Administrator - Client Account Manager

FPMR Ltd; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading property management firm in the United Kingdom is seeking a detail-oriented professional to manage debt recovery cases. The role involves handling client communications, reviewing documentation, and ensuring compliance with service level agreements. Ideal candidates will have strong organisational and numerical skills, a professional demeanor, and the ability to manage sensitive situations with tact.

Qualifications

• Detail-driven professional with excellent verbal and written communication skills.
• Strong attention to detail and numerical accuracy.
• Ability to interpret legal documentation.

Responsibilities

• Manage an active portfolio of debt recovery cases.
• Review and interpret client instructions and documents.
• Negotiate payment plans and respond to enquiries.

Skills

Strong organisational skills

Excellent numerical accuracy

Professional communication style

Ability to handle difficult conversations

Familiarity with databases

Job description

The Role

You will act as the main point of contact managing cases effectively and ensuring that all tasks, diary actions and emails are completed within agreed SLAs. You will also be key in identifying valid disputes, recognising genuine complaints and ensuring these are escalated appropriately.

You will build strong working relationships with clients. The position suits someone with strong communication skills, excellent attention to detail and the ability to handling sensitive situations with tact and professionalism.

Key Responsibilities:

• Manage an active portfolio of cases (debt recovery of service charge) from instruction to resolution.

• Review and interpret client instructions, statements of accounts and relevant documentation.

• Enter new client instructions into the system accurately.

• Obtain and analyse Land Registry documentation including titles, leases and transfers.

• Handle inbound and outbound calls with owners, solicitors, clients and mortgagees.

• Respond to written and email enquiries professionally and promptly.

• Assess and resolve disputes and respond to Reply Forms in line with company processes.

• Acknowledge and escalate complaints where appropriate.

• Utilise client databases to obtain statements, demands and invoices.

• Negotiate payment plans and take card payments; allocate cheque payments correctly.

• Follow all internal processes and guidelines to achieve best‑case outcomes.

• Ensure individual and team targets are met, including diary management, email turnaround and workflow distribution.

• Provide regular reporting and client care updates.

The Person

We're looking for a confident, detail‑driven professional with excellent verbal and written communication skills.

• Strong organisational skills

• Excellent numerical accuracy and attention to detail.

• A clear, tactful and professional communication style.

• Ability to interpret leases, titles and legal documentation (training provided if needed).

• Confidence in handling sometimes difficult or sensitive conversations.

• Familiarity with computer systems, databases and case‑management platforms.

• Ability to work to targets and meet service level expectations.

Working Hours

37.5 hours per week
Monday - Friday, 9am - 5pm