Block Management Operations Manager

Nelson House / Permanent


At KFH we are looking for an Operations Manager to join our Block Management team in Wimbledon.

Do you have extensive knowledge of block management regulations, processes and procedures?

Are you experienced in giving advice to colleagues and briefing solicitors along with other legal advisors, using your knowledge of contract law and civil claim processes? Do you have experience in forming and developing great relationships with customers and colleagues? We’re looking for an individual that can collaborate with others, share their knowledge and skills. At KFH we are continuously looking for opportunities to improve and are looking for an operations manager to bring new thinking and embrace our legacy.

At KFH, with over 60 branches across the capital we are London’s largest independent property services groups, and we are growing! As one of London’s leading property services groups we offer a range of property services including block management, commercial, residential, and financial services. We manage over 15,000 residential and commercial units in different mixed-use schemes across 130 locations in London, with a combined portfolio worth £10 billion. In addition to this, we have one of the largest teams of qualified chartered surveyors and valuers in London and provide a whole range of services for corporate and private clients. Our employees are at the heart of our business and help to drive our success by supporting each other and providing exceptional service with care in order to achieve the right results with integrity. We pride ourselves on working in collaboration and valuing experience as well as encouraging new thinking.

You will report into our Block Management Director.

Responsibilities of an operations manager include:

  • Work closely with the Group Client Liaison department regarding any complaints or feedback relating to the Block Management division
  • Responsible for overseeing the block management complaints handling procedure and ensure all complaints are resolved within the agreed timeframes
  • Support the team with minor complaints handling, guiding them on best practice customer service and ensuring satisfactory resolution
  • Provide complaint summary to the Property Redress Scheme, with the support of the Group Client Liaison Team, and liaise with them in respect of referred matters
  • Responsible for enquiries and contact with the Information Commissioners Office relating to block management data matters
  • Develop relationships with team members across the division to introduce best practice in terms of processes and customer service
  • Identify training needs across the department as a result of process issues, customer feedback or complaints
  • Provide group and one to one training where needs are identified

At KFH we are looking for an operations manager with solid experience of working within the Block Management, an individual that offers outstanding communication, and someone who is passionate about delivering excellent customer service to all of our clients whilst achieving the right results and enhancing our reputation.

In-House benefits:

  • Discounted legal fees and searches when using our in-house team for sales and purchases
  • Complementary mortgage service arrangement
  • Reduced fee when you sell your property with us
  • Financial support in gaining qualifications

Additional earning potential, commission earnt on:

  • Employee referral scheme
  • Block Management referrals
  • Survey referrals

Company benefits include:

  • Medicash – healthcare insurance
  • Travel insurance (optional benefit)
  • Dental insurance (optional benefit)
  • Life assurance
  • Beauty and fitness discounts
  • Restaurant and cinema discounts
  • Charitable giving
  • Employee Assistance Programme
  • Through KFH’s dedicated Talent Development team you will have access to a range of in person and online training programmes that will support you in your role and in your longer-term career development

Each year we celebrate success by hosting a companywide Awards Ceremony, also we have many seasonal social events throughout the year. We also have regular involvement with our chosen London-based charity, London Youth. Activities vary from cake sales to Tough Mudder to marathons and we encourage our employees to participate. We pride ourselves in fantastic customer service, exceptional communication and delivering the right results.

KFH is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees.

KFH. People. We get it.

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