PURPOSE OF ROLE:
The Client Services Manager is responsible for building and maintaining strong, long-term client relationships while ensuring the delivery of high-quality services that exceed client expectations.
This role acts as the primary point of contact for clients, proactively addressing their needs, resolving issues, and identifying opportunities to enhance service delivery and drive client satisfaction, retention, and growth. As well as managing the Property Support Assistants, you will be responsible for delivering a seamless execution of services and continuous improvement in line with organisational goals.
MAIN DUTIES AND RESPONSIBILITIES:
Administrative support: Support valuers with administration tasks relating to property appraisals, sending out terms and conditions and handling pre and post auction correspondence. Be responsible for monitoring email inboxes and dealing with enquiries via telephone and email. Liaise with external agencies to prepare legal packs and complete contracts.
Process Management: Develop, document, and improve operational processes to increase efficiency and scalability. Provide training to support staff and enforce our high standards.
Project Coordination: Oversee cross-functional projects, ensuring deliverables are completed on time and within budget.
Performance Tracking: Establish KPIs and dashboards to monitor business performance and identify areas for improvement. Act as a champion of our CRM system.
Team Leadership: Support members of the support team in goal setting, workflow management, and interdepartmental communication. Help to maintain morale, with a positive problem-solving mindset.
Compliance & Risk: Ensure company operations comply with legal, safety, and regulatory requirements, in particular completion of AML checks for purchasers and vendors.
Culture & Communication: Promote a collaborative and accountable work environment by improving internal communication and operational transparency. Champion the company through social media and word of mouth.
In addition to the duties and responsibilities outlined, you must be prepared to undertake additional duties which may result from changing circumstances, but which may not change the general character or level of responsibility to the post.
You will be subject to annual performance reviews which will incorporate a review of these duties and performance over the year.
OUR VISION AND VALUES
Creating personal freedom and improving lives through the medium of real estate is the purpose that drives us every day. To achieve this, we are guided by a set of core values that each member of our team consistently demonstrates:
Clear & Transparent
We communicate openly and honestly – no jargon, no hidden details. Clarity guides every action we take.
A Growth Mindset
We embrace learning, innovation and continuous improvement so we can keep growing – individually and as an organisation.
Delivering Promises
We honour our commitments to build trust, long-lasting relationships, and confidence in the services we provide.
Teamwork
We promote an environment in which all voices are heard and respected. We work together as one team to achieve success.
Requirements
- 4-5 years in a similar role is essential.
- Excellent literary skills
- Experience of leading a team
- A confident and professional phone manner.
- Effective time management skills.
- Excellent customer service skills.
Office based
Working hours: 9am to 5.30pm
Benefits
Competitive salary
Free car parking
Regular funded social events
Health insurance
24 days annual leave, increasing with length of service
Christmas shutdown
NEST pension