Who We Are

PropCall are an out-of-hours call handling company who deliver a service like no other – we’re disrupting the industry in a way that not only adds huge value to their property management businesses, but also genuinely offers improvements to our clients’ lives. Working with property businesses including residential estate and letting agents, block management firms, student letting companies and developers, we’ve already built a glowing reputation in one of the UKs most financially secure and promising sectors.

The Role

We’re looking for an experienced Client Services Manager to help drive revenue growth through our existing portfolio of 300+ clients, while also ensuring the highest level of client satisfaction. Maintaining strong working relationships with clients is an essential part of our service, so this role is a critical part of our journey to being a market-leading service.

Core Responsibilities

• Manage a portfolio of clients organised by service type and maintain regular contact with them.

• Successfully onboard and mobilise any new contracts that fall within the service type allocated to their portfolio.

• Highlight any risks that may impact the successful delivery of a contract, whilst in mobilisation, to the Head of Client Services.

• Pro-actively highlight service over-use and possible enhancements to existing clients.

• Maximise opportunities to sell additional services to existing clients.

• Conduct and analyse regular reporting of client service usage and areas we can support further.

• Mange client data effectively and correctly.

• Maintain strong working relationships with partner businesses and implement any desired improvements.

• Support the Finance department with ensuring clients pay in reasonable timeframes.

• Act an effective bridge from the Sales department.

• Deliver an industry-leading account management process and ensure client satisfaction is at the forefront of everything PropCall does.

• Act as the first point of contact for any client complaints or expressions of dissatisfaction, ensuring a client focused attitude.

• Build and maintain relationships with clients with the aim of maximising their longevity.

• Pro-actively find ways to improve the client journey.

• Ensure compliance with any relevant legalisation and PropCall’s visions/values.

Experience and Key Skills Required – What are we looking for in our next CLIENT SERVICES MANAGER?

• A minimum of 2 years’ experience within a similar account management role is preferred but not essential.

• Experience within the property management industry is preferred but not essential.

• Leadership : Exhibits traits of a leader, inspiring colleagues and displaying role model behaviour

• Resilience: Maintains performance under pressure and recovers quickly from setbacks.

• Interpersonal Skills: Builds strong relationships with colleagues and clients.

• Advanced Technical Skills: Uses advanced features of office software and tools.

• Strategic Thinking: Contributes ideas to improve processes and strategies.

• Training: Assists in training and onboarding new employees

• Eagerness to Learn: Shows a strong desire to acquire new skills and knowledge.

• Team Player: Works well with others, contributing to a positive team environment.

• Punctuality: Always arrives on time and meets deadlines.

• Basic Technical Skills: Proficient in using office software (e.g., MS Office, email).

• Attention to Detail: Ensures accuracy in work, minimizing errors.

• Communication Skills: Communicates clearly and effectively, both verbally and in writing.

• Initiative: Takes proactive steps to go beyond assigned tasks.

• Adaptability: Adjusts well to changes in tasks and priorities.

• Dependability: Consistently reliable in completing tasks and meeting commitments.

• Organizational Skills: Manages time effectively, prioritizing tasks efficiently.

• Problem-Solving: Identifies and suggests solutions to minor issues.

• Outstanding Customer Service: Provides friendly and helpful support to colleagues and clients

• Confidence: Demonstrates self-assurance in task completion and decision-making.

• Collaboration: Actively participates in team projects and discussions.

• Ethical Standards: Upholds integrity and honesty in all actions.

• Project Management: Begins to manage small projects with guidance.

• Analytical Skills: Analyses data and information to support decision-making.

• Mentorship: Offers guidance and support to entry-level colleagues.

What makes this role stand out?

• An untapped market with virtually no competition

• A proven sales model which has generated an impressive client base to leverage as evidence of quality of service

• Quarterly Work incentives

• Lucrative uncapped commission scheme

• Good basic salary

• No requirement for travel

• Realistic but ambitious growth targets

• Senior management opportunities for the right candidate – we will build a team of BDM’s around a star performer as we grow aggressively

Please note applications without any form of covering letter will be disregarded. We’re looking for someone who is serious about helping us to take things to the next level, so please give us a short overview of why you believe you are that person.

Role reports to: Head of Sales & Marketing