Senior Property Manager
2 days ago
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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