Job Title: Corporate Client Success Manager

Location: Reading

Brand: LRG

Salary: Competitive Salary Package

About Us: 

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

Job Summary and key responsibilities 

An exciting opportunity to work with the growing Corporate Lettings team, as a Client Success Manager you will be responsible for maintaining and developing a strong relationship with the client(s). Ensure continued successful management of the portfolio, delivering on the relevant SLAs to retain the client.

Key Responsibilities: 

• Manages a client portfolio according to type, preferences and growth strategy, whilst managing the team of property managers to deliver a 5* star service. (in line with Client KPI measures and company agreed targets.
• Identify and support the coaching and development of the team of property managers
• Conduct individual monthly appraisals with them to ensure they are hitting KPI targets, recording the results.
• Prepare and run morning meetings with the team to set priorities and key focus based on workload, performance, KPI’s and priorities as they arise.
• Meet with clients to assess asset status, needs, risks, goals, and progress.
• Deliver pre-prepared monthly/quarterly central reports and dashboards for KPI reviews with the client.
• Conduct/hold Monthly and quarterly client meetings with a pre-set agenda and ensure minutes are always undertaken, with smartmac actions and feedback to the client.
• Help support, compile and present the client monthly and quarterly dashboards
• Assesses business activity reports and forecasts to ensure clients portfolio is being managed correctly and to the best performance possible, to a minimum of the agreed SLA.
• Studies market trends to advise clients and capitalise on portfolio profitability (such as rent reviews, maintenance spend, etc.).
• Select, approve and supervise the marketing of all client properties with approved estate/letting panel agents and update clients on property statuses and/or any notices, throughout the tenancy lifecycle.
• Coordinates with property managers and other third parties where necessary on any emergency issues and sets priorities to rectify problems.
• Ensure that system workflows, statuses and actions for all standard processes are maintained correctly and compiled in full by the PM team.
• Communicate regularly with the Corporate Lettings Operation Manager senior management and immediately if there was a relationship breaking issue
• Nurtures and maintains professional and positive client relationships, by keeping in regular contact and providing useful insight on the portfolio performance.
• Assesses, documents and monitors the portfolio regularly for legal and health & safety compliance.
• Contributes to team efforts by accomplishing related tasks as needed.
• Ensure KPI’s for the clients are met in line with the company terms of business and SLA (including rent improvement, occupancy level management, , marketing of new and relets are met within best possible time frames, arrears are reviewed and managed).
• Liaise with internal accounts team as necessary to monitor and advise client on accounts functions, arrears performance and action plans as necessary.
• Good understanding of the LRG companies’ values and goals.

What are we looking for: 

Essential 

• Must be working within Property Management and possess a strong background in this area.
• Possess a comprehensive understanding of the current Housing Act and Legislation, such as: Landlord and Tenant Act 1985, Commonhold and Leasehold reform act 2002, Health and Safety.
• Worked and advised on Investment Property Management, Multiple tenure residential property.
• Have the ability and enthusiasm to facilitate learning and deliver training and coaching sessions surrounding the technical aspects of the property management role.
• Attendance of management meetings as required.
• Production of specific reports and management information as required.

Desirable

• Exposure to working on a Regional and National property portfolio, across the UK would be advantageous.

Qualifications

• Experience in the lettings industry is essential – minimum of 4 years’ experience at manager level.
• Leadership and managing through people skills.
• ARLA level 3/4 / RICS /IRPM qualifications are required.
• Skilled in negotiation and basic project management.
• Excellent communication skills.
• Strong time-management skills.
• Detail oriented and highly organised.
• Excellent critical thinking skills.
• Great at building rapport.

Able to work under pressure, set and deliver on deadlines.

What we can offer you: 

• Proven track record for career growth and advancement within the company 
• Market leading training and ongoing professional development  
• Supportive and collaborative team environment 

Benefits: 

• Competitive base salary and Commission structure 
• Quarterly and yearly awards
• Salary sacrifice pension scheme  
• Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year 

LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry. 

LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.