Service Manager in Manchester

X1 Media City Service Manager

X1 are looking for a fast paced, professional and ambitious person to join our friendly, vibrant and successful team as a Service Manager as part of our Block Management Team.

Welcome to X1

X1 Sales and Lettings has been a rapidly expanding business over the last 11 years, with offices in Liverpool, Leeds, Manchester and Kent, an expert qualified team base of over 130 team members and a managed portfolio of over 5000 properties across the Northwest and Kent. X1 Sales and Lettings is the subsidiary company to X1 Developments, responsible for the successful completion and occupation of new developments and the competent management of occupied X1 sites. Our X1 goal is develop a culture built around exceptional people, exceptional products and exceptional customer service. For more information please visit the X1 Lettings & X1 Developments website or our social media pages.

The Role

To act as the first point of contact for all internal and external communications, directly handle customer queries, ensure high service levels for residents and leaseholders, manage compliance documents and administration, and support the team with day-to-day operations to enhance efficiency and workflow.

Responsibilities

Service and Communication

• First Point of Contact Act as the main contact for all general customer service queries, both internal and external.
• Direct Query Resolution Handle and resolve queries efficiently without unnecessary redirection to other team members.
• Resident & Leaseholder Support Ensure high service levels by proactively addressing concerns and providing clear, professional communication.
• Service Improvement Continuously seek ways to enhance service quality and responsiveness for residents and leaseholders.
• Internal Communication Maintain clear and effective communication with Block Managers, Facilities Managers, and other departments.
• External Communication Liaise with contractors, suppliers, and stakeholders to ensure smooth service delivery.
• Customer Feedback & Reviews Monitor and review feedback to identify trends, escalate concerns, and implement service improvements.
• Service-Level Monitoring Track response times and service quality to ensure standards are met and exceeded.
• General Administration Assist with office duties that support smooth communication and operational efficiency across the team.

Administration Control

• Maintain and organise all compliance-related documents, ensuring records are accurate, up to date, and easily accessible.
• Track and monitor key compliance deadlines, including health and safety inspections, fire risk assessments, and contractor certifications.
• Ensure all statutory notices, insurance policies, and regulatory documentation are correctly stored and renewed as required.
• Assist in preparing and submitting compliance reports to regulatory bodies and senior management.
• Manage service contracts and agreements, keeping records of renewals, expirations, and compliance with agreed terms.
• Coordinate with contractors and service providers to obtain and verify necessary compliance documents before work is undertaken.
• Oversee document filing systems, both digital and physical, to maintain an organised and efficient workflow.
• Support internal audits by ensuring all necessary compliance records and supporting documents are readily available.
• Assist in drafting, distributing, and tracking key communications such as service charge notices, AGMs, and resident updates.
• Manage contractor onboarding and ensure contractor records and documentation is kept safe and up to date.
• Provide general administrative support, including data entry, document formatting, and maintaining accurate records for property management activities.
• Help streamline administrative processes to improve efficiency and ensure compliance with company policies and industry regulations.
• Assist the wider team with ad hoc administrative tasks, ensuring smooth day-to-day operations within the office.

Team Support

• Assist Block Managers with organising and scheduling maintenance works, inspections, and contractor visits where required.
• Support the Facilities Manager in coordinating on-site maintenance operatives and tracking ongoing works where required.
• Help prepare reports, meeting minutes, and documentation for management meetings and client updates.
• Assist in monitoring service charge budgets by providing administrative support with invoicing, purchase orders, and expense tracking where required.
• Liaise with leaseholders and residents on behalf of Block Managers and Facilities Manager to provide updates and resolve queries where required.
• Maintain and update property management databases with key information such as maintenance records, compliance documents, and leaseholder details.
• Support the Head of Department with project coordination, research, and general administrative tasks as needed.
• Assist in organising and distributing communications, including newsletters, notices, and service updates.
• Help manage incoming correspondence, directing urgent matters to the appropriate team member for prompt resolution.
• Provide ad hoc administrative support to ensure the smooth operation of the block management team.

What you will bring:

Ideally, the successful candidate will have:

• Excellent written and spoken communication
• Highly organised and able to use own initiative
• Great attention to detail
• A personable character who can easily build good relationships with internal colleagues and external clients.
• A positive attitude and willingness to learn.
• Professionalism in both attitude and personal presentation

You will be based in our Manchester office.

Department – Block Management
Contract type – Permanent
Hours – 9.30am – 5.00pm Monday to Thursday, 9.30am – 4.30pm Friday
Benefits – 25 days holiday plus bank holidays and an investment in your on-going training and development.

REF-221 546