Operations Manager

Kinleigh Folkard & Hayward; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading property services group in London seeks an Operations Manager for their Block Management team. This role involves overseeing customer service processes, training staff, and ensuring complaints are handled efficiently. Ideal candidates will possess strong communication skills and a passion for client relations, contributing to a culture of excellence and continuous improvement.

Benefits

Companywide Awards Ceremony

Seasonal social events

Participation in charity events

Qualifications

• Solid experience in Block Management.
• Passionate about delivering excellent customer service.
• Experience in training and developing team members.

Responsibilities

• Oversee block management complaints handling procedure.
• Develop relationships with team members for best practices.
• Provide training based on identified needs.

Skills

Outstanding communication

Customer service

Relationship building

Job description

At KFH we are looking for an Operations Manager to join our Block Management team in Wimbledon.

Do you have extensive knowledge of block management regulations, processes and procedures?

Are you experienced in giving advice to colleagues and briefing solicitors along with other legal advisors, using your knowledge of contract law and civil claim processes? Do you have experience in forming and developing great relationships with customers and colleagues? We’re looking for an individual that can collaborate with others, share their knowledge and skills. At KFH we are continuously looking for opportunities to improve and are looking for an operations manager to bring new thinking and embrace our legacy.

At KFH, with over 60 branches across the capital we are London’s largest independent property services groups, and we are growing! As one of London’s leading property services groups we offer a range of property services including block management, commercial, residential, and financial services. We manage over 15,000 residential and commercial units in different mixed-use schemes across 130 locations in London, with a combined portfolio worth £10 billion. In addition to this, we have one of the largest teams of qualified chartered surveyors and valuers in London and provide a whole range of services for corporate and private clients. Our employees are at the heart of our business and help to drive our success by supporting each other and providing exceptional service with care in order to achieve the right results with integrity. We pride ourselves on working in collaboration and valuing experience as well as encouraging new thinking.

You will report into our Block Management Director.

Responsibilities of an operations manager include:

• Work closely with the Group Client Liaison department regarding any complaints or feedback relating to the Block Management division
• Responsible for overseeing the block management complaints handling procedure and ensure all complaints are resolved within the agreed timeframes
• Support the team with minor complaints handling, guiding them on best practice customer service and ensuring satisfactory resolution
• Provide complaint summary to the Property Redress Scheme, with the support of the Group Client Liaison Team, and liaise with them in respect of referred matters
• Responsible for enquiries and contact with the Information Commissioners Office relating to block management data matters
• Develop relationships with team members across the division to introduce best practice in terms of processes and customer service
• Identify training needs across the department as a result of process issues, customer feedback or complaints
• Provide group and one to one training where needs are identified

At KFH we are looking for an operations manager with solid experience of working within the Block Management, an individual that offers outstanding communication, and someone who is passionate about delivering excellent customer service to all of our clients whilst achieving the right results and enhancing our reputation.

Each year we celebrate success by hosting a companywide Awards Ceremony, also we have many seasonal social events throughout the year. We also have regular involvement with our chosen London-based charity, London Youth. Activities vary from cake sales to Tough Mudder to marathons and we encourage our employees to participate. We pride ourselves in fantastic customer service, exceptional communication and delivering the right results.

KFH is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees.

Click here to see all our company benefits, including additional earning potential and discounts.

KFH. People. We get it.