Operations Manager – Corporate Lettings

by | Jul 14, 2017 | 0 comments

Operations Manager – Corporate Lettings
LOCATION: Bracknell
SALARY: £35,000 + OTE £45,000

iRecruit Partners are currently working with a company based in Bracknell who are looking for an Operations Manager to join their rapidly expanding team. The role involves the management of a team of up to nine full time staff, comprising six Portfolio Managers, two administrators and one client account manager. With responsibility for controlling work flow and ensuring that procedures and customer service levels are maintained by overseeing the Team’s work and delegating tasks as appropriate.

MAIN RESPONSIBILITIES:

  • Responsible for the day to day running of a Team of Portfolio Managers, Administrators and client account managers
  • Provide excellent customer service to corporate landlords and their tenants
  • Effectively supervise and motivate a team of Portfolio Managers
  • Support the company’s brand
  • Monthly audit to adherence to company and department process
  • Monitor Portfolio Manager Dashboards on the relevant system to ensure Portfolio managers are meeting agreed requirements
  • Connecting with the company retail network at an appropriate level to ensure delivery of the company’s service
  • Carry out monthly Team PM audit
  • Pro-actively ensure that all written communications on behalf of the Department are accurate to the best of your knowledge, conform to ARLA requirements and are professional in every respect
  • Dealing with team HR issues, carrying out disciplinary action/holding meetings with team members where necessary
  • Understand and identify personal training and development needs

EXAMPLES OF HOW YOU WILL DO YOUR JOB:

  • Be seen as a role model for the team through positive support of management initiatives and own working ethos
  • Hold Team Meetings to discuss/relay important issues regarding the department and team
  • Arranging cover of absent Portfolio Manager’s workload by re-distribution of workload to the team
  • Regularly seek feedback from clients and key stakeholders on Portfolio Managers and the department, and take appropriate action following feedback
  • Identify team training needs, design and implement training sessions
  • Ensure that all customers receive a professional, efficient, friendly, consistent and personalized service
  • Maintain and promote a positive ‘can do’ approach
  • Handling complaints escalated from the Portfolio Managers ensuring no further escalation is required
  • Demonstrate a personal regard for both internal and external customers, reflecting the company’s high standards and supporting its brand image
  • Promote other services where appropriate and generate referral leads
  • Comply with all Legislation, attending relevant courses to keep up to date with any changes, or pending changes to the law
  • To promote referral services, such as mortgages, conveyancing etc
  • Cultivate good relationships with clients offering a ‘can do’ flexible approach, which includes face to face and regular telephone contact, where applicable
  • Proactive develop strong relationships with other departments within the company
  • Develop a strong business rapport with external suppliers and contractors to further progress the quality and efficiency of the Division
  • Oversee smooth transition of any new portfolios/acquisition portfolios to the team
  • Seek opportunities to contribute in order to develop self and to meet current and future business goals
  • Complete ad hoc projects as requested by management

REQUIRED SKILLS AND EXPERIENCE:

  • Experience within residential property management essential
  • Qualification to ARLA/NFOPP Legal Advanced Level or Equivalent desirable
  • First class customer service skills
  • Excellent organisation, prioritization and time management
  • Ability to work proactively and comfortable/excited at using their own initiative in a fast paced environment where priorities can change regularly
  • Strong communication, influencing and relationship skills, with strong customer centric approach (comfortable working with colleagues at all levels within the organisation)
  • High levels of energy, drive, enthusiasm with a passion for developing themselves and being an active and supportive member of a high performing team
  • High level of competency it IT along with excellent written and spoken English

KEYWORDS: Operations / Property / Management / Customers / Clients / Communication