Juan Antelo

Experience

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  Lastminute.com

  Jan 1999 - Jan 2001

  Customer Services Coach

  Assisting Workflow manager in managing the Customer Service Department: Ensure that the agents achieve service level agreement - both quality targets and quantity targets. Enhance the skills and knowledge of the customer service advisors at an individual and group level through motivational coaching strategies. Manage the performance of the department during working shifts in relation to workflow and service levels. Provide immediate first point of escalation for all customer service advisor queries. Help to solve problems and make decisions regarding all aspects of communication. Show less

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  CityWest Homes

  Jan 2001 - Jan 2012

  Process Alteration applications made by Lessee's, work in liaison with Surveyors, local housing providers, Valuers, Planning and District Surveyors. Investigate and resolve any cases where unauthorised alterations have taken place and formalising approval or refer to solicitors for legal action. Also, assist in the creation of processes to improve the overall efficiency of section. Process Miscellaneous Sales and Freehold Sales applications. In addition, support in the delivery in frontline Lessee Services functions. Show less

  • Leasehold Major Works Officer

    Jan 2009 - Jan 2012

  • Leasehold Management Officer

    Jan 2001 - Jan 2009
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  CityWest Homes

  Apr 2013 - Dec 2017

  Lessee Services Team Leader

  The day to day line management of the Lessee Services staff, involving leading and motivating the team, determining task responsibility, the setting of individual and Team objectives, and responsibility for measuring staff performance. Ensure that estimated half-yearly service charges are calculated, prepared and dispatched in accordance with the terms of Westminster's leases and ensure the same applies for Statements of Actual Expenditure within statutory time limits. Produce statutory Section 20 Notices for issue to Lessees and Residents Associations ensuring the information provided meets the requirements of Legislation and Council Policy. Check that the team identifies and reconciles project costs incurred for individual major works schemes. Check that payment files are completed for each contract, a complete audit trail is produced ensuring costs are accurately recharged to lessees and where necessary liaise with consultants and contractors to resolve any queries. To ensure that all home ownership schemes are properly monitored and corrective action taken, where appropriate. Monitor the performance of the team to ensure that targets are achieved, including the production of monthly statistics. Produce reports of a good standard that are appropriate to the audience and within the required deadline. Responsible for creating, maintaining and keeping up to date the policies and procedures for Lessee Services. Show less

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  Bartholemews

  Dec 2017 - now

  Estates Manager