Role: Reporting to an Associate Director, this position has responsibility for managing a portfolio of customers in Inverclyde, delivering a best-in-class customer service delivery model, whilst adhering to the ‘Newton Way’ customer excellence charter. Main responsibilities :Customer experience & engagemen t :Responsible for the delivery of the ‘Newton Way’ customer excellence charte rBuilding and maintaining relationships with both customers and contractor sResponsible for creating and distributing regular customer communication sConduct regular owners’ meetings, in both individual and group setting sPlan, attend and manage evening AGM’s for portfolio site s Portfolio manageme n t:Responsible for instructing and monitoring both reactive and proactive repai rsManage and co-ordinate customer insurance claims proce ssConduct regular property visi ts Record keep i ng:Ensuring customer records are kept accurately and up to d ate K P I’s:Customer satisfaction (complaints % and survey/intervi ews)Customer response times (% delivery vs tar get) Specific skills, capabilities & requirem ents:Full, clean UK Driving Li censePrevious experience in a customer service-based role, preferably in factoring, lettings or facilities manag ementStrong communi catorAbility to work well as part of a teamProficient using Offic e 365Ability to work to ta rgetsWorks well under pre ssurePrevious experience using a CRM based system is preferable, but not esse ntial Bene fits: Group Life Ins uranceEmployee Loan SchemePension Scheme, including salary sacrifice enhanced pension s cheme.Annual profit-sharing bonusFully paid staff lunch once a monthHour back vo uchersExtra 15 minutes for lunch when it's warm and sunnyComplimentary birthd ay offFree breakfast roll and 12.30pm finish on Bank Holiday we ekendsIn-house coffee m achineAdditional complimentary festive leaveHybrid working available after passing probation periodGroup challenges throughout the year with prizes up for grabsEnhanced parental leave (maternity, paternity, adoption leave)Si ck PayHoliday accrual schemeBereavement leave Salary Package: up to £35,300 (depending on expe rience)