Portfolio Service Manager

1 day ago


Glasgow, Glasgow City, United Kingdom Newton Property Management Ltd Full time
Job Title

A customer service portfolio manager role has become available at Newton Property Management Ltd, reporting directly to an Associate Director. The position is responsible for delivering exceptional customer service while adhering to the 'Newton Way' customer excellence charter.

Main Responsibilities:
  • Customer Experience & Engagement:
    • Delivery of the 'Newton Way' customer excellence charter.
    • Building and maintaining relationships with customers and contractors.
    • Creating and distributing regular customer communications.
    • Conducting regular owners' meetings, both individually and in groups.
    • Planning, attending, and managing evening AGMs for portfolio sites.
  • Portfolio Management:
    • Instructing and monitoring reactive and proactive repairs.
    • Managing and coordinating customer insurance claims process.
    • Conducting regular property visits.
  • Record Keeping:
    • Maintaining accurate and up-to-date customer records.
  • KPIs:
    • Customer satisfaction (complaints % and survey/interviews).
    • Customer response times (% delivery vs target).
Key Skills and Requirements:
  • Full UK driving license.
  • Previous experience in a customer service-based role, preferably in factoring, lettings, or facilities management.
  • Strong communication skills.
  • Ability to work effectively as part of a team.
  • Proficient in Office 365.
  • Ability to meet targets.
  • Works well under pressure.
  • Previous experience using a CRM-based system is preferable but not essential.
Benefits Package:
  • $33,000 per annum car allowance.
  • Role-specific incentives.
  • Group Life Insurance.
  • Employee Loan Scheme.
  • Pension Scheme.
  • Annual profit-sharing bonus.
  • Fully paid staff lunch once a month.
  • Hour back vouchers.
  • Extra 15 minutes for lunch when it's warm and sunny.
  • Complimentary birthday off.
  • Free breakfast roll and 12:30 PM finish on Bank Holiday weekends.
  • In-house coffee machine.
  • Additional complimentary festive leave.
  • Hybrid working available after passing probation period.
  • Group challenges throughout the year with prizes up for grabs.


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