Assistant Manager - Facilitation Office

The Assistant Manager - Facilitation Office at Bahria Enclave plays a critical role in managing the daily operations of the Facilitation Office, ensuring efficient handling of all resident complaints, requests, and inquiries. This role requires overseeing a team of eight complaint officers, providing supervision, training, and motivation to guarantee high-quality and timely service delivery. The Assistant Manager acts as the primary liaison between the residents and management, addressing concerns with empathy and professionalism while ensuring adherence to society policies, standard operating procedures, and service standards. The position demands effective coordination and communication skills to categorize and escalate resident issues to the relevant departments, track the progress of resolutions, and prepare comprehensive performance reports for senior management. Handling sensitive and high-priority issues personally, maintaining accurate records, and managing team attendance and performance are essential responsibilities. The ideal candidate holds a bachelors degree in business administration or a related field, with 3 to 5 years of experience in customer service or facilities management, including supervisory experience and preferably in housing society or real estate environments.
Responsibilities

Manage daily operations of the Facilitation Office to ensure all resident complaints, requests, and inquiries are logged and acknowledged promptly.
Supervise, train, and motivate a team of eight complaint officers to maintain professional and efficient service delivery.
Categorize and forward resident complaints and issues to the appropriate departments for timely resolution.
Track and follow up on the status of forwarded complaints to ensure resolution within defined turnaround times (TATs).
Maintain an accurate complaint management system documenting complaint details, actions taken, responsible departments, and closure status.
Escalate unresolved or delayed complaints to senior management according to the defined escalation matrix.
Prepare and distribute periodic reports detailing complaint volumes, resolution rates, pending issues, and department-wise performance to management.
Serve as the primary liaison between residents and management to address concerns with empathy, transparency, and professionalism.
Personally handle sensitive or high-priority resident complaints, ensuring proper resolution and follow-up communication.
Ensure compliance with society policies, standard operating procedures, and service standards within the Facilitation Office.
Manage duty rosters, attendance, and performance evaluations of team members to ensure smooth office operations.
Foster a positive work environment that encourages motivation, accountability, and continuous improvement among team members.

Skills

Document Management Communication Management Customer Service Team Supervision Conflict Resolution Complaint Tracking Report Preparation Stakeholder Management Time Management

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Islamabad, Pakistan

Gender:

Male

Minimum Experience:

4 Years

Apply Before:

Oct 13, 2026

Posting Date:

Sep 12, 2026

Bahria Enclave.

· 1001-1500 employees - Islamabad

Bahria Enclave has been shaping landscapes and lives in Pakistan since the company’s inception in 2013. Not just about building homes, Bahria Enclave develops value-added, master-planned communities housing thousands of families who are enjoying a complete living experience. Bahria Enclaves 1500 employees are delivering iconic developments, driving leadership, pioneering innovation and creating a legacy for generations to come. Bahria Enclave is a project of Bahria Town in the city of Islamabad. Bahria Town aspires to be the greatest Pakistani real estate developer of all times, with projects offered to an eclectic mix of segments, at choice locations with world-class amenities, while ensuring the highest international standards, timely delivery and lifelong customer satisfaction.