POSITION | Customer Experience Specialist
HOURS OF WORK | 9.00am to 5.30pm
LOCATION | Local Office (with travel to all Vegner Group offices)
DIVISION | Customer Experience
QUALIFICATION LEVEL | Member TPI (or equivalent)
Company Profile
The Vegner Group is a property service group established in 1991. With over 30 years' experience the business specialises in the management of blocks of flats and offers other related services such as insurance broking, lettings management, surveying, company secretarial and the provision of concierge staff. The group has revenues of approximately £46m and has over 500 employees, 100 of which are based at clients' buildings. We also administer the employment (payroll and HR support) for a further 150-200 staff employed directly by our clients.
Headquartered in Richmond the group operates from 18 locations across England. The highest concentration of staff is in the Southeast of England.
Role Purpose
The CX Specialist is responsible for ensuring the highest standards of quality across all aspects of property management operations. This role will lead the company's efforts to continuously improve service delivery, maintain regulatory compliance, and enhance customer experience and expectation. The CX Specialist will develop and implement quality assurance processes, drive performance improvements, and ensure that the company's properties and services meet and exceed industry standards.
This is a 3rd Line Support role within the Customer Experience team and serves as the highest level of customer experience expertise and problem resolution within the support hierarchy. You will primarily handle complex issues that cannot be resolved by 1st Line (frontline) or 2nd Line (specialist) support team members. Your focus is on providing advanced solutions and driving long-term improvements in customer satisfaction.
Primary Responsibilities
- Develop and implement a comprehensive quality assurance strategy that aligns with the company's operational goals and industry best practices.
- Establish and oversee quality control procedures across all property management functions, including maintenance requests, customer experience, client relations and back-office solutions.
- Ensure consistent delivery of high-quality services
- Identify areas for improvement in Property Management operations and Property Solutions and create action plans to address gaps in service, safety, and compliance.
- Collaborate with other Senior Leaders to set performance metrics, analyse results, and lead continuous improvement initiatives.
- Drive a culture of accountability, ensuring that all teams are committed to delivering excellent property management services, adhering to the companies SLA and response times with effective dashboard management.
- Ensure all properties and services are compliant with current Legislation, including safety standards, environmental laws, and Leasehold rights and obligations.
- Monitor regulatory changes and ensure the company's policies and procedures are updated accordingly.
- Coordinate audits and inspections of offices to ensure compliance, addressing any deficiencies with corrective action plans.
- Develop and implement processes to measure and improve customer satisfaction, including tenant surveys, feedback loops, and service response times.
- Ensure customer complaints and service issues are resolved in a timely and effective manner, using feedback to drive improvements in service quality.
- Lead training programs to ensure all staff are equipped with the necessary knowledge and skills to maintain high-quality standards in property management.
- Foster a culture of continuous improvement, empowering teams to take ownership of quality initiatives and develop problem-solving skills.
- Use data analytics and reporting tools to track key performance indicators (KPIs) related to quality, compliance, and customer satisfaction.
- Regularly review KPI reports and performance metrics, presenting findings and recommendations to Director of Customer Experience.
- Identify potential risks to quality standards and develop mitigation strategies to minimise impact on the company's operations and reputation.
By fulfilling these core responsibilities, the CX Specialist will play a critical role in driving operational excellence, ensuring regulatory compliance, and positioning the organisation for sustainable growth and success.
Person profile / Skill set
- Minimum of 8-10 years of experience in quality assurance, operations, or compliance, preferably within property management, real estate, or a related industry.
- Demonstrated success in leading quality initiatives, improving operational performance, and ensuring regulatory compliance.
- Experience of handling cases sent to The Property Ombudsman or other regulatory authority
- Strong understanding of property management operations, including maintenance, resident relations, and safety regulations.
- Excellent knowledge of quality control systems, auditing, and compliance processes.
- Strong knowledge and experience of Dwellant management portal
- Proven ability to analyze performance data and implement effective quality improvement plans.
- Strong leadership and team management skills, with a proven ability to inspire and engage cross-functional teams.
- Exceptional attention to detail and commitment to upholding high-quality standards.
- Strong problem-solving skills, with the ability to identify root causes and implement lasting solutions.
- Excellent people and communication skills, both written and verbal, with the ability to present complex information clearly and persuasively.
- Ability to manage multiple projects simultaneously in a fast-paced, results-driven environment.
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
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