Job Title: Associate Director
Location: Islington (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

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Full oversight and development of central services functions, including:

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Assistant Property Management service (supporting larger brands)

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Central Administration team - managing inbound communications, complaints, and first-touch resolution across supported brands

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Mobilisation - operational onboarding and offboarding of properties

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Maintenance and Major Works

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Procurement - contractor management and optimising value from the contractor base

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In-house facilities - facility management of office network and related administration

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Drive continuous improvement in communication channels and customer service, implementing technical or process-led solutions

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Management of KPIs, effective reporting, and follow-through actions across service delivery

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Support heads of property in project activity across property management

Essential Skills

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5+ years' leadership experience in a service environment, including team and staff development

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Service management or operational experience within the property sector

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Experience in high transactional volume environments

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Strong working knowledge of relevant technology (proptech applications, CRM, omnichannel communications, AI)

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Effective collaboration and communication skills with multi-level stakeholders

Bonus Skills

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Experience within a large property managing agent

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Exposure to process and/or technology transformation

Benefits

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Hybrid working (2 days in office, 3 days remote)

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Competitive salary and bonus structure

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Generous holiday allowance

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Pension scheme

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Learning and development opportunities

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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