Job Description

Role:

Reporting to an Associate Director, this position has responsibility for managing a complex/technical portfolio of customers, delivering a best-in-class customer service delivery model, whilst adhering to and contributing to the 'Newton Way' customer excellence charter.

Main responsibilities:

1. Customer Experience & Engagement:

Act as the deputy for the relevant Associate Director Offer support with technical questions and daily escalated issues Responsible for the delivery of the 'Newton Way' customer excellence charter Building and maintaining relationships with both customers and contractor Responsible for creating and distributing regular customer communications Conduct regular owners' meetings, in both individual and group settings Plan, attend and manage evening AGM's for portfolio sites Support colleagues with owners meetings where appropriate
2. Portfolio Management:

Manage a complex, high value portfolio of properties Responsible for instructing and monitoring both reactive and proactive repairs Manage and co-ordinate customer insurance claims process Conduct regular property visits
3. Record Keeping:

Ensuring customer records are kept accurately and up to date
4. KPI's:

Customer satisfaction (complaints % and survey/interviews) Customer response times (% delivery vs target) Contractor attendance metrics

Specific skills, capabilities & requirements:

Full, clean UK driving license A comprehensive working understanding of property management legislative requirements. Previous experience in dealing with a complex, high value portfolio of properties. Works well under pressure. Ability to produce, interpret and present business data metrics. Ability to demonstrate leadership potential. Previous experience in a customer service-based role. Strong communicator. Ability to work well as part of a team. Ability to work to targets. Minimum 3 years' property factoring industry experience. Full, clean UK driving license.

Benefits:

Car Allowance Fully paid staff lunch once a month Free breakfast roll every Friday Kitchen stocked with essentials In-house coffee machine Free sanitary products x4 hour back vouchers per year Extra 15 minutes for lunch when it's warm & sunny Complimentary birthday off every year Enjoy a free breakfast roll and an early finish at 12:30pm on certain Bank Holiday weekends (where applicable) Employee loan scheme Group Life Insurance Annual profit-sharing bonus All expenses paid annual Summer & Christmas nights out Additional complimentary festive leave Enhanced parental leave Salary Sacrifice Pension Scheme Hybrid working following probation period Group challenges with prizes up for grabs!
Job Type: Full-time

Pay: 35,000.00-38,000.00 per year

Additional pay:

Performance bonus
Benefits:

Additional leave Enhanced maternity leave Enhanced paternity leave Life insurance On-site parking Sick pay
Schedule:

Monday to Friday
Ability to commute/relocate:

Aberdeen AB25 1XX: reliably commute or plan to relocate before starting work (required)
Experience:

Property Management: 3 years (required) Factoring: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Aberdeen AB25 1XX

Reference ID: SPM/ABN