Associate Director of Central Services

Fexco; Greater London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading property services company is looking for an Associate Director of Central Services to oversee and develop the central services functions within property management. The role involves managing teams, improving customer service processes, and collaborating with technology and transformation teams. Ideal candidates will have over 5 years of leadership experience in a service environment, excellent communication skills, and a strong knowledge of relevant technology. This position is based in Highbury or Salisbury with a hybrid work model.

Qualifications

• 5+ years' experience at leadership level in a service environment.
• Service management or operational experience within the property sector.
• Strong working knowledge of relevant technology.

Responsibilities

• Oversee central services functions, including property management.
• Manage all inbound communication and complaints.
• Identify areas for improvement in customer service.

Skills

Leadership in service environment

Service management experience

High transaction volume experience

Knowledge of proptech applications

Collaboration and communication skills

Job description

Job Title

Associate Director of Central Services

Location

Highbury or Salisbury (2 days a week in office, 3 days remote)

Hours

Full-Time, 37.5 Hours

Reporting to

Director of Client Services

Company

Fexco Property Services

Type of Employment

Full Time, Permanent

About this Role

As a vital role for the effectiveness of our service, this is a pivotal position at the heart of the business. You will be accountable for the critical supporting functions within property management. As well as ensuring the teams within your remit are supported day to day, a key part of the role is the ongoing monitoring and development of our customer journey, ensuring that communication and service is continuously monitored and improved, and effective solutions are put in place in collaboration with your group colleagues in technology and transformation.

Main Duties and Objectives

• Full oversight and development of central services functions, including:
• Assistant Property Management service (for our larger brands).
• Central Administration team - incorporating management of all inbound communication, complaints and first touch resolution across the supported brands.
• Mobilisation - operational onboarding and off boarding of properties.
• Maintenance and Major Works.
• Procurement - contractor management and optimising the value received from our contractor base.
• In-house facilities - Facility management of our office network and related administration.
• Continuous improvement of communication channels and customer service, identifying areas for improvement and bedding in technical or process led solutions.
• Management of KPIs and effective reporting and follow through actions across service delivery.
• Supporting the heads of property in project activity across property management.

Essential Skills

• 5+ years' experience at leadership level in a service environment, involving team and staff development
• Service management, or operational experience within the property sector
• Experience within a high transactional volume environment.
• Strong working knowledge of relevant technology (proptech applications, CRM, omnichannel comms, 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.