Ja­nine Scrivener, Har­courts Beach­side

Elite Property Manager - - Contents -

Tell us a bit about your­self and your cur­rent role. My cur­rent ti­tle is Prop­erty Ad­min­is­tra­tion and Busi­ness De­vel­op­ment Man­ager and I do love the busi­ness de­vel­op­ment man­age­ment side of real es­tate.

I’m cur­rently com­plet­ing my full Real Es­tate Li­cence with the aim of be­ing a Li­censee by Oc­to­ber 2016.

I’m not sure there is such a job ti­tle, but I’d like to be known as a Cus­tomer Ser­vice Spe­cial­ist as I re­ally do feel that is my strong­est at­tribute. I get my job sat­is­fac­tion by al­ways treat­ing all our clients – yes, even the dif­fi­cult ones! – with good man­ners and re­spect. I like to make time to lis­ten and be heard, com­bined with prob­lem solv­ing and con­flict res­o­lu­tion. If I’m able to make peo­ple happy then I feel that I have suc­ceeded. It’s a very tricky bal­ance, though, to do this and also have time man­age­ment skills!

What sets your team apart?

Our prop­erty man­age­ment team at Har­courts is very strong; there are four qual­i­fied prop­erty man­agers who are all com­pe­tent, con­fi­dent, flex­i­ble within our jobs and pas­sion­ate about what we do. I truly be­lieve that this is what gives our of­fice the edge over other com­pa­nies within the in­dus­try. You can’t fake com­mit­ment or pas­sion.

What mo­ti­vated you to get into real es­tate? I was of­fered an op­por­tu­nity with on-the-job train­ing at a lo­cal real es­tate of­fice. I took it and have never looked back.

I love my job, the peo­ple I meet, ten­ants, own­ers, trades, build­ing com­pa­nies, the walkins, peo­ple in the in­dus­try. I’m re­ally for­tu­nate to have found what I think is my dream job and with Har­courts’ sup­port I’m tak­ing it to high­est level I can.

How is the mar­ket in your lo­cal area right now? We are cur­rently ex­pe­ri­enc­ing a slight down­turn in the rental mar­ket for the first time in 10 or 11 years, with a large num­ber of avail­able in­vest­ment rentals in the area. There are so many rea­sons for that, in­clud­ing the fact that many ten­ants are now able to af­ford their own homes. I think that to get through this, prop­erty man­agers must work their prop­er­ties and their ex­ist­ing and po­ten­tial ten­ants, so that they want to sign up or stay with us.

Who or what in­spires you? There are many peo­ple that in­spire me; and ev­ery­day life in­spires me. Tara Brad­bury is the first per­son who in­spired me within the in­dus­try; she is so well known and I’m a BDM novice from a small town, and I truly won’t for­get her kind­ness in tak­ing the time to ad­vise me.

Har­courts CEO Mike Green’s views on cus­tomer ser­vice are in­spir­ing. Knowl­edge­able,

I’m not sure there is such a job ti­tle, but I’d like to be known as a Cus­tomer Ser­vice Spe­cial­ist, as I re­ally do feel that is my strong­est at­tribute.

kind, strong women within our in­dus­try also in­spire me, like Donna White­head and Mar­i­anne Smith. Most im­por­tantly, my mum has al­ways in­spired me to be the best I can be; al­ways be mind­ful of what you say and how you say it, and al­ways be kind.

In your brief­case right now is...? Do I re­ally have to say? There’s too much – I’m a hand­bag hoarder! Makeup bag, sun­glasses, mints, wa­ter bot­tle, free car wash and cof­fee vouch­ers, choco­late, my study notes, as­sess­ment ques­tions, pens, busi­ness cards, cal­cu­la­tor, cur­rent rental list­ing, book­let­sized man­age­ment brochure (you never know when an op­por­tu­nity will pop up), di­ary, hair­brush… phew!

What apps do you cur­rently use on your iPhone or iPad? Not as many as I would like to. In­spec­tion Man­ager is a new rou­tine app that I’ve had the op­por­tu­nity to use in my cur­rent job and like.

Is there some­thing you couldn’t live with­out (in busi­ness or life)? My fam­ily. I know ev­ery­one says this but it is so true!

What is one top tip for good client com­mu­ni­ca­tion? Al­ways be clear and hon­est. Al­ways think be­fore you speak, as there are con­se­quences to words said in haste. In dif­fi­cult sit­u­a­tions lis­ten to what clients are say­ing and let them say it with­out in­ter­rupt­ing.

I think a lot of peo­ple have the mis­un­der­stand­ing that if you are kind you are a pushover; how­ever, I be­lieve you can be kind, firm and still work within our in­dus­try’s leg­is­la­tion and reg­u­la­tions. Ev­ery­one’s prob­lems and the sit­u­a­tions they find them­selves in are im­por­tant to them and should al­ways be re­spected.

Best les­son you have learned so far? When you find the com­pany that res­onates with your core val­ues ev­ery­thing will fall into place.

Words to live by? Good­ness, there are so many! My one thing I think I re­ally try to say and live by is to be kind; it’s only a lit­tle word but pow­er­ful if you use it. ■

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