ROLE OVERVIEW
Role: Resolutions and Compliance Co-ordinator
Reporting to: Operations Manager
Location: Bourne End or Hammersmith
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
The Resolutions and Compliance Co-ordinator will be responsible for the co-ordination and seamless process of resolutions management, as well as supporting the Operations Manager and Head of Block Management on Regulatory and Legislative compliance. This role requires a proactive and detail-oriented individual capable of managing multiple responsibilities and focused on adherence to regulatory standards.
- Managing the Resolutions (Complaints Handling) Process in accordance with our policy.
- Co-ordinate response from relevant stakeholders to satisfactorily respond to complaints, and holding those required to provide response to account.
- Manage the escalation process to Complaints Resolution Director and Ombudsman involvement
- To provide contact point for all complaints as well as for The Property Ombudsman Service (TPOS).
- To review types and content of complaint and work with the Operations Manager to develop reports and potential learning / training outcomes to be shared with the business
- To work alongside the Operations Manager and Head of Block Management to ensure Regulatory and Legislative compliance, be this annual returns for RICS or TPI, response and communication with TPOS, process and procedure changes in line with legislative requirements.
- Work with the Operations Manager in progressing the completion of management agreements for all clients and KYC requirements.
- Help identify training gaps or needs to provide compliance.
YOUR BUILDING BLOCKS OF SUCCESS
Experience
- Proven experience in a similar role, or relevant property management, or PA role with property related experience
- Strong organisational and multitasking skills with a keen attention to detail.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients, tenants, and team members.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and property management software MRI Qube
- Ability to handle sensitive information with discretion and maintain confidentiality.
- Strong problem-solving skills and the ability to work independently with minimal supervision.
- Knowledge of property management regulations and best practices is an advantage.
Skills
- Proactive and self-motivated with a strong sense of initiative.
- High level of professionalism and integrity.
- Adaptable and able to thrive in a fast-paced environment.
- Good communication skills, both written and verbal.
- Excellent time management skills.
THE ANTHEM DIFFERENCE
At Anthem Management, we put our clients first and enjoy the part we play in helping their buildings thrive. Our diverse and talented team is what makes us great and keeps us at the forefront of the industry. We would be delighted to have you join us on this exciting journey.
Anthem Management is an equal opportunities employer.