Overview
Pear Recruitment - Operations Manager
Location - Cheshunt
Salary - £45,000 OTE £55,000 - £80,000
Hours - Mon - Fri 8:45am - 6:00pm
Full licence and own Car required
As our client expands, they are looking for a vibrant person to join their team as Operations Manager. This is a full-time role, working Monday to Friday 08.45 -18:00 based in their Cheshunt branch. This is a great opportunity for someone with all round Property experience looking to become an integral part of this great team.
Responsibilities
* Operational Oversight: Oversee daily operational workflows across the different departments in the business.
* Ensure consistency in processes, systems usage, and service delivery.
* Identify inefficiencies and implement improved ways of working.
* Act as the central point for operational coordination across departments.
* Performance & Reporting: Track and report on KPIs (revenue, pipeline, conversions, voids, arrears).
* Build and maintain dashboards and performance reports.
* Provide insight and recommendations to senior leadership.
* Highlight risks and opportunities based on data trends.
* Process & Systems Management: Ensure accurate data input and system compliance across teams.
* Implement automation and streamline workflows.
* Manage relationships with Protech providers and system suppliers.
* Compliance & Risk: Ensure the business adheres to UK lettings and sales regulations.
* Oversee internal audits and file checks.
* Maintain up-to-date knowledge of legislation (Right to Rent, AML, deposit protection, GDPR).
* Support resolution of escalated compliance issues.
* Customer Journey & Experience: Map and improve the end-to-end customer journey (landlord, tenant, buyer, vendor).
* Identify service gaps and implement improvements.
* Monitor complaints, reviews, and feedback trends.
* Ensure smooth inter-department handovers.
* Financial & Commercial Support: Support budgeting and forecasting processes.
* Analyse profitability across departments and services.
* Identify opportunities to increase revenue (fees, ancillary services).
* Monitor cost efficiencies and operational spend.
* Key KPIs: Accuracy and timeliness of reporting; pipeline visibility and conversion improvement; reduction in void periods and arrears; compliance audit results; process efficiency improvements; customer satisfaction / complaint reduction.
Skills & Experience Required
* Strong background in estate agency (lettings, property management, or sales).
* Proven operational/process improvement experience.
* Strong analytical and reporting skills.
* Deep understanding of UK property legislation.
* Experience with property CRM systems.
* Highly organised with strong attention to detail.
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