Customer Experience jobs in United Kingdom

Job Title: Senior Property Manager

Location: Manchester

Company: Inspired Property Management

Type of Employment: Full Time, Permanent

Based within our Inspired Property Management brand at either our Doncaster office or our London office, you will work on a hybrid basis, with regular travel to sites across the Region. You will manage a portfolio of properties as well as leading a small team of Property Managers, ensuring delivery of a high quality, proactive and professional residential property management service.

• To deliver consistently high standards of property management services to your portfolio, maintaining positive and constructive relationships with clients, customers and key stakeholders.

• Oversee and manage large, complex developments consisting of high rise, mid rise and low rise apartment buildings and estates.
• Develop and maintain strong client relationships, proactively communicating with clients and actively resolving any issues.
• Oversee a small team of Property Managers, taking the lead on resolving complex or technical issues on their portfolios.
• Ensure your and your team's portfolio is well maintained, and fully compliant with all applicable regulations.
• Ensure all fire and health & safety risks on your and your team's portfolios are actively managed and risks are swiftly mitigated.
• Undertake regular, detailed site inspections in accordance with Client requirements, ensuring any risks or maintenance issues are proactively managed and resolved.
• Take ownership of proactively managing your and your team's site finances.
• Ensure budgets for your and your team's portfolio are accurately forecasted and expenditure is well managed.
• Ensure creditors for your and your team's portfolio are paid on time, and debtors are managed in accordance with company policy.
• Ensure regular and positive communication with customers via newsletters, inclusive site inspections, Annual General Meetings and general meetings on specific issues.

• Keep and maintain accurate minutes of client and customer meetings, ensuring minutes are issued promptly following each meeting.
• Support your team to produce comprehensive action plans for each development, ensuring current or potential issues are actively addressed, ensuring we provide developments our customers can be proud to live in.
• Ensure all services are delivered in accordance with the Lease, supporting your team to regularly check lease terms, ensuring they have a full understanding of how each of their developments should be managed and maintained.
• Work in partnership with the Assistant Property Management Team, ensuring they are provided with the support, guidance and advice they need to deliver an excellent customer experience.
• Support your team to maintain strong, long‑term relationships with clients, ensuring consistently high standards and professionalism in all our client and customer interactions.
• Provide leadership, guidance and support to your team on issues such as major works projects, retendering routine contracts, and general good practice in residential property management.
• Be responsible for ensuring your portfolio is fully compliant with the Building Safety Act, Fire Safety Act and all applicable Health & Safety regulations, promptly highlighting any risks or issues to the Head of Property Management.
• Ensure your portfolio is regularly inspected and well maintained with carefully thought‑out long‑term maintenance plans in place.
• Act as a role model in a team where excellence is expected, and service standards are consistently high.
• Take responsibility for ensuring our clients and customers receive consistently high standards of service, supporting your team to prepare communications regarding any complex or contentious issues.

• Ensure the Head of Client Liaison is promptly advised of any potential risks or issues in your portfolio, working in partnership to find satisfactory resolutions.
• Assist the Head of Customer Experience to consistently improve service standards and proactively resolve complaints.
• Support the Head of Property Management to resolve legal disputes, attending First‑Tier Tribunal and County Court hearings on behalf of our clients as required.
• Maintain positive and collaborative relationships with internal stakeholders, leading on partnership working to ensure client needs are met.
• Ensure you and your team provide comprehensive monthly internal reporting, on time, as required.
• Act as a brand ambassador for Inspired Property Management, leading by example and showcasing best in sector property management services.
• Be visible, and proactively engaged with your team, attending site with them to ensure their sites are well managed, and providing guidance and advice on how they can make improvements to sites where required.
• Ensure you and your team make best use of our technology, keeping full and accurate records of all Client and customer interactions.
• Work collaboratively with other departments across Inspired Property Management Fexco Property Services to drive our success.
• Provide leadership and management, through regular supervision and support, leading by example, and developing a cohesive and high performing team.

• Undertake any other duties commensurate with the role as requested by management.

We are looking for a motivated and dynamic individual who is committed to excellence and has a passion for customer service. The successful candidate will have the opportunity to lead and shape our customer service standards and to contribute to the growth and success of our business.

• Proven experience in managing large and complex high‑rise residential properties
• In depth knowledge of the Building Safety Act, Landlord & Tenant Act and all applicable legislation and regulations
• A proven ability to proactively resolve complex and high‑risk issues, particularly in relation to High Rise Buildings
• MTPI or RICS qualification preferred, or a willingness to work towards it
• Outstanding multi‑tasking and organisational abilities
• Strong written and verbal communication skills, with an ability to clearly articulate complex issues to a range of audiences

• Calm and professional with an ability to build rapport with client and customers
• Willingness and ability to travel regularly across the region, and an ability to attend meetings either on‑site or online, outside of office hours
• High professional standards with the ability to work on own initiative and perform duties with a high degree of tact and diplomacy.
• Ability to adopt an effective approach to problem‑solving, adapting to changes in circumstances or information.

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.