AddressThe Property + Client Services Manager oversees and coordinates all activities related to the Property and Client Services department of the business, with a strong emphasis on integrating customer service excellence into office-based administrative functions and property asset inspections (Residential + Commercial). This role is responsible for managing a diverse team of office and remote staff, ensuring efficient workflow, adherence to quality standards, and timely project completion. The Property + Client Services Manager provides strategic leadership to foster a customer-centric culture, emphasising exceptional service delivery, client satisfaction, and effective communication. They play a pivotal role in maintaining operational excellence, optimising resources, and achieving organisational goals while prioritising safety, and continuous improvement in customer service practices.
This position will be responsible for managing the day-to-day operations of the department including setting performance goals, developing strategies, monitoring progress and providing direction and support to staff.
Key Responsibilities
These responsibilities encompass the leadership, operational oversight, customer service focus, compliance, strategic planning, and continuous improvement aspects crucial for success in this role.
Team Leadership and Management:
- Supervise and mentor a team of office-based and remote staff ensuring clear direction, effective communication, and professional development.
- Foster a collaborative and supportive work environment to maximise team productivity and engagement.
Operational Oversight:
- Oversee all operational activities in your department, ensuring efficient workflow, adherence to schedules, and high-quality service delivery.
- Coordinate resources effectively to meet project timelines and objectives.
Customer Service Excellence:
- Promote a customer-centric approach throughout the department, emphasising responsiveness, empathy, and proactive communication with clients.
- Address customer enquiries, concerns, and feedback promptly and professionally to maintain high levels of client satisfaction.
Quality Assurance and Compliance:
- Ensure compliance with safety regulations, and company policies.
- Conduct regular quality assessments and implement improvements to enhance service delivery and client outcomes.
Strategic Planning and Execution:
- Develop and implement strategic plans to achieve departmental goals and contribute to overall organisational objectives.
- Monitor performance metrics, analyse trends, and identify opportunities for operational efficiencies and service enhancements.
Budget Management:
- Prepare and manage departmental budgets, ensuring financial resources are allocated effectively and expenditures are within approved limits.
Stakeholder Engagement:
- Build and maintain positive relationships with internal stakeholders, external partners, and clients to support collaborative efforts and project success.
Continuous Improvement:
- Drive continuous improvement initiatives within the department, including process enhancements, technology adoption, and employee training programs.
- Stay updated on industry trends and best practices to remain competitive and innovative in service delivery.
Requirements:
- Proven experience in management roles displaying strong leadership and team management skills, with the ability to motivate and develop diverse teams of office and remote staff.
- Excellent organisational and time management abilities, capable of overseeing multiple projects and priorities effectively.
- Demonstrated experience in operational oversight, including budget management and resource allocation.
- Exceptional communication and interpersonal skills, with a focus on fostering positive relationships with clients and stakeholders.
- Knowledge of regulatory requirements, safety standards, and industry best practices.
- Ability to think strategically, analyse data, and make informed decisions to achieve departmental and organisational goals.
- Proficiency in MS Office Suite, project management software and CRM systems.
- Commitment to continuous improvement, innovation, and professional development within the team and organisation.
