Senior Property Manager

2 days ago


Glasgow Scotland, Scotland, United Kingdom Newton Property Management Ltd Full time

Role:

Reporting to an Associate Director, this position has responsibility for managing a complex/technical portfolio of customers, delivering a best-in-class customer service delivery model, whilst adhering to and contributing to the ‘Newton Way’ customer excellence charter.


Main responsibilities:

Customer experience & engagement:

  • Act as the deputy for the relevant Associate Director
  • Offer support with technical questions and daily escalated issues
  • Responsible for the delivery of the ‘Newton Way’ customer excellence charter
  • Building and maintaining relationships with both customers and contractors
  • Responsible for creating and distributing regular customer communications
  • Conduct regular owners’ meetings, in both individual and group settings
  • Plan, attend and manage evening AGM’s for portfolio sites
  • Support colleagues with owners meetings where appropriate


Portfolio management:

  • Manage a complex, high value portfolio of properties
  • Responsible for instructing and monitoring both reactive and proactive repairs
  • Manage and co-ordinate customer insurance claims process
  • Conduct regular property visits


Record keeping:

  • Ensuring customer records are kept accurately and up to date


KPI’s:

  • Customer satisfaction (complaints % and survey/interviews)
  • Customer response times (% delivery vs target)
  • Contractor attendance metrics


Specific skills, capabilities & requirements:

  • Full, clean UK driving license
  • A comprehensive working understanding of property management legislative requirements.
  • Previous experience in dealing with a complex, high value portfolio of properties.
  • Works well under pressure.
  • Ability to produce, interpret and present business data metrics.
  • Ability to demonstrate leadership potential.
  • Previous experience in a customer service-based role.
  • Strong communicator.
  • Ability to work well as part of a team.
  • Ability to work to targets.
  • Minimum 3 years’ property factoring industry experience.


Benefits:

  • Car allowance of £4,500 per annum
  • Role-specific incentives (online review, evening meetings etc).
  • 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 12.30pm 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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