I am responsible for the Connells Group Corporate Lettings Department who offer a UK wide lettings and property management service to major clients such as UK banks, receivers, property consultancies and professional investors who have large property portfolios and require a bespoke management solution.  I also implement new processes when required either by a client or new legislation, ensuring that all processes are adhered to, and meet my clients monthly to ensure that their needs are being met.At month end I prepare a full report detailing all business activity including new tender opportunities which I deliver to the Directors at the Board of Management meeting. I am responsible for reviewing all income and expenditure with the Board, keeping costs to a minimum whilst delivering the optimum service and results to our clients.To promote the business, I have arranged and attended networking events for property professionals throughout the country. Additionally, I have developed strong relationships with a variety of regional and national contractors to ensure that repairs are managed to a high standard whilst obtaining best value in all cases.  During my time in this role, I have been involved in several exciting projects including overseeing the transfer of c.1000 managed units into the department. This involved recruiting and training the necessary staff.2 / 2transferring of funds, deposits, and records, arranging office refurbishments, and writing and implementing new client specific processes.  I have recently opened a block management department and obtained the necessary IT, staffing and software required. To ensure the development of the staff I provide regular training, both in the form of monthly refresher sessions and more structured training workshops.

I was asked to set up and develop this new business function with the aim of procuring corporate property management from banks, building societies, estate agents and developers. To secure contracts, I prepared and presented tailor-made presentations to potential clients and introduced several large and profitable clients to the company, designing bespoke letting and property management packages to suit their varying needs.  I wrote and developed process guides, implemented accounting procedures, and managed the budget. Preparation of Management Information Reports detailing new business generated income, and future objectives, which were presented to the Board.Assessment and acquisition of investment properties on behalf of clients - it was my responsibility to visit site, assess suitability, and negotiate deals on behalf of our clients. Once the acquisition had been successfully completed, I would oversee the handover and the preparation of the properties for let.

In this role, I undertook various responsibilities, including aligning with Property Coordinator duties, supporting my line manager and team in daily office operations, preparing management reports as needed, managing the team in the absence of my supervisor, acting as a point of contact for clients in client meetings, actively participating in Corporate Lettings projects, and addressing any reasonable requests from my line manager. Additionally, I provided Property Management and Tenancy administration support to both clients and tenants, ensuring timely compliance with all documentation and statutory requirements. I also offered support to the team of Property Coordinators and the Client Services Manager, demonstrated commitment to achieving and exceeding targets, emphasised the importance of attention to detail and getting things right on the first attempt, possessed a holistic view of corporate lettings operations, maintained a positive attitude, and conducted monthly one-on-one meetings with team members.

In my role, I focused on serving prestigious corporate cardholders and clients, addressing their inquiries through telephone and email in alignment with established quality and productivity targets. The primary objective was to consistently deliver a superior experience, adding tangible value, and doing so with utmost efficiency and effectiveness, all while upholding exacting standards of client satisfaction.Within this capacity, I took on diverse responsibilities, including serving as the primary point of contact for the overnight team and supervising a dedicated group of cardholder and client servicing associates. I also leveraged my coaching and communication skills to develop and train staff, ensuring their readiness to excel in all aspects of their roles.Moreover, I took ownership of achieving daily and monthly departmental metrics, handling a wide spectrum of cardholder and client queries within a multilingual contact center environment, all while maintaining a high standard of English proficiency. Every interaction was conducted with empathy, positivity, and unwavering professionalism, consistently adhering to departmental policies and procedures.In a fast-paced environment, I adeptly managed multiple concurrent requests characterised by varying complexities and resolution timelines. I actively contributed to special projects and readily embraced miscellaneous duties as assigned, consistently meeting the rigorous data protection requirements while updating bank records.My role was defined by an unwavering commitment to excellence in client service, team leadership, and achieving performance benchmarks in a dynamic, multilingual setting.