Property Management Support

Role:

Reporting to an Associate Director, this position has responsibility for supporting a team of property managers and their portfolios with the co-ordination and management of associated administration tasks. This includes responsibility for delivering a best-in-class customer service delivery model, whilst adhering to the ‘Newton Way’ customer excellence charter.

Main responsibilities:

Customer Experience/Engagement:

• Responsible for the delivery of the ‘Newton Way’ customer excellence charter
• Building and maintaining relationships with both customers and contractors
• Responsible for processing and distributing regular customer communications

Administration co-ordination:

• Responsible for instructing and monitoring contractor maintenance tasks on behalf of property managers
• Responsible for the management, movement and recording of property keys
• Assist property managers with administration elements of customer insurance claims
• Assisting with the preparation and distribution of quarterly customer invoices
• Responsible for processing property sales

Record keeping:

• Ensuring customer records are kept accurately and up to date
• Monitoring and maintaining both personal and shared mailboxes

KPI’s:

• Customer satisfaction (complaints % and survey/interviews)
• Customer response times (% delivery vs target)

Specific skills, capabilities & requirements:

• Previous experience in a customer service-based role
• Strong communicator
• Ability to work well as part of a team
• Proficient using Office 365
• Ability to work to targets
• Works well under pressure
• Previous experience using a CRM based system is preferable, but not essential

Benefits:

• Group Life Insurance
• Employee Loan Scheme
• Pension Scheme, including salary sacrifice enhanced pension scheme
• Annual profit-sharing bonus
• Fully paid staff lunch once a month
• Hour back vouchers
• Extra 15 minutes for lunch when it\’s warm and sunny
• Complimentary birthday off
• Free breakfast roll and 12.30pm finish on Bank Holiday weekends
• In-house coffee machine
• Additional complimentary festive leave
• Hybrid working available after passing probation period
• Group challenges throughout the year with prizes up for grabs!
• Enhanced parental leave (maternity, paternity, adoption leave)
• Sick Pay
• Holiday accrual scheme
• Bereavement leave