Property Operations & Client Experience Lead

Knight Frank Services Company Limited; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Knight Frank is seeking a proactive Office Administrator in London to deliver exceptional customer experience and support the Lettings and Operations teams. You will handle calls, manage property records, prepare reports, and assist with KYC/compliance, finance invoicing, and health, safety and information security tasks.

This role requires strong organisational skills and a collaborative approach to support multiple departments.

Responsibilities

• Provide an exceptional internal and external customer experience in every interaction
• Assist in answering incoming and outbound calls and welcoming clients, taking accurate information
• Maintain a tidy office and reception area
• Assist Department Head with implementation of Customer Experience initiatives
• Help drive net promotor scores through customer journey improvement initiatives
• Refer clients to a wide range of KF services including Commercial and the Global network
• Work with Operations teams to help provide a level of support within agreed timeframes to Department Head, office team and other departments
• Create and manage new property records and instructions on our inhouse system
• Ensure HUB records are accurate and maintained
• Order land registry title checks and confirm correct ownership
• Create template letters and forms (Inc. marketing recommendation reports, terms and conditions etc.)
• Liaise with clients to obtain necessary documents
• Organise and upload EPCs, photos and floorplans (with external suppliers)
• Distribute portal enquiries and assist with relocation corporate searches if required
• Assist with preparing reports for weekly, monthly and ad hoc meetings
• Terminate tenancies when instructed
• Assisting with KYC/CDD process for clients and counterparties
• Display knowledge and ensure compliance of best practice
• Ensure correct naming conventions and accurate notes are used on all property files
• Completing monthly reporting (EPC, R2R reports)
• Ensure the correct procedure is followed when handling keys
• Coding of contractor invoices in Working Life
• Process Joint Agency invoices with accounts
• Display an understanding of accounts systems and processes (statements, ledgers and charges)
• Monitor reporting on Power Bi
• Ensure clear desks and clear screen policies are followed
• Follow storage and archive protocols
• Ensure confidential files are treated correctly
• Liaise and raise security incidents or weakness with the Data Protection team
• Adhere to GDPR, data and IT security regulations
• Monitor and keep an accurate record of key storage within office
• Manage and ensure all necessary safety checks are completed and logged on a weekly, monthly and annually basis via a third-party platform
• Arrange works/contractors when required
• Order stationery and hardware as required
• Assist with office refurbishment or relocation programmes
• Display knowledge of ISO regulations and implement in office
• Ensure all new starters are aware and sent the Health & Safety protocols and relevant risk assessments are completed/logged
• Set and implement annual sustainability targets with the assistance of the Health and Safety team
• Be a trouble shooter with system processes and procedures
• Collaborate with wider teams to support offices as and when required

Job description

Knight Frank is seeking a proactive Office Administrator in London to deliver exceptional customer experience and support the Lettings and Operations teams. You will handle calls, manage property records, prepare reports, and assist with KYC/compliance, finance invoicing, and health, safety and information security tasks.

This role requires strong organisational skills and a collaborative approach to support multiple departments.