Property Management Support

2 weeks ago


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

Role:

Reporting to an Associate Director, this position has responsibility for supporting a team of property managers and their portfolios with the co-ordination and management of associated administration tasks. This includes responsibility for delivering a best-in-class customer service delivery model, whilst adhering to the 'Newton Way' customer excellence charter.

Main responsibilities:

Customer Experience/Engagement:

  • Responsible for the delivery of the 'Newton Way' customer excellence charter
  • Building and maintaining relationships with both customers and contractors
  • Responsible for processing and distributing regular customer communications

Administration co-ordination:

  • Responsible for instructing and monitoring contractor maintenance tasks on behalf of property managers
  • Responsible for the management, movement and recording of property keys
  • Assist property managers with administration elements of customer insurance claims
  • Assisting with the preparation and distribution of quarterly customer invoices
  • Responsible for processing property sales

Record keeping:

  • Ensuring customer records are kept accurately and up to date
  • Monitoring and maintaining both personal and shared mailboxes

KPI's:

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

Specific skills, capabilities & requirements:

  • Previous experience in a customer service-based role
  • Strong communicator
  • Ability to work well as part of a team
  • Proficient using Office 365
  • Ability to work to targets
  • Works well under pressure
  • Previous experience using a CRM based system is preferable, but not essential

Benefits:

  • Group Life Insurance
  • Employee Loan Scheme
  • Pension Scheme, including salary sacrifice enhanced 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
  • Enhanced parental leave (maternity, paternity, adoption leave)
  • Sick Pay
  • Holiday accrual scheme
  • Bereavement leave

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