Head of Client Management

1 month ago

Bedfordshire, United Kingdom Emeria UK Full time
Job role: Head of Client Management - Service Charge Accounting

Location:
Luton, Bedfordshire

Hours: Monday to Friday 9am-5pm

Salary:
Competitive Salary and benefits package

The job role

As Head of Client Management, you will contribute to our vision of being the UK's leading property manager by:
  • Serving as the primary point of contact for key London clients, building and maintaining strong, long-lasting relationships.
  • Understanding clients' business needs and objectives, providing tailored solutions to enhance their service experience.
  • Conducting regular client meetings to review service performance, address concerns, and identify opportunities for improvement. This role reports to the Director of Service Charge Accounting. Main Responsibilities
    • Oversee the service charge accounting relationship for clients in the London area, ensuring accuracy and compliance with relevant regulations
    • Ensure the timely delivery of reports and resolutions of client queries
    • Monitor client accounts to ensure all financial activities are accurately recorded and reported
    • Effectively communicate complex accounting information to clients in a clear and understandable manner
    • Prepare and present detailed reports on account status, service performance, and financial summaries
    • Act as a liaison between clients and internal teams facilitating the smooth and efficient sharing of information
    • Proactively identify and resolve issues that may impact client satisfaction
    • Develop and implement strategies to address client concerns and improve service delivery
    • Provide expert advice and support to clients on service charge accounting matters
    • Develop robust strategies to enhance client retention and satisfaction
    • Identify opportunities to expand service offerings to existing clients. Assist in the onboarding of new clients, ensuring a seamless transition and understanding of our services. About You You will hold a professional accounting qualification and have experience in client relationship management within the service charge accounting or property management industry. This would have given you a sound understanding of service charge accounting principles and regulations. You will need to be an excellent communicator; articulate both in writing and verbally, you should be confident conveying complex information clearly. You will posess exceptional organisational skills with the ability to manage multiple priorities and deadlines.
      You will have outstanding IT skills and keep yourself up to date with new technology. You will have strong finance systems knowledge, and be confident in learning and working with new systems. Experience of using QUBE is advantageous.

      You will have a natuaral ability to work independently, as part of a team, and with key stakeholders. You will have experience of developing and nurturing effective professional relationships and will have a proactive approach to client management.

      Who are we?
      FirstPort is the UK's leading property management company, caring for our customers' homes across England, Wales and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies.

      FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman.

      Why choose us?

      By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first.

      The benefits of working with us can include free parking, free fruit, discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

      We're committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse.

      What's next?

      To start your application for this role we will ask you to upload your CV and answer a few questions.

      Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. If you meet the criteria for the role, we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager.

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