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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 AGMs for portfolio sites
* Support colleagues with owners meetings where appropriate
* Manage a complex, high-value portfolio of properties
* Instruct and monitor both reactive and proactive repairs
* Manage and coordinate the customer insurance claims process
* Conduct regular property visits
* Ensure customer records are kept accurately and up to date
KPI’s:
* Customer satisfaction (complaints %, survey/interview results)
* Customer response times (% delivery vs target)
* Contractor attendance metrics
Specific skills, capabilities & requirements:
* Full, clean UK driving license
* Comprehensive understanding of property management legislative requirements
* Experience managing a complex, high-value property portfolio
* Works well under pressure
* Ability to produce, interpret, and present business data metrics
* Demonstrates leadership potential
* Experience in a customer service role
* Works well as part of a team
* Ability to work towards targets
* Minimum 3 years’ property factoring industry experience
Benefits include:
* Fully paid staff lunch once a month
* Free breakfast roll every Friday
* Kitchen stocked with essentials
* In-house coffee machine
* Free sanitary products
* Four back vouchers per year
* Extra 15 minutes for lunch when weather permits
* Annual birthday leave
* Early finish and free breakfast roll on certain Bank Holidays
* Employee loan scheme
* Group Life Insurance
* Annual profit-sharing bonus
* All expenses paid Summer & Christmas nights out
* Additional festive leave
* Enhanced parental leave
* Salary Sacrifice Pension Scheme
* Hybrid working after probation
* Group challenges with prizes
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