Associate Director

**Role**:
Reporting to the Head of Property Management, this position has responsibility for leading and motivating a team of property managers (factoring) to deliver a best-in-class customer service delivery model. This includes responsibility for the delivery and management of the ‘Newton Way’ customer excellence charter, and the delivery of team coaching, development, and training, ensuring our People have the relevant skills to effectively deliver our approved processes.

The role does not involve managing a portfolio and is fully focused on driving customer experience in these offices, managing a team through coaching and development.

**Main responsibilities**:
1. Customer Experience / Engagement:

- Act in an advisory capacity with the Head of Property Management on the creation and
- delivery of the ‘Newton Way’ customer excellence charter
- Act in an advisory capacity with the Technical Services Department on the creation of procedures
- Assess and identify opportunities for continuous improvement initiatives, which deliver improved customer experience and satisfaction
- First point of escalation for customer complaints
- Attending owners meetings/AGMs with property managers to ensure we are meeting expectations.

2. Team Leadership and Management:

- Provide a team of property managers with direction, advice, coaching and feedback
- Recruitment support for functional team members
- Develop role profiles for each functional team member, in line with NPM HR policy
- Implement the NPM interim and annual objective setting
- Implement the NPM interim and annual performance review meetings for the team
- Develop and implement training plans to maximise team performance
- Implement regular cross-departmental internal communications
- Deliver regular team meetings
- Ensure profitability across the team

3. Coaching & Development:

- Deliver the ‘Newton Way’ syllabus to the team
- Maintain a coaching culture across the property managers
- Identify, nurture and develop talent across the team

4. KPI's:

- Customer retention (monthly target)
- Customer satisfaction (complaints % and survey/interviews)
- Direct report delivery of annual performance objectives (% delivery vs targets)
- Team retention (% delivery vs targets)
- Revenue vs cost

**Specific skills, capabilities & requirements**:

- Minimum 5 years’ property factoring industry experience
- Ability to demonstrate leadership potential
- Ability to set and manage targets - both personally and for direct reports
- Strong communicator
- Ability to demonstrate an analytical and solution-focused approach to business challenges
- A comprehensive working understanding of property management legislative requirements
- A sound commercial outlook, with the ability to interpret data and make fact
- based decisions/recommendations
- Full, clean UK driving license

**Rewards & perks**:

- Pension scheme
- Annual bonus
- Employee loan scheme
- Car allowance (£4,500 per annum)
- Complimentary birthday off each year
- Additional complimentary festive leave
- 3 'hour back' vouchers per year
- All expenses paid Summer & Christmas nights out
- Early finish on a Friday
- Group Life Insurance
- Extra 15 minutes for lunch when it's warm & sunny
- Monthly fully paid staff lunch
- Kitchen stocked with essentials to help yourself to
- Group challenges with prizes up for grabs
- Free staff parking

and many more

**Job Types**: Full-time, Permanent

**Salary**: £42,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Property Management: 5 years (required)
- Customer service: 4 years (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Reference ID: Associate Director (North Offices)