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.
* Full, clean UK driving license.
Benefits:
* Car Allowance
* Fully paid staff lunch once a month
* Free breakfast roll every Friday
* Kitchen stocked with essentials
* In-house coffee machine
* Free sanitary products
* x4 hour back vouchers per year
* Extra 15 minutes for lunch when it’s warm & sunny
* Complimentary birthday off every year
* Enjoy a free breakfast roll and an early finish at 12:30pm on certain Bank Holiday weekends (where applicable)
* Employee loan scheme
* Group Life Insurance
* Annual profit-sharing bonus
* All expenses paid annual Summer & Christmas nights out
* Additional complimentary festive leave
* Enhanced parental leave
* Salary Sacrifice Pension Scheme
* Hybrid working following probation period
* Group challenges with prizes up for grabs!