Property Operations Manager

3 weeks ago

Reading, United Kingdom Courtman and Co Full time
Company Overview: Courtman & Co is a 3rd generation family Property Management & Consultancy Firm.  We are the leading specialists in the South of the UK in the niche market of Lock-Up Garage blocks for self-storage & parking.  We provide a complete package to landlords including rent collection, lettings and maintenance.  We operate throughout London and the south of England.  Whilst we are a small team, we have experienced continued growth year-on-year recently, and have ambitious expansion plans for the business We are proactive and treat our clients’ properties as our own in the way we manage and maintain them, maximising the return on investment and enhancing the long-term capital value. The Role: Due to the growth of the company, we are looking for a Property Operations Manager to join our team, reporting to the Managing Director. You will take responsibility for the efficient management of our portfolio, overseeing the Lettings/Customer Service Function and maintenance operations to ensure optimum financial performance and customer satisfaction.  The Operations Manager will also be responsible for overseeing contractors, maintaining high standards of service delivery, and meeting key performance indicators (KPIs) set by the company.  You will work with the Managing Director and Commercial Director to set company policies and develop or improve processes to improve the efficiency of the business, and service we provide to our clients.   Key Duties/Responsibilities:Lettings Management:

  • Successfully maintain portfolio occupancy KPIs by overseeing the lettings/customer service team members in marketing and advertising the Garages, minimizing voids
  • Monitor market rental price trends and adjust pricing strategy as required to maximize occupancy rate and rental return. 
  • Ensure timely rent collection, and work with the accounts team to address any arrears/payment issues promptly

Customer Service Management:

  • Oversee and maintain a high standard of customer service to enhance tenant satisfaction and minimize complaints.  
  • Develop and manage KPIs for the customer service team such as a NPS score
  • Investigate and resolve tenant complaints/issues
  • Implement team training/development to continuously improve our service delivery
  • Ensure sufficient staff resources, as necessary recruit team members and facilitate training/onboarding
  • Put forward suggestions to improve customer experience and service

Maintenance/Contractor Management:

  • Overseeing maintenance to the sites we manage, arranging and coordinating repairs with contractors (within an agreed threshold), and approving their invoices for payment.
  • Organizing and carrying out periodic inspections and site visits, to check vacant units, inspect/sign-off works and investigate issues.
  • Health & Safety coordination and Compliance including for contractors, maintaining our existing SMAS SSIP accreditation
  • Obtain quotations for capital expenditure and major works, selection of contractors including ensuring they meet all minimum requirements
  • Monitor contractor performance, ensuring adherence to quality standards, service delivery and cost-effectiveness

Performance Monitoring & Reporting:

  • Establish and track key success factors/KPI’s in each area relating to occupancy rates, revenue, maintenance efficiency and customer satisfaction
  • Staff reviews and appraisals for those in your departments
  • Analyze data and trends to identify areas for improvement and develop strategies to improve effectiveness
  • Prepare reports and presentations to Directors, with performance metrics, challenges and recommendations

Requirements/ Experience Required:
  • Property Industry: 5 years+ 
  • Building/Repairs/Maintenance: 5 years+ 
  • Contract Management 2 Years + 
  • Full Driving License 
  • Understanding of Workplace Health & Safety 
  • Proficient with Microsoft Applications i.e. Outlook, word etc 

Qualities:
  • Values-driven, enthusiastic and focused on delivering excellence for our clients
  • Trustworthy, dependable and flexible with a co-operative positive attitude
  • A great problem solver
  • A client-focussed individual who leads from the front, motivates and inspires teams to deliver brilliantly
  • Ability to lead others, and experience in managing a team’s performance
  • Good communication skills
  • Able to remain calm under pressure
  • Able to demonstrate organization and multi-tasking – with attention to detail.

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