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Head of Property Operations

2 months ago

Leeds, Leeds, United Kingdom Anthem Management Full time
Job Description

Role Overview

We are seeking a highly skilled and experienced professional to lead our Property Support team as the Head of Property Operations. This is a critical role that will play a key part in ensuring the continued success of our block management business.

Key Responsibilities

  1. Provide leadership and guidance to the Property Support team, ensuring they have the necessary skills and knowledge to deliver exceptional customer service.
  2. Develop and implement effective processes and procedures to ensure seamless communication with clients, residents, contractors, and property managers.
  3. Work closely with the block property management teams to provide support and guidance on customer service matters.
  4. Lead regular call listening sessions to identify areas for improvement and provide training to team members.
  5. Act as a point of escalation for customer complaints and work with the team to resolve issues efficiently.
  6. Attend business review meetings and present on team performance, using business-agreed systems and metrics.
  7. Monitor and track works orders, ensuring that jobs are completed on time and to a high standard.
  8. Collaborate with the team to develop and implement processes that improve service delivery and efficiency.
  9. Collect updates from the Facilities Management Team on maintenance and contract matters.
  10. Attend regular Property Manager and department meetings to ensure effective communication and collaboration.
  11. Monitor team performance against Key Performance Indicators (KPIs) and provide regular feedback and coaching to team members.
  12. Participate in or conduct annual performance appraisals for team members.
  13. Identify training needs and work with the Talent team to arrange training and development opportunities.
  14. Provide support services to newly onboarded sites to ensure a positive customer service approach from the outset.

Requirements

  1. Proven experience in block property management or managing a call centre, with a strong track record of delivering exceptional customer service.
  2. Experience of leading a team and directing, encouraging, and managing team members to maximise team performance.
  3. Passionate about customer service, with previous experience in a fast-paced environment.
  4. Experience of monitoring policies and procedures, with a strong impact on productivity, efficiency, client, and staff satisfaction.

Skills and Qualifications

  1. Proven experience of leading a service-driven contact centre operation, with experience of managing an operation through periods of significant growth or change.
  2. Excellent time management and organisational skills.
  3. Self-motivated, flexible, and enthusiastic, with the ability to take initiative.
  4. Strong proficiency with Microsoft Excel, PowerPoint, and Word.
  5. Educated to bachelor's degree.

About Anthem Management

Anthem Management is a leading block property management company, dedicated to providing exceptional customer service to our clients and residents. We are committed to delivering high-quality services and building strong relationships with our stakeholders.