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- Tasks: Lead the Block Management team, resolving complaints and enhancing customer service.
- Company: KFH is London's largest independent property services group with over 60 branches.
- Benefits: Enjoy seasonal social events, awards ceremonies, and discounts on various services.
- Why this job: Join a collaborative culture focused on exceptional service and continuous improvement.
- Qualifications: Experience in block management and outstanding communication skills are essential.
- Other info: Participate in charity events and contribute to a diverse, inclusive workplace.
The predicted salary is between 43200 - 72000 £ per year.
At KFH we are looking for an Operations Manager to join our Block Management team in Wimbledon.
Do you have extensive knowledge of block management regulations, processes and procedures?
Are you experienced in giving advice to colleagues and briefing solicitors along with other legal advisors, using your knowledge of contract law and civil claim processes? Do you have experience in forming and developing great relationships with customers and colleagues? We’re looking for an individual that can collaborate with others, share their knowledge and skills. At KFH we are continuously looking for opportunities to improve and are looking for an operations manager to bring new thinking and embrace our legacy.
At KFH, with over 60 branches across the capital we are London’s largest independent property services groups, and we are growing! As one of London’s leading property services groups we offer a range of property services including block management, commercial, residential, and financial services. We manage over 15,000 residential and commercial units in different mixed-use schemes across 130 locations in London, with a combined portfolio worth £10 billion. In addition to this, we have one of the largest teams of qualified chartered surveyors and valuers in London and provide a whole range of services for corporate and private clients. Our employees are at the heart of our business and help to drive our success by supporting each other and providing exceptional service with care in order to achieve the right results with integrity. We pride ourselves on working in collaboration and valuing experience as well as encouraging new thinking.
You will report into our Block Management Director.
Responsibilities of an operations manager include:
- Work closely with the Group Client Liaison department regarding any complaints or feedback relating to the Block Management division
- Responsible for overseeing the block management complaints handling procedure and ensure all complaints are resolved within the agreed timeframes
- Support the team with minor complaints handling, guiding them on best practice customer service and ensuring satisfactory resolution
- Provide complaint summary to the Property Redress Scheme, with the support of the Group Client Liaison Team, and liaise with them in respect of referred matters
- Responsible for enquiries and contact with the Information Commissioners Office relating to block management data matters
- Develop relationships with team members across the division to introduce best practice in terms of processes and customer service
- Identify training needs across the department as a result of process issues, customer feedback or complaints
- Provide group and one to one training where needs are identified
At KFH we are looking for an operations manager with solid experience of working within the Block Management, an individual that offers outstanding communication, and someone who is passionate about delivering excellent customer service to all of our clients whilst achieving the right results and enhancing our reputation.
Each year we celebrate success by hosting a companywide Awards Ceremony, also we have many seasonal social events throughout the year. We also have regular involvement with our chosen London-based charity, London Youth. Activities vary from cake sales to Tough Mudder to marathons and we encourage our employees to participate. We pride ourselves in fantastic customer service, exceptional communication and delivering the right results.
KFH is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees.
Click here to see all our company benefits, including additional earning potential and discounts.
KFH. People. We get it.
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Block Management - Operations Manager employer: Kinleigh Folkard & Hayward
Contact Detail:
Kinleigh Folkard & Hayward Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Block Management - Operations Manager
✨Tip Number 1
Familiarise yourself with block management regulations and processes. Understanding the legal framework will not only boost your confidence during interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the block management sector. Attend industry events or join relevant online forums to connect with others who can provide insights and potentially refer you to opportunities at KFH.
✨Tip Number 3
Prepare to discuss your experience in handling complaints and customer service scenarios. Be ready to share specific examples that highlight your problem-solving skills and ability to maintain strong relationships.
✨Tip Number 4
Research KFH’s values and recent initiatives. Showing that you align with their commitment to exceptional service and community involvement can set you apart as a candidate who truly fits their culture.
We think you need these skills to ace Block Management - Operations Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of an Operations Manager in Block Management. Familiarise yourself with block management regulations and processes to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in block management, particularly your knowledge of contract law and civil claim processes. Provide specific examples of how you've successfully handled complaints and improved customer service.
Showcase Communication Skills: Since the role requires excellent communication skills, include examples of how you've effectively collaborated with colleagues and clients. Mention any training or mentoring you've provided to demonstrate your ability to share knowledge.
Tailor Your Application: Customise your application to reflect KFH's values and culture. Mention your passion for delivering exceptional customer service and your commitment to continuous improvement, aligning your goals with those of the company.
How to prepare for a job interview at Kinleigh Folkard & Hayward
✨Know Your Block Management Regulations
Make sure you brush up on the latest block management regulations, processes, and procedures. Being able to discuss these confidently will show that you are well-prepared and knowledgeable about the industry.
✨Demonstrate Your Communication Skills
Since the role requires excellent communication, be ready to provide examples of how you've effectively communicated with colleagues, clients, and legal advisors in the past. This will highlight your ability to build relationships and resolve issues.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully handled complaints or feedback. Highlight your approach to resolving issues and how you ensured customer satisfaction, as this is crucial for the Operations Manager role.
✨Emphasise Team Collaboration
KFH values collaboration, so be prepared to talk about how you've worked with teams in the past. Share examples of how you've introduced best practices or provided training to improve team performance and customer service.
