Job Title: Client Success Manager Location: Reading Brand : Romans Salary: up to £46,000 OTE Hours: Monday to Thursday 8:30am to 5pm, Friday 9am to 5pm About Romans : Romans, founded in Bracknell in 1987, are one of the largest and most respected property groups in south-east England. In 2016 we joined forces with our sister company Leaders, and since then more respected brands have joined forces with us so now, we have a combined UK network of over 215 estate and letting agencies, known as the Leaders Romans Group. 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 200 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 Reporting to the Corporate Lettings Operations Manager, this is an exciting opportunity to work alongside the growing Corporate Lettings team based in Reading. This role will be responsible for managing and developing a team of Property Managers and ensuring the smooth running of the corporate portfolio. K ey 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 Client Manager Team Leader 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: Outstanding communication and interpersonal skills Excellent time management and organisational skills Skilled in negotiation and basic project management The ability to demonstrate property management background Experience in the lettings industry is essential – minimum of 3-5 years’ experience at manager level. ARLA / RICS /IRPM qualifications are preferred. IT literate with good working knowledge Microsoft Office applications Knowledge of Propco system is beneficial but not essential 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 Hybrid working policy Benefits: Competitive base salary and Commission structure Salary sacrifice pension scheme Generous Holiday allowance, increasing by 1 day per year based on service Excellent Parental leave and newly introduced Fertility policy Staff discounts Leaders Romans Group 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 or commitment to excellence in the Real Estate Industry. Leader Romans Group d oes 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’s or candidate referral from Recruitment agencies, and any such submissions will not be considered.