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Executive Assistant at Newton Property Management Ltd
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 AGMs for portfolio sites
* Support colleagues with owners meetings where appropriate
* Manage a complex, high value portfolio of properties
* Responsible for instructing and monitoring both reactive and proactive repairs
* Manage and coordinate customer insurance claims process
* Conduct regular property visits
* Ensure 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
* Ability to work well as part of a team
* Ability to work to targets
* Minimum 3 years’ property factoring industry experience
Benefits include fully paid staff lunch once a month, free breakfast every Friday, in-house amenities, employee schemes, bonuses, and more.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service, Project Management, Other
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Locations include Inverurie, Scotland, and surrounding areas.
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