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!