Team Leader – Assistant Property Manager
Doncaster
Property Management
Full time
Permanent
About this Role
Based within our IPM brand at our Doncaster office, you will work on a hybrid basis, with a minimum of three days a week in the office. You will lead our team of Assistant Property Managers, ensuring we consistently deliver a great customer experience. You will provide leadership, guidance and support to the team, ensuring they have the knowledge and skills needed for us to achieve high customer satisfaction levels.
Main Duties and Objectives
- Lead a team of Assistant Property Managers, providing support, guidance and advice to ensure they are able to deliver an excellent customer experience
- Be a regular presence in the office to provide leadership, guidance, coaching and support to the Senior Assistant Property Managers and the Assistant Property Managers
- Be visible and proactively engaged with your team, providing leadership, guidance and support to your team taking the lead on resolving complex or technical issues on their portfolios
- Lead by example, and develop a cohesive and high performing team, working effectively to create a strong working with the Property Management teams
- Monitor and report on workload distribution, ensuring all tasks are completed accurately, in accordance with company procedures and timescales
- Provide regular reporting on team performance to the Director of Customer Experience and other Directors as required
- Ensure the team deliver consistently high standards of customer service for our customers, ensuring our customers are consistently at the heart of our service delivery
- To ensure the team deliver a high standard of customer service, responding to resident, client, and contractor enquiries by phone, email, and online platforms
- Ensure incoming communications via telephone, email, online portals are logged, tracked, and resolved in line with company procedures.
- Lead your team to deliver a helpful and responsive reactive maintenance service, ensuring Clients and customers are kept fully informed until the issue is resolved
- Make best use of our technology, ensuring customer records and customer interactions and fully up to date and accurate
- Support the Property Managers to ensure we have all relevant fire and health & safety compliance testing and maintenance contracts in place at all developments, and that our compliance testing and maintenance is compliant
- Ensure the team are supporting the Property Managers to arrange fire and health & safety risk assessments, providing information to the risk assessors in advance of their inspection
- Ensure the team support the Property Mangers to ensure risk improvement requirements are dealt with swiftly and proactively, keeping all relevant databases and records up to date at all times
- Support the Property Managers to ensure we have best value, and up to date mechanical & electrical maintenance contracts in place, always checking our contracts are in compliance with any warranty or guarantee
- Ensure that work instructions and quote requests are reviewed, chased and updated regularly and updates added to Dwellant, QUBE or other systems as required
- Support the High-Rise Building Team by arranging to provide information to support our Building Safety Cases
- Ensure the team support the Property Managers with arranging access for fire door inspections, and for reporting, communicating and tracking any follow up actions required by the Client or Leaseholders
- Support the Director of Customer Experience to consult with customers on our Resident Engagement Strategies, and any other customer engagement or consultations required
- Support the Director of Customer Experience to improve customer satisfaction levels and minimise complaints, always seeking ways to positively resolve customer enquiries
- Ensure that company policies, procedures and statutory obligations are consistently applied to required standards
- Provide leadership and support, through regular supervision and support, acting as a role model in a team where excellence is expected, and customer service standards are consistently high
- Maintain key performance indicators for customer satisfaction, call handling, responsive repairs, and planned maintenance delivery, providing monthly reports to the Director of Customer Experience
- Proactively identify and anticipate customer expectations and needs, making recommendations to ensure that our customer service offer remains fit for purpose
- Hold a bi-weekly face to face (where possible) meeting with the Senior Assistant Property Manager team reviewing department and team workload, performance, and challenges and successes
- See that a weekly Assistant Property Manager meeting is held to providing support and a forum to share any portfolio updates, company procedural changes, bitesize training, or other matters as required
- Support and assist the Director of Customer Experience in holding a quarterly Assistant Property Manager training day in person, arranging office cover as require and providing supporting training Hold a monthly (virtual) Assistant Property Manager meeting with the North/ South team, alternating chair with the Senior Assistant Property Manager, providing minutes to all in a timely manner
- Conduct regular 1‑to‑1s, performance reviews, back to work meetings and informal check‑ins to support staff development and well-being
- Keep and maintain accurate minutes of your teams 1-2-1 meetings, objective setting meetings, training and qualification records, ensuring minutes are issued promptly following each meeting
- Identify training needs and arrange on‑the-job coaching either through the Senior Assistant Property Managers, yourself, or elevate to the Training and HR team or to the Director of Customer Experience
- Ensuring adequate staffing to provide cover and management of incoming phone calls, shared and individual email boxes and support for the Property Manager and the IPM portfolio, working with the Senior Assistant Property Manager for North/ South
- Assist the Director of Customer Experience to consistently improve service standards and proactively resolve complaints
- Work with the Director of Customer Experience to manage and respond to online reviews
- Support your team to maintain strong, long-term relationships with customers, internal departments and other Fexco brands, ensuring consistently high standards and professionalism in all interactions
- Ensure the Head of Client Liaison, Heads of Property Management and Board of Directors are promptly advised of any potential risks or issues on the portfolio
- Support the Property Management team by attending meetings as required
- Maintain a strong understanding of, and ensure that company policies and procedures, and other legislation are consistently applied to required standards
- Take responsibility for personal development and adopt a proactive approach to learning and development
- Uphold company standards in professionalism, communication, and customer care and act as a brand ambassador for IPM and the Fexco group, leading by example and showcasing best in sector property management services
- Be an engaged and supportive team member, collaborating effectively with colleagues, sharing knowledge, and contributing to a positive, customer‑focused team environment.
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.
- A positive, outgoing and supportive attitude, with the ability to motivate and lead a high performing team
- Outstanding multi-tasking and organisational abilities
- Demonstrate a strong commitment to customer service with effective communication skills across diverse customer types and platforms
- 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 where required
- 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.
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