Job Title Associate Director Location Highbury (2 days in office, 3 days remote) Hours Full‑Time Type of Employment Permanent, Full‑Time Company Overview The organisation is a leading property services group delivering management services to over 100,000 homes across England and Wales. Colleagues work across customer‑facing roles, operational teams, and specialist functions in a diverse and dynamic environment. The business operates from multiple UK offices and is part of a larger international group with products and services spanning multiple sectors and geographies. About This Role This is a pivotal position at the heart of the business, accountable for critical supporting functions within property management. The role ensures that teams are effectively supported day‑to‑day and focuses on monitoring and developing the customer journey. Continuous improvement in communication and service delivery, in collaboration with colleagues in technology and transformation, is a key responsibility. Main Duties and Objectives Full oversight and development of central services functions, including:
Assistant Property Management service (supporting larger brands) Central Administration team – managing inbound communications, complaints, and first‑touch resolution across supported brands Mobilisation – operational onboarding and off‑boarding of properties Maintenance and Major Works Procurement – contractor management and optimising value from the contractor base In‑house facilities – facility management of office network and related administration Drive continuous improvement in communication channels and customer service, implementing technical or process‑led solutions Management of KPIs, effective reporting, and follow‑through actions across service delivery Support heads of property in project activity across property management Essential Skills 5+ years' leadership experience in a service environment, including team and staff development Service management or operational experience within the property sector Experience in high transactional volume environments Strong working knowledge of relevant technology (PropTech applications, CRM, omnichannel communications, AI) Effective collaboration and communication skills with multi‑level stakeholders Bonus Skills Experience within a large property managing agent Exposure to process and/or technology transformation Benefits Hybrid working (2 days in office, 3 days remote) Competitive salary and bonus structure Generous holiday allowance Pension scheme Learning and development opportunities Supportive and inclusive work environment Diversity & Inclusion The organisation is committed to fostering a supportive work environment where employees are encouraged to be themselves. Applicants from all backgrounds are welcome, and each application is considered fairly. Contact Matty Stratton | | #J-18808-Ljbffr