Associate Director of Central Services

Job Title

Associate Director of Central Services

Highbury or Salisbury (2 days a week in office, 3 days remote)

Full-Time, 37.5 Hours

Director of Client Services

Fexco Property Services

Full Time, Permanent

As a vital role for the effectiveness of our service, this is a pivotal position at the heart of the business. You will be accountable for the critical supporting functions within property management. As well as ensuring the teams within your remit are supported day to day, a key part of the role is the ongoing monitoring and development of our customer journey, ensuring that communication and service is continuously monitored and improved, and effective solutions are put in place in collaboration with your group colleagues in technology and transformation.

• Full oversight and development of central services functions, including:
• Assistant Property Management service (for our larger brands).
• Central Administration team - incorporating management of all inbound communication, complaints and first touch resolution across the supported brands.
• Mobilisation - operational onboarding and off boarding of properties.
• Maintenance and Major Works.
• Procurement - contractor management and optimising the value received from our contractor base.
• In-house facilities - Facility management of our office network and related administration.
• Continuous improvement of communication channels and customer service, identifying areas for improvement and bedding in technical or process led solutions.
• Management of KPIs and effective reporting and follow through actions across service delivery.
• Supporting the heads of property in project activity across property management.

• 5+ years' experience at leadership level in a service environment, involving team and staff development
• Service management, or operational experience within the property sector
• Experience with in a high transactional volume environment.
• Strong working knowledge of relevant technology (proptech applications, CRM, omnichannel comms, Ai).
• Effective collaboration and communication skills with multi-level stakeholders.

• Experience with in a large property managing agent.
• Exposure to process and/or technology transformation.