At a Glance
- Tasks: Enhance service delivery in Property Management through quality assurance and customer experience improvements.
- Company: Award-winning national property company with a focus on growth and development.
- Benefits: Competitive salary, generous holiday allowance, and ongoing professional development.
- Other info: Join a supportive team with excellent career advancement opportunities.
- Why this job: Make a real impact on customer experiences and drive continuous improvement in a dynamic environment.
- Qualifications: Experience in property management, customer experience, and strong analytical skills.
The predicted salary is between 29700 - 36300 £ per year.
Location: The Meadows, Camberley (Hybrid)
Contract Length: 9 Month Fixed Term Contract
About Us: LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary and key responsibilities: We are looking for a Service Improvement Manager to join our Property Management team on a maternity cover basis. This role will be responsible for reviewing and enhancing service delivery across the Property Management function, with a strong focus on quality assurance, customer experience and continuous improvement. Working with senior stakeholders and directors the role will use customer insight, performance data and operational reviews to identify opportunities, drive improvements and support a consistent, high-quality service for both landlords and tenants.
- Key Responsibilities:
- Quality Assurance & Service Improvement
- Conduct regular quality audits of Fixflo usage across Property Management teams, identifying opportunities to improve system adoption, workflows, compliance and overall efficiency.
- Review customer journeys from both landlord and tenant perspectives, from initial contact through to resolution, identifying opportunities to improve communication, processes and service delivery.
- Develop and maintain quality assurance frameworks to ensure service standards are consistently achieved.
- Lead service reviews to identify improvement opportunities, reduce avoidable errors, improve processes and embed best practice.
- Analyse operational processes and systems to identify opportunities for automation, efficiency improvements and enhanced customer outcomes.
- Customer Experience
- Drive initiatives that improve the landlord and tenant journey, ensuring communication is timely, transparent, professional and customer-focused.
- Analyse customer feedback from tenants and landlords to identify trends, recurring themes and opportunities for improvement.
- Review call quality and customer interactions to assess communication skills, and resolution effectiveness.
- Champion a customer-first culture across Property Management teams, promoting accountability, ownership and continuous improvement.
- Identify key customer pain points and work collaboratively with teams to implement practical solutions.
- Stakeholder Engagement & Collaboration
- Work closely with Regional Directors to align service delivery with customer expectations and business objectives.
- Communicate performance insights, customer experience trends and recommendations to key stakeholders.
- Support wider service improvement projects and change initiatives across the Property Management function.
- Reporting & Strategic Support
- Produce regular performance reporting, including SLA performance, response and resolution times, quality outcomes and customer satisfaction measures.
- Provide insight and recommendations to senior stakeholders to support decision making and continuous improvement.
- Identify opportunities to improve processes and technology solutions, including Fixflo, to enhance efficiency and customer experience.
- Monitor performance data to identify risks, opportunities and areas requiring additional focus.
What are we looking for:
- Proven experience within residential lettings, property management, customer experience, quality assurance or service improvement.
- Strong understanding of property management processes and customer journeys.
- Experience auditing performance, identifying trends and delivering meaningful improvements.
- Strong analytical skills with the ability to interpret data and translate insight into action.
- Excellent organisational skills with the ability to manage multiple priorities and projects.
- Confident using property management systems such as Reapit, Fixflo or similar platforms.
- A proactive approach with strong attention to detail and a passion for improving customer experiences.
What we can offer you:
- Proven track record for career growth and advancement within the company.
- Market leading training and ongoing professional development.
- Supportive and collaborative team environment.
Benefits:
- Competitive salary package.
- Quarterly and yearly awards.
- Salary sacrifice pension scheme.
- Generous Holiday allowance.
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.
Service Improvement Manager - Property Management in Camberley employer: LRG
Hose Rhodes Dickson, the Isle of Wight’s leading estate agency, offers a vibrant work culture that prioritises employee growth and development. With a strong commitment to professionalism and client satisfaction, employees benefit from market-leading training, generous holiday allowances, and a supportive team environment, making it an excellent place for motivated individuals to thrive in their careers. Join us in Shanklin and be part of a company that values your contributions and fosters a rewarding career in the real estate industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Improvement Manager - Property Management in Camberley
✨Get Involved in Local Property Events
Dive into local property expos and networking events! Real estate thrives on connections, so attending these events helps us meet potential employers and industry leaders, plus it's a chance to show off your enthusiasm for the field.
✨Connect with Local Agents on Social Media
Follow and engage with local real estate agents and firms on platforms like Instagram and LinkedIn. Sharing their posts and commenting with your insights can put you on their radar and might even lead to job opportunities at companies like LRG.
✨Don’t Underestimate the Power of Cold Outreach
Got your eye on a specific company like LRG? Don't hesitate to send a direct message or an email expressing your interest. Personalise your approach, maybe mentioning a recent listing or project of theirs, and it could set you apart from other candidates.
✨Utilise Property Management Platforms
Check out property management platforms and job boards tailored for the real estate sector. They often have exclusive listings, especially for full-time roles. Don't forget to visit LRG's careers page directly; we love seeing passionate candidates applying through our website!
We think you need these skills to ace Service Improvement Manager - Property Management in Camberley
Some tips for your application 🫡
Show Your Real-Estate Savvy:When crafting your CV and cover letter, make sure to highlight any relevant experience in the real estate sector. If you've done internships, assistant roles, or even relevant coursework, lay it out clearly. We want to see your familiarity with market trends, property management, or any sales experience you've got under your belt!
Quantify Your Achievements:In real estate, numbers speak volumes! When detailing your past roles, use concrete figures to demonstrate your achievements. For example, mention how many properties you sold, the percentage increase in client satisfaction, or any successful negotiations. These metrics can give your application that extra punch it needs!
Tailor Your Documents for the Job:Every application should feel personal. When applying for the Service Improvement Manager - Property Management role at LRG, tweak your CV to focus on aspects that are important to them. If they value client relationships, emphasise your interpersonal skills. We want to see you aligning your experiences with what they're looking for!
Keep It Professional Yet Approachable:While we want you to show off your expertise, don't forget to let your personality shine through in your cover letter. A touch of friendliness can set you apart, especially in real estate where client interaction is key. Show that you're ready not just to work with the property but also with people!
How to prepare for a job interview at LRG
✨Know Your Market Trends
In real estate, it’s all about staying ahead of the curve. Make sure we brush up on the latest market trends in the area where LRG operates. Being able to discuss local property values, demand, and upcoming developments will show that we’re not just interested in the job, but genuinely invested in the industry.
✨Prepare for Scenario Questions
Expect some scenario-based questions during the interview. We might get asked how we’d handle different client situations or property evaluations. Preparing our responses for common real estate scenarios not only demonstrates our problem-solving skills but also shows that we can think on our feet in a client-facing role.
✨Showcase Your Connections
In full-time real estate, networking is key! Let’s think about our connections in the industry and what we can bring to LRG. Whether it’s insights on prospective clients or relationships with local contractors, talking about these experiences can set us apart from other candidates.
✨Demonstrate Technical Savvy
Familiarity with different real estate software tools is a big plus. We should be ready to discuss any platforms we've used, whether it's for property management, CRM, or data analysis. Being comfortable with technology not only makes us more efficient, but also shows that we’re adaptable to the tools used at LRG.
