attitude is a key requirement.

Four years working in a school must have had its challenges, did handling tricky parent liaison prepare you for a Customer Services Manager position?

I worked in an amazing school with very supportive parents. However, I was the Admissions Officer for the first two years and securing a school place for your child is a hugely emotive and stressful time for every parent. Perhaps akin to purchasing your first home! A supportive, empathic style works across both sectors.

I spent my final two years working with newly qualified teachers, who also needed their hands holding on occasion. Whatever the industry, customer service is about going the extra mile to ensure your clients have a positive interaction with you and your company.

Do you think that the pandemic has made a customer services role even harder to fulfil?

Not necessarily, working remotely was definitely a challenge, but most of our clients were extremely patient and understanding. Thankfully, we were still able to facilitate all of our scheduled completions and maintain our aftersales desk during the entire pandemic. This is evidence of our strong team spirit. We may have had to change how we worked, but the quality of our service remained the same.