Block/property Manager
2 weeks ago
Our client seeks a high calibre Property/Block Manager for their offices in Worcester.
Job role
- Responsibility for the performance of the customer focused property management services. Provide the day to day drive to deliver best in class services in an efficient and cost effective way. The job holder will be passionate about service delivery and ensureall activity is focused on adding value. The role will involve extensive customer interactions working to continually evolve and improve clients service in line with their clients' expectations.
Particular aspects of the job will include:
- Undertake the administration and management of a portfolio of residential blocks owned by existing landlord clients and the associated tenancies
- The effective delivery of all operational and business processes so as to ensure a safe, personal and professional management service.
- Building relationships with clients and customers through regular correspondence and updates
- Implementation of efficient site-led processes
- Overseeing delivery of efficient and effective repair and maintenance requirements.
- Contractor appointment and management
- Responsibility for Health & Safety and statutory compliance
- Ownership of block financial management and reporting
- Implementation of contractual inspection regime for both blocks, to include tenanted properties as required
Key Accountabilities
Brilliant Basics
- To build and maintain strong relationships with all internal departments;
- To work together with other departments within the organisation to identify any process improvements and improve standards, efficiency and profitability;
- Ensure all associated legislation is complied with in delivering services;
- To deliver all business and client KPI's, comply with legislative requirements and maintain company standards in relation service delivey, site inspections, risk and compliance activity, supply chain management and record keeping;
- Take ownership of both day-to-day maintenance and service requirements, as well as longer term maintenance requirements in order to meet the obligations set out and to protect the client's asset.
Communication
- Ensure all customer and client communication, whatever the form, is responded to in a timely fashion and in accordance with the company's customer service standards;
- To provide appropriate form of communication, at each interaction, depending on customer preferences and the matter at hand;
- To actively communicate with colleagues internally, across all departments, to provide a joined up group-wide customer experience.
Customer Experience
- To take individual ownership of the development of an exemplary customer service culture across the portfolio, considering each interaction from the customer's perspective;
- Take ownership of the customer experience through visible and accessible property management services with personal intervention;
- Seek to continually improve the customer service delivery and ratings thereof, reviewing, responding to and learning lessons from feedback surveys, implementing change where possible & appropriate;
- Deliver effective and efficient complaint handling, with empathy and understanding;
Client Experience
- Develop robust client relationships, understanding their expectations and ensuring that services are organised to meet those expectations;
- To provide appropriate reporting and communication, including meetings if required, in line with client requirements and expectations;
- Take a longer term view of the maintenance of the client's asset and where possible seek to identify opportunities to enhance asset values;
For more information, please contact AMR on.
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