Our client is looking to bring on an Associate Director who will lead and inspire a group of property managers to establish our clients premier customer service model. It involves overseeing the implementation and management of a customer service excellence charter, as well as providing team coaching, development, and training to ensure that our staff possess the necessary competencies to execute our sanctioned procedures effectively.


The ideal candidate may be located in either Inverness or Aberdeen and will be responsible for supervising the staff across both locations.
This position is exclusively dedicated to enhancing the customer experience within these offices, focusing on team management through coaching and professional growth.
Benefits Include:
• Annual Bonus

• Car Allowance

• Complimentary birthday off each year

• Additional complimentary festive leave

• 3 -hour back- vouchers per year

• All expenses paid Summer & Christmas nights out

• Early finish on a Friday

• Group Life Insurance

• Monthly fully paid staff lunch

• Kitchen stocked with essentials

• Group challenges with prizes up for grabs

Responsibilities Include:

• Serve as a consultant to the Head of Property Management in formulating and implementing a customer service excellence framework.

• Provide guidance to the Technical Services Department in establishing operational procedures.

• Evaluate and pinpoint areas for ongoing enhancement efforts that result in elevated customer experiences and heightened satisfaction.

• Act as the initial contact for resolving customer grievances.

• Participate in meetings with property owners and Annual General Meetings alongside property managers to confirm that service standards are being met.

• Offer guidance, mentorship, and evaluations to a team of property managers.

• Assist in the hiring process for team members.

• Craft role descriptions for each team member, consistent with HR policies.

• Conduct interim and yearly goal-setting exercises.

• Carry out interim and annual performance assessments for the team.

• Formulate and execute training programs to optimize team efficacy.

• Facilitate consistent inter-departmental communication.

• Organise routine team gatherings.

• Oversee the team’s financial performance to maintain profitability.

• Meet set out KPI’s.
Requirements:
• 5 years’ property factoring industry experience

• Full, clean UK Driving License

• Strong communication skills

• Skilled in establishing and overseeing objectives for oneself and one’s team.

• Effective in communication.

• Exhibits a problem-solving mindset with an analytical approach to business obstacles.

• Well-versed in the legislative aspects of property management.

• Maintains a pragmatic business perspective, adept at analysing information to form decisions grounded in facts.