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About the Role
Knight Frank is seeking an Operations Coordinator to join their Wapping Letting team, focusing on enhancing customer experience and providing administrative support.
Responsibilities
- Provide exceptional internal and external customer experience.
- Answer incoming and outbound calls and welcome clients.
- Maintain a tidy office and reception area.
- Assist Department Head with Customer Experience initiatives.
- Help drive net promoter scores through customer journey improvement.
- Refer clients to a wide range of Knight Frank services.
- Support Operations teams within agreed timeframes.
- Create and manage new property records on the in-house system.
- Ensure HUB records are accurate and maintained.
- Order land registry title checks and confirm ownership.
- Create template letters and forms.
- Liaise with clients to obtain necessary documents.
- Organize and upload EPCs, photos, and floorplans.
- Distribute portal enquiries and assist with relocation corporate searches.
- Assist with preparing reports for meetings.
- Terminate tenancies when instructed.
- Assist with KYC/CDD process for clients and counterparties.
- Display knowledge and ensure compliance of best practice.
- Ensure correct naming conventions and accurate notes on property files.
- Complete monthly reporting (EPC, R2R reports).
- Ensure correct procedure is followed when handling keys.
- Code contractor invoices in Working Life.
- Process Joint Agency invoices with accounts.
- Display understanding of accounts systems and processes.
- Monitor reporting on Power BI.
- Ensure clear desks and clear screen policies are followed.
- Follow storage and archive protocols.
- Ensure confidential files are treated correctly.
- Liaise and raise security incidents with the Data Protection team.
- Adhere to GDPR, data, and IT security regulations.
- Monitor and keep an accurate record of key storage.
- Manage and ensure all necessary safety checks are completed.
- Arrange works/contractors when required.
- Order stationery and hardware.
- Assist with office refurbishment or relocation programmes.
- Display knowledge of ISO regulations and implement in office.
- Ensure new starters are aware of Health & Safety protocols.
- Set and implement annual sustainability targets.
- Troubleshoot system processes and procedures.
- Collaborate with wider teams to support offices.
- Support with new starter and team training.
- Contribute to the roll out of new initiatives and projects.
- Demonstrate high competence in all Knight Frank systems.
- Help train and support the onboarding process for new team members.
- Create or review property descriptions for new and existing properties.
- Monitor and update property listings.
- Manage unsubscribe requests in HUB and marketing platforms.
- Assist with the organisation of local offices/sponsorship events.
- Supply imagery and property information for publications, marketing campaigns, and PR.
- Create marketing collateral including property brochures and pitching materials.
- Adhere to marketing guidelines, regulations, and deadlines.
Requirements
- 3 years+ in a similar operations, administration or secretarial role preferred.
- Proficient with Microsoft office packages.
- Flexibility, adaptability and a co-operative attitude.
- Calm under pressure.
- Excellent standard of English grammar and spelling.
- Diligent and efficient.
- Strong attention to detail.
- Self-motivated and team player.
Skills
- Microsoft office packages
- Customer Experience
- Lettings Administration
- KYC/CDD process
- ISO regulations
- Health & Safety protocols
- Marketing collateral creation
- Knight Frank systems (working life, HUB, QUBE, Global life, NorthRow)
Location
- Wapping
Work Type
- Full-time
Experience Level
- 3+ years
Salary/Compensations
- Competitive salary
About the Company
- Founded in 1896, Knight Frank is one of the world's leading independent real estate consultancies, headquartered in London, UK.
- They operate in over 50 Markets with a global network of 600+ Offices and 20,000+ People.
- Knight Frank acts as trusted partners in property, providing clear and considered advice across all areas of property.
- They are committed to making their business inclusive and diverse, empowering individuals and encouraging new ideas.
- Their core pillars are People Potential, Client Centricity, and Creating our Future, together.