Job Description

• Management of day to day property management service needs and customer enquiries across all of our communication channels in a professional and courteous manner, delivering a great experience to our customers.
• Effectively manage contractors and the instruction of planned and reactive works, ensuring all appropriate and accurate information is passed to contractors. Contractor follow up conducted to ensure the works are completed to a high standard.
• Effective management and communication with on site staff.
• Via the Property Manager, effectively manage invoices and upload onto the system in a timely manner to support the accounts team in making payments.
• Ensure all properties are 100% compliant to current Health & Safety regulations including, but not limited to, effective management of FRA, EICR, LOLER etc.
• Control all expenditure in line with the Service Charge Budget.
• Arrange and attend property visits in line with business KPIs and produce professional and accurate reports for directors on a quarterly basis.
• Arrange, attend and facilitate Annual General Meetings / Resident Meetings for each Management Company, and encourage your Property Manager to attend at least one AGM per year.
• Delivery of business SLAs and KPIs.
• To be the champion of customer service delivering an unrivalled level of service to all customers and clients, therefore reducing customer complaints.
• Efficiently and effectively manage all customer complaints through to completion in line with company guidelines.
• Deliver weekly team meetings ensuring all relevant information is delivered to the team.
• Complete monthly one to one meetings with your Property Manager and Accounts Assistant, accompanied by a formal annual appraisal.

Required Knowledge, Skills, and Abilities

• Minimum of 12 months experience working in a similar role within the block management industry. • A proven track record of delivering exceptional customer service is essential. • Numerate and attention to detail is essential. • Experience of effectively managing a team is essential. • Ability to use Microsoft packages including Outlook, Teams, Word and Excel to a high standard. Experience of Qube would be an advantage. • Working towards professional IRPM qualification within 12 months of joining the business. • Ability to compile, understand, manage and deliver expenditure in line with Service Charge Budgets. • Firm understanding of Health & Safety requirements which can affect the business within the management of communal buildings. • Ability to prioritise workload and consistently deliver against tight deadlines. • Customer focused with the ability to adapt to differing personality types.