Description
Our client is looking for an organised, client focused, strategic individual with excellent communication skills and attention to detail. This role will involve managing the operational efficiency across all business processes related to property management and lettings. Customer care standards will also be a focus, identifying are any area for improvement and implementing new robust processes to drive business performance and compliance.
Reporting to the Managing Director, some of the duties and responsibilities of this role will include:
- Data Integrity, Accuracy and Reporting - Ensure all property, client, and transaction data in the company’s software systems and management platforms is accurate, complete, and regularly updated.
- KPI Monitoring and Reporting - Create, monitor, and analyse property and block management KPIs, including occupancy rates, arrears, sales, customer satisfaction, maintenance response times, and compliance checks.
- Quality Assurance and Process Management - Conduct routine audits of workflows, client communications, and operational processes to identify areas for improvement. Also ensure all processes meet legal and regulatory requirements, as well as internal standards.
- Customer Care Standards - Review customer interactions from call monitoring, assess communication quality and provide constructive feedback and training. Develop customer satisfaction surveys and serve as the primary point of contact for formal complaints, ensuring they are logged, investigated, and resolved in line with company policies.
- Compliance Monitoring - Ensure processes and procedures comply with industry regulations and internal policies.
- Training and Development - Develop training programs to improve staff knowledge on compliance, and customer service. Deliver training sessions and create documentation and training materials to support staff development and operational efficiency.
- Performance Improvement - Collaborate with team leaders/managers to streamline processes and improve team performance.
This is a busy and challenging role, and the ideal candidate will have property management experience working in a similar role. You must have excellent organisational skills, communication skills and relationship management. This is a fast-paced role and you must be able to deal with high pressure situations in a professional manner as no two days will be the same!
Our client is offering a basic salary of up to £45,000.
Other benefits include:
- 25 days holiday plus bank holiday
- An additional day off for your birthday
- Pension scheme
- Medical Cash Plan
- Death in Service
- Employee Assistance Program
This is a fantastic opportunity not to be missed. Please send your CV to Stephanie Jones to be considered for the role.
Clifton Gray is a specialist property recruitment company. We specialise in placing property professionals within architecture, residential property, and commercial property, from entry level through to senior appointments.
If you are currently working within the property sector, and you would like to hear more about how Clifton Gray can guide you through your next career move, please get in touch.