Behind the Berkeley Experience: Trust and Client Relations with Robert Macias, Head Of International Client Relations – Berkeley Capital

At Berkeley Group, Customer Care is Our Heartbeat

Customer service at Berkeley Group isn't just a priority—it’s the essence of what drives us. We are proud to introduce Robert Macias, our Head of Customer Relations, who brings a unique perspective shaped by an unexpected journey from the football field to the real estate industry. With over ten years at Kent Estate Agencies and a commitment rooted in family values, Robert embodies our philosophy of trust, adaptability, and genuine care.

We had the pleasure of speaking with Robert to delve into his story and learn how his diverse experiences have contributed to Berkeley Group’s dedication to going above and beyond in every client interaction.

Join us as we explore Robert’s insights on global real estate investments and discover the passion that fuels his unwavering commitment to building meaningful, long-lasting relationships.

A Conversation with Robert Macias

Welcome, Robert, and thank you for joining us for these quick 10 questions!

1. Can you share your journey with Berkeley Group and tell us about your role?

I joined Berkeley Group in 2012 as a Customer Relations Manager, bringing not just a passion for the property industry but also skills in leadership and teamwork from my time in both real estate and coaching. Before joining Berkeley, I spent over a decade at Kent Estate Agencies and began my career as a football coach. While the transition may seem unconventional, both roles taught me the importance of strategy, patience, and adaptability—qualities that are just as crucial in real estate.

In 2017, I stepped into the role of Head of Customer Relations, where I’ve focused on ensuring our developments meet the highest standards and every client's experience with Berkeley Group is more than just a transaction—it’s transformative. I strive to ensure that clients feel they are entering into a supportive relationship with us, every step of the way.

2. How has your experience as a football coach influenced your approach to customer service?

Coaching instilled in me a deep sense of empathy and foresight, which have proven invaluable in real estate. Just like on the field, it’s about anticipating needs, navigating challenges, and keeping everyone aligned toward a shared goal. In customer service, those same principles apply; whether I’m working with clients or coordinating with developers, I lead with purpose and aim to keep communication clear and focused on delivering the best possible outcomes.

Both coaching and customer service center around building trust and delivering results. My approach, whether on the field or in the meeting room, is always grounded in understanding and addressing each individual’s unique needs.

Robert with Osvaldo Ardiles, Tottenham Hotspur legend Ozzie, at the Berkeley Foundation dinner

Robert at a Shanghai Event earlier this year

Robert presenting at Berkeley Singapore

3. Berkeley Group is known for its customer-first approach. How do you ensure this is evident in every interaction?

It all starts with listening. Understanding each client’s needs from the very first conversation is crucial. Whether it’s providing timely updates, coordinating across time zones, or answering questions about legal processes, we make sure clients feel supported every step of the way.

Our commitment doesn’t end with the sale. We build long-term relationships that extend far beyond handing over the keys. It’s about being there for our clients, always.

4. How do you tailor your services to meet the unique needs of International buyers?

International buyers face specific challenges, from navigating different legal systems to coordinating logistics across time zones. We recognize these challenges and address them by offering resources like detailed virtual tours and partnerships with trusted mortgage brokers and legal experts, ensuring our clients have everything they need to make informed decisions.

We’re committed to providing a seamless experience, no matter where our clients are in the world.

5. Can you walk us through the typical journey for an buyer purchasing a property from Berkeley Group?

It often starts with an introduction—either directly or through one of our agents. From there, we spend time understanding the buyer’s goals and preferences, so we can guide them to the right development. We help them navigate the legal and financial processes, providing regular updates throughout construction.

For clients who can’t visit the site in person, we offer virtual tours, and we’re always available to answer any questions. When it’s time to hand over the keys, we ensure the transition is as smooth as possible, regardless of distance.

6. What ongoing support does Berkeley Group offer after the purchase?

Our service doesn’t end with the sale. We provide a two-year warranty on new homes, followed by an eight-year warranty from a third party. Every buyer is assigned a dedicated customer care manager, who is their go-to person for any post-purchase concerns. We’re committed to addressing any issues quickly and ensuring peace of mind throughout the entire ownership journey.

7. How important is it to maintain relationships with buyers after the sale?

It’s essential. Many of our clients become repeat buyers or recommend us to friends and family. By maintaining strong relationships, we build trust that lasts. For international buyers especially, that long-term relationship is crucial—they want to know that we’re here for them, not just during the sale, but for years to come.

8. What has been the most rewarding part of working with clients?

It’s definitely the relationships we build. Many of our clients trust us implicitly, and helping them find the right property, sometimes across continents, is incredibly fulfilling. Some have gone on to invest in multiple properties with us, which speaks volumes about the trust they place in Berkeley Group.

9. How do you see Berkeley Group’s customer service evolving in the next few years?

Technology will play a bigger role, but the personal touch will always remain at the heart of what we do. We’re excited about new virtual tools, like immersive virtual reality tours, that can enhance the client experience. However, it’s the human connection that sets Berkeley apart, and that will never change.

10. What advice would you give to international buyers considering a Berkeley Group property for the first time?

My advice would be to get in early, especially during the initial phases of a development. Berkeley Group is known for delivering quality, and early buyers often benefit from significant capital growth. Trust the process, trust the brand, and know that you’re in excellent hands.

Looking Forward with Berkeley Group

Robert’s journey reflects Berkeley Group’s dedication to exceptional service, where clients become part of a family rather than just making a property purchase. From the football field to leading customer relations, his path embodies our ethos of building trust, exceeding expectations, and nurturing lasting connections across the globe.