Job Advert
Job Title: Client Relationship Manager
Location:Doncaster or London
Brand:IPM
Type of Employment:Permanent, Full-Time
About this Role:
Based within our Inspired Property Management brand in either our Doncaster or London offices, you will work on a hybrid basis, with a requirement to travel between the two offices and to attend Client meetings. You will develop and maintain strong relationships with our key clients, ensuring they are satisfied with how their portfolios are managed. You will actively engage with our clients, being their first point of contact for all issues. You will be responsible for understanding the client’s needs, providing and excellent service, and proactively resolving any issues.
Main Duties and Objectives:
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To Build and maintain strong, long-term relationships with key clients based on trust and transparency, ensuring consistently high standards and professionalism in all our client interactions.
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Act as the primary point of contact for our key Freehold clients, understanding their needs, providing support, and acting as internal liaison on behalf of the Client.
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Proactively address all client enquiries, resolving issues and providing guidance on what is being done to meet their needs
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Track performance of the Client’s portfolio, ensuring client reporting is delivered accurately, comprehensively and on time
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Ensure all clients requests are actioned within the required timescales, taking ownership of obtaining and collating responses from colleagues, and providing a company response to the client.
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Ensure compliance with our client’s service level agreements and management agreements, working in partnership with colleagues to ensure client expectations are not only met, but exceeded.
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Track key performance indicators on behalf of clients, analysing the data and ensuring any issues are resolved proactively
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Take responsibility for highlighting any risks or issues, and for working in partnership with the Head of Client Liaison on the Senior Management Team to advise Clients of potential risk and issues in their portfolio, providing clear and detailed explanations of the issue, along with our suggested resolutions
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Ensure compliance with all relevant regulations and legislation on behalf of our clients
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Take ownership of addressing client issues and concerns, identifying root causes, and implementing solutions to prevent future issues.
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Attend and proactively engage in all Client liaison meetings, ensuring you are well prepared and briefed on all risks and issues within the Client’s portfolio
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Showcase positive work to clients, demonstrating our value through clear communication, tangible results, and a positive, proactive approach
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Act as a brand ambassador for Inspired Property Management, leading by example and showcasing best in sector client liaison services
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Make best use of our technology, keeping full and accurate records of all Client interactions.
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Proactively identify and anticipate Client expectations and needs, making recommendations to ensure that our service offer remains fit for purpose.
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Work collaboratively with other departments across Inspired Property Management Fexco Property Services to drive our success.
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Ensure all outgoing Client correspondence is presented professionally, clearly articulated and constructive, and in accordance with company standards
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Undertake any other duties commensurate with the role as requested by management.
Required Qualifications & Experience
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.
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Detailed knowledge and understanding of residential Leasehold Property Management, with a proven ability of delivering high quality, proactive property management services
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Detailed understanding of regulations, legislation and best practice relating to residential Leasehold Property Management
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A proven ability to identify and mitigate potential risks associated with property management, such as legal issues, safety concerns, and financial liabilities
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Experience in business operations, including strategic planning, team management, and process improvement.
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Ability to identify and resolve operational issues effectively.
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A comprehensive understanding of financial principles, budgeting, and reporting
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Proven experience in managing or implementing service level agreements, key performance indicators and performance management systems
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Strong commercial acumen, with the ability to liaise with key stakeholders and drive forward and manage performance
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Excellent communication, negotiating and influencing skills, with an ability to build strong relationships, including with senior stakeholders
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Strong analytical skills, able to interpret and present complex detailed information, and formulate balanced conclusions
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High professional standards with the ability to work on own initiative and perform duties with a high degree of tact and diplomacy.
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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.
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