This unit of competency supports the work of those involved in building and maintaining customer service relationships with tenants in order to respond effectively to service requests in the property industry.

Nil

ELEMENT

PERFORMANCE CRITERIA

1Determine tenant requirements.

1.1 Professional rapport is established with tenant contacts to encourage accurate and relevant exchange of information.

1.2 Communication protocols and points of contact for tenancy liaison services are clearly communicated to tenants.

1.3 Tenant service requests are handled in a professional manner and prioritised according to organisational and legislative requirements.

1.4 Tenant service requests are documented detailing time, location and nature of service according to organisational requirements.

2Review service requests.

2.1 Service requests and timeframes are confirmed with relevant people according to organisational requirements.

2.2 Services are reviewed to ensure compliance with contract specifications and allocated budget according to organisational requirements.

2.3 Situations are analysed to determine risk factors and referred to emergency services as required according to organisational risk management procedures.

2.4 Service entries are checked and feedback is sought from relevant people regularly to monitor tenant satisfaction.

3Prepare progress reports.

3.1 Draft progress report is prepared detailing tenancy liaison service requirements, costs and outcomes.

3.2 Meetings held with tenants allow non-conformance and quality issues to be discussed in an open and participative environment.

3.3 Records of tenant meetings, including suggestions for improvement to tenancy services and action plans, are incorporated into draft progress report.

3.4 Draft report is distributed to relevant people and feedback sought regarding improvements to quality of tenancy liaison services.

3.5 Identified non-conformances that may impact on resource allocations are highlighted in progress report and referred to relevant people for future action.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

analytical skills to interpret feedback and improve service, determine level of risk and identify and solve problems with property asset service requests

communication skills to interpret and clarify tenant service requirements, and written and oral information; log service requests; and prepare property asset service reports

computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases

interpersonal skills to develop and maintain rapport with tenants and relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities

self-evaluation skills to assess and improve own performance

technology skills to use different forms of information and communication technologies.

Required knowledge and understanding:

contract law

fundamentals of customer service

individual and collective tenancy service arrangements

industry practices and benchmarks with regard to service provision

lease rights and responsibilities

organisational and professional procedures, ethical practices and business standards

relevant federal and state or territory legislation and local government regulations related to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

OHS

privacy

property sales, leasing and management

risk management associated with tenancy

standard operating procedures.

Overview of assessment

This unit of competency could be assessed through practical demonstration of building and maintaining customer service relationships with tenants to respond effectively to service requests. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

consulting with tenants to determine service requirements

knowledge of organisation's practices, ethical standards and legislative requirements associated with building and maintaining customer service relationships with tenants

logging and reporting service requests

obtaining feedback on customer service from tenants, colleagues and supervisors

responding to service requests promptly and determining appropriate action.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Tenant may include the following users:

commercial

hospitality

industrial

residential

retail

single

multiple, with a known contact point in the premises.

Service requests may:

vary from those outside the terms of the service contract

require authorisation to proceed to those which are within the service contract and level of authority designated to liaison personnel.

Organisational requirements may be outlined and reflected in:

access and equity principles and practice guidelines

business and performance plans

complaint and dispute resolution procedures

goals, objectives, plans, systems and processes

legal and ethical requirements and codes of practice

mission statements and strategic plans

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards

quality assurance and procedure manuals.

Legislative requirements may be outlined and reflected in:

Australian standards

codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law

environmental and zoning laws affecting access security, access and property use

general duty of care to clients

home building requirements

local regulations and by-laws

quality assurance and certification requirements

relevant federal, and state or territory legislation that affects organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

relevant privacy laws

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Relevant people may include:

agents

clients

colleagues

engineers and technicians

government personnel

legal representatives

members of industry associations

property owners

subcontractors

supervisors

technical experts

tenants.

Feedback may be sought from:

tenants

supervisors and colleagues

formal and informal performance appraisals

tenant meetings

workplace assessment.

Unit sector

Property development, sales and management

Property operations and development

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.