Associate Director - Hybrid Working

Block Recruit; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading property services group is looking for an Associate Director to oversee the development of central functions within property management. This pivotal role focuses on enhancing customer service and driving improvements in communication and operational processes. Candidates should have over 5 years of leadership experience in service environments, knowledge of technology applications in property management, and the ability to work collaboratively with diverse stakeholders. The position offers hybrid work options, a competitive salary, and professional development opportunities.

Benefits

Hybrid working (2 days in office, 3 days remote)

Competitive salary and bonus structure

Generous holiday allowance

Pension scheme

Learning and development opportunities

Supportive and inclusive work environment

Qualifications

• 5+ years' leadership experience in a service environment is mandatory.
• Experience in managing operational processes within the property sector is required.
• Strong knowledge of technology used in property management is preferred.

Responsibilities

• Oversight and development of central services functions within property management.
• Management of customer service improvements and KPIs.
• Support heads of property in project activities related to service delivery.

Skills

Leadership experience in a service environment

Service management experience within the property sector

Knowledge of proptech applications

Effective collaboration skills

Job description

Associate Director

Job Title: Associate Director
Location: Islington (2 days in office, 3 days remote)
Hours: Full-Time
Type of Employment: Permanent, Full-Time

Company Overview

The organisation is a leading property services group delivering management services to over 100,000 homes across England and Wales. Colleagues work across customer-facing roles, operational teams, and specialist functions in a diverse and dynamic environment. The business operates from multiple UK offices and is part of a larger international group with products and services spanning multiple sectors and geographies.

About This Role

This is a pivotal position at the heart of the business, accountable for critical supporting functions within property management. The role ensures that teams are effectively supported day-to-day and focuses on monitoring and developing the customer journey. Continuous improvement in communication and service delivery, in collaboration with colleagues in technology and transformation, is a key responsibility.

Main Duties and Objectives

• Full oversight and development of central services functions, including:
  • Assistant Property Management service (supporting larger brands)
  • Central Administration team - managing inbound communications, complaints, and first-touch resolution across supported brands
  • Mobilisation - operational onboarding and offboarding of properties
  • Maintenance and Major Works
  • Procurement - contractor management and optimising value from the contractor base
  • In-house facilities - facility management of office network and related administration
  • Drive continuous improvement in communication channels and customer service, implementing technical or process-led solutions
  • Management of KPIs, effective reporting, and follow-through actions across service delivery
  • Support heads of property in project activity across property management

Essential Skills

• 5+ years' leadership experience in a service environment, including team and staff development
• Service management or operational experience within the property sector
• Experience in high transactional volume environments
• Strong working knowledge of relevant technology (proptech applications, CRM, omnichannel communications, AI)
• Effective collaboration and communication skills with multi-level stakeholders

Bonus Skills

• Experience within a large property managing agent
• Exposure to process and/or technology transformation

Benefits

• Hybrid working (2 days in office, 3 days remote)
• Competitive salary and bonus structure
• Generous holiday allowance
• Pension scheme
• Learning and development opportunities
• Supportive and inclusive work environment

Diversity & Inclusion

The organisation is committed to fostering a supportive work environment where employees are encouraged to be themselves. Applicants from all backgrounds are welcome, and each application is considered fairly.