What you'll do:

In all areas, you will need to ensure that company policies and procedures are consistently applied to the required standards. You will support the Estate Managers and General Manager across a portfolio of properties to deliver the following outcomes:

Outcome 1: Provide excellent customer service to achieve customer satisfaction

• Excellent Communication Practices:
  • Provide frontline communication (telephone, email and correspondence) with leaseholders.
  • Respond quickly to customer contact in an appropriate way (following company standards/protocols - not always by email) and always with a professional and helpful manner. Take accountability by following up and seeing things through to the end.
  • Generate and send ad-hoc correspondence as required. This may involve letter writing/typing, mail merging and mass mailings to residents, leaseholders and tenants.
• Client Relationships: Maintain excellent relationships, especially with Client Directors and contractors.
• Issue Resolution: Resolve any problems/complaints from residents, tenants and lessees effectively and diplomatically.

Outcome 2: Ensure our systems are correctly maintained & our processes are followed

• Data Management: Ensure our database is kept fully up-to-date at all times. Manage hard and soft copy data (including e-mails), ensuring all files are scanned, tagged, up-to-date and filed appropriately in Qube (our property management software system).
• Online Portal: Ensure the online portal is kept up-to-date with relevant and accurate information.

Outcome 3: The key milestones & KPIs are achieved

• Milestone Management: Ensure the planned cyclical tasks are accomplished on-time (within the specified timescales).
• KPI achievement: Monitor and achieve Key Performance Indicator targets (eg. Avg time for completion of reactive works).

Outcome 4: The maintenance of our estates is effectively managed

Reactive Works: Handle reported maintenance issues in a timely and effective manner (following internal procedures), communicating with affected parties throughout the process.

Contractor Management: Source quotes and place orders with contractors to carry out works. Works orders need to be thoroughly briefed and followed through to resolution.

Insurance Claims: Ensure all insurance claims are handled promptly and reconciled appropriately.

Health & Safety: Ensure that health & safety legislation, policies and recommendations are adhered to at all times.

Outcome 5: The financial aspects of our estates are effectively managed

Expenditure Control: Generate purchase orders for works associated with the service charge. Ensure the correct coding is applied to each order and the cost does not exceed budget.

Reports: Generate reports as required.

What you'll bring:

You’ll help make us brilliant by having:

Qualifications

• A good standard of education is essential.
• A property qualification (eg. IRPM Part 1) would be desirable but is not essential.

Experience

• Customer relationship management: Previous ‘frontline’ contact with customers is essential.
• Systems: Prior experience with software systems such as database management and ordering/invoicing is essential.
• Contractor management: Prior experience with managing contractors is highly desirable.

Skills

• Excellent time management, prioritisation and project management skills.
• Excellent communication skills: good letter writing, telephone manner and ability to brief third parties when required (eg. contractors)
• Excellent people skills: an ability to empathise and resolve issues effectively.
• Excellent computer skills: proficient in all Microsoft programmes and competent in mail merging. Knowledge of Qube would be an advantage.
• Good commercial skills: demonstrate commercial nous and a ‘value for money’ approach.

Behaviours

• Accountable: take personal responsibility for seeing things through to successful resolution.
• Thorough: attention to detail, the ability to think things through – not just follow a checklist.
• Commitment: take pride in your work and care about your/the team’s performance.
• Mature: common-sense approach. Remain calm & measured while juggling multiple projects.
• Positive: an optimistic, can-do attitude that improves team morale.