Handover Executive

Job Overview

JOB DESCRIPTION

JOB TITLE Handover Executive

DEPARTMENT CRM – Handover

LOCATION Projects

REPORTS TO Handover Manager

General Job Description

The Handover Specialist is responsible for managing the later stages of the customer journey, ensuring a smooth transition from project completion to client delivery. This role involves planning the customer’s home orientation, guiding them through the inspection process, and finalizing the key handover. The specialist will address any feedback or comments that arise, ensuring an exceptional service experience that fosters customer loyalty and generates leads for future business.

Duties & Responsibilities

Project Transition:

• Facilitate the seamless handover of projects from development to client delivery, ensuring all deliverables meet or exceed client expectations.
• Coordinate with internal teams to ensure all project components are completed and ready for handover.
  
  

• Serve as the primary point of contact for clients during the handover process, providing regular updates, addressing inquiries, and resolving any issues promptly.
• Conduct home orientation sessions to familiarize clients with their new property, explaining features, functionalities, and maintenance procedures.
  
  

• Oversee the preparation, review, and organization of all inspection and handover documentation, including handover manuals, Defect Liability Period (DLP) guidelines, and as-built drawings if necessary.
• Ensure all documentation is accurate, complete, and readily available for clients.
  
  

• Handle customer complaints professionally, providing appropriate solutions and alternatives within established time limits, and follow up to ensure full resolution.
• Maintain positive relationships with clients, addressing their concerns and ensuring their satisfaction throughout the handover process.
  
  

• Work closely with contractors, site managers, and other stakeholders to ensure that all work meets necessary standards, timelines, and client expectations.
• Coordinate with the Quality Assurance (QA) and Quality Control (QC) teams to verify that all units are completed to the highest standards before handover.
  
  

• Assist with post-handover support activities, including defect rectification, warranty claims, and client feedback management.
• Monitor and follow up on all post-handover issues to ensure timely and satisfactory resolution.
  
  

• Track and report on key performance indicators (KPIs) related to the handover process, identifying areas for improvement and implementing corrective actions as needed.
• Conduct periodic reviews and assessments of handover procedures to enhance efficiency and client satisfaction.
  
  

• Provide training and support to junior handover staff and new team members, ensuring they are well-equipped to handle their responsibilities.
• Stay updated on industry trends, best practices, and regulatory requirements related to handover processes and incorporate this knowledge into daily operations.
  
  

• Continuously seek opportunities to innovate and improve the handover process, implementing new technologies and methodologies to enhance the client experience.
• Gather client feedback and use it to drive improvements in service delivery and customer satisfaction.