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Trading since 1989, Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.
We're part of the LSL Property Services Group PLC, which includes household names Your Move and Reeds Rains as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.
We are currently recruiting for an Operations Manager to oversee our Quality Assurance Division.
Main Accountabilities
* Ensuring service levels are delivered and optimum productivity is achieved through effective time-management.
* Facilitating workload management between QAA’s and SQM’s
* Using Management Information (MI) to drive performance improvements and increase productivity and quality.
* Conducting regular case monitoring to ensure set quality standards are met and agreed processes are followed.
* Delivering feedback and providing coaching to drive excellence and ensure colleagues meet the required quality standards and productivity targets, putting support in place in a timely manner when required.
* Providing feedback and collaborating with stakeholders at all levels on matters aligned to improving quality and performance.
* Ensuring that quality checks and case monitoring is in place to guarantee compliance with policy and procedures.
* Overseeing the management of absence, probation reviews, appraisals, performance improvement plans, disciplinaries
* Embedding training and process change within the team, ensuring consistency and accuracy.
* Resolving issues at the first point of contact and encouraging the team to do so within individual limits.
* Providing feedback and collaborating with stakeholders at all levels
* Consulting with peers to highlight conflicts of interest and raise concerns relating to the role.
* Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery.
* Supporting Head of Quality on Real Time Audit Programme improvements and planning
* Work planning and organisational skills.
* Good level of attention to detail.
* Ability to work under own guidance and plan own time.
* Ability to challenge processes where improvement has been identified.
* PC literate (including Microsoft Excel, Word & Outlook) -Additional training can be provided.
Preferred
* Knowledge of Lender Client Requirements. – Training will be provided
* Basic knowledge of Surveyor Inspections and requirements. - Training will be provided
* Basic understanding of mortgage valuation process – training will be provided.
Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate (. evenings, weekend, Bank Holiday working).
Apply
If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Loren Worrall on 07800705566 or – alternatively apply with your CV and covering letter for a quick response.
LSL Property Services are dedicated to protecting your data – our Recruitment Privacy Notice can be viewed
PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we'll be happy to explain the process
is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.
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