ROLE OVERVIEW
Role: Head of Property Support
Reporting to: Head of Block Management
Location: Leeds
COMPANY OVERVIEW
At Anthem Management, you map the story of your success. As one of the largest block property managers in the UK, hundreds of clients look to us to expertly manage their properties and tens of thousands of residents trust us to help them enjoy their homes. With roots in customer service and a relentless focus on the needs of our clients, our approach to block management prioritises getting the basics right whilst providing a great level of service.
ROLE RESPONSIBILITIES
We are looking for a Head of Property Support for all Regions supporting the block management business, who will play a crucial role in ensuring Anthem Management continues to be seen as the leading block management company in our regions. You will pride yourself on providing the best possible customer experience to our associates, clients, residents, contractors and property managers.
You are the type of person who is passionate about customer service and your communication skills are excellent. You possess the skills of developing teams and are able to coach and mentor team members, and in addition you pride yourself on being able to train and upskill team members.
You will lead a team of Property Support Associates and work closely with the block property management teams to provide customer support to our leaseholders and residents within the blocks and estates we manage. This role sits within the block leadership team.
Your responsibilities include but are not limited to:
- Provide leadership, motivation and management to the Property Support Associates.
- Ensure the teams focus is on delivering first class customer service through ownership and accountability, good business practices and excellent written and verbal communication.
- Review open issues and ensure the team follow up and ensure issues are completed and closed out.
- Undertake regular call listening sessions, to log any issues and to raise these as a training need with the relevant team member.
- Offer guidance to the team in relation to improving customer satisfaction, and to work with the business Leads to identify trends with a focus on continuous improvement.
- Provide support in resolving customer complaints. This will involve assisting in the investigation into the reasons behind the customer issue. Possibly includes overseeing the complaints process.
- Act as a point of escalation for communication with clients, residents, contractors and Property Managers.
- To attend Business Review Meetings and present to fellow Business Leads and Executive Leadership Team on performance utilizing business agreed systems and metrics.
- Work with the team, to ensure they are aware of their involvement in compliance and health & safety, statutory and regulatory compliance matters.
- Overlooking & updating maintenance log on daily basis.
- Monitoring and tracking works orders and chasing contractors to ensure that jobs are completed.
- Help further develop processes to improve service and efficiency, understanding and ensuring the process of triaging matters and that issues are disseminated to the correct teams.
- Collecting updates from Facilities Management Team regarding progress on maintenance and contract matters.
- Communicate with tenants that the issues have been resolved and close the case.
- Attend the regular Property Manager and department meetings as required.
- Attend meetings and provide feedback and participate to improve our overall service delivery and build interdepartmental relationships.
- Analyse the workload of each team member and to liaise with the managers regarding proposed re-distribution or team setup.
- Monitor the team's performance in relation to the relevant Key Performance Indicators (KPI's) by setting clear expectations for all by discussing performance on a regular basis to motivate and create a culture of excellence and consistency.
- Participate in or conduct the annual performance appraisals for each associate.
- Identify training needs and liaise with Talent to arrange.
- Provide support services particular on newly onboarded sites to ensure a positive customer service approach from the outset.
- Training and onboarding of new customer service associates.