Administrative Assistant

Newton Property Management Ltd; Scotland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A property management company in Scotland is seeking an individual to support a team of property managers by coordinating administration tasks and enhancing customer service. The ideal candidate should possess strong communication skills, experience in customer service, and proficiency in Office 365. This role emphasizes relationship building and effective administration.

Qualifications

• Previous experience in a customer service-based role is essential.
• Strong communication abilities are required.
• Experience with CRM systems is preferable but not essential.

Responsibilities

• Deliver customer excellence according to the ‘Newton Way’ charter.
• Build and maintain relationships with customers and contractors.
• Coordinate contractor maintenance tasks.

Skills

Customer service experience

Strong communication skills

Teamwork

Proficient in Office 365

Ability to work under pressure

Tools

CRM software

Job description

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