Senior Relationship Manager

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

Job summary

Kinleigh Folkard & Hayward (KFH) is seeking a Senior Relationship Manager for the Lettings Management team in Wimbledon. You will ensure properties under your care meet legal and contractual obligations while delivering exceptional customer service.

You will also support Team Leaders in embedding best practices across the department. Key tasks include handling complaints, managing performance, safety inspections, contractor appointments, deposit and insurance processes, and cross-department

Qualifications

• Experience in residential property management and handling complaints.
• Ability to manage third-party contractors and ensure compliance with contracts.
• Strong written and verbal communication skills.

Responsibilities

• Handle first-level complaints and resolve without escalation.
• Manage property performance and report to line manager.
• Oversee safety inspections, maintenance requests and contractor appointments.
• Conduct property visits and ensure contractual obligations are met.
• Manage deposit returns, insurance claims and legal compliance.
• Collaborate across departments to deliver excellent customer service.

Skills

Residential property management

Contractor management

Communication

CRM software

IT literacy

Customer service

Education

ARLA qualification (desirable)

Tools

CRM systems

Job description

At KFH we are looking for a Senior Relationship Manager to join our Lettings Management team in Wimbledon.

Who are we?

At KFH, part of the Lomond group, we are London’s largest property services group, and we are growing! KFH’s range of property services are made up of sales, lettings, block management, survey, and financial services.

We pride ourselves on delivering exceptional service, working in collaboration and achieving the right results with integrity.

What’s the role?

As a Senior Relationship Manager, you will ensure that the properties under your care meet all legal and contractual obligations whilst providing excellent customer service. You will also support the Team Leaders in embedding consistent best practice across the department.

Key tasks will involve:

• Handling first level complaints and resolving them without escalation.
• Managing property performance and reporting to your line manager.
• Overseeing safety inspections, maintenance requests, and contractor appointments.
• Conducting property visits and ensuring contractual obligations are met.
• Managing deposit returns, insurance claims, and legal compliance.
• Supporting colleagues and collaborating across departments to deliver excellent customer service.

What can you bring to the role?

• A proven track record in residential property management.
• Experience managing third-party contractors and resolving complaints.
• Strong communication skills, both written and verbal.
• IT literacy and familiarity with CRM systems.
• A client-focused mindset and a commitment to excellent service.
• ARLA qualification is desirable but not essential.

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

KFH. People. We get it.