Client Relationship Manager at ANGOR Property Specialists (Pty) Ltd

RESPONSIBILITIES

TAKE-ON PROCESSES

• Attend the first physical meeting with Scheme Executives and assigned Portfolio Specialist after handover from Take-On Department
• Establish relationships with Scheme Executives and act as an escalation point for teething issues with the new Scheme
• Communicate/update Internal Relationship & Support Manager as needed during this process
• Ensure clients, colleagues and external stakeholders receive feedback and information within established timeframes and to established standard

EXIT PREVENTION

• Schedule meetings with Scheme Executive where clients indicate a desire to give notice or request a new Portfolio Specialist to be assigned
• Establish an action list of client requests/demands
• Allocate the building to ICU and be actively involved in its management to establish solutions
• Set up meetings as appropriate
• Plan and present feedback to clients, Internal Relationship & Support Manager and Executive Management within the agreed timeframe
• Close issues on action list- request confirmation letter from Scheme Executives
• Involve Internal Relationship & Support Manager where training/skills development is required

SCHEME ALLOCATION

• Participate in Allocation Committee to nominate Portfolio Specialist for each new Scheme/Scheme requesting a Portfolio Specialist change

CONTRACT MAINTENANCE

• Active involvement in take-on and handover process of new Scheme to identified Portfolio Specialist from the Take-On Dept

QUALITY CONTROL

• Schedule Surveys on each Portfolio Specialist annually, and more frequently on identified Portfolio Specialist/Schemes
• Receive and interpret results from Portfolio Specialists surveyed
• Engage telephonically with at least 2 Chairmen per day, and present a weekly report to Executive Management in this regard
• Establish an action list for improvement areas
• Set up meetings as appropriate
• Plan and present feedback to clients and management within the agreed timeframe
• Close issues on action list – request confirmation letter from Scheme Executives
• Investigate and report on complaints received
• Remain up to date with industry changes and legislation, and update clients accordingly

MEETINGS

• Attend meetings with Portfolio Specialist (8 per month) to observe Portfolio Specialist and assess the quality and standard of meeting
• Provide feedback to Internal Relationship & Support Manager regarding any training required
• Monthly check-in meeting per Portfolio Specialist

GENERAL

• Support to Internal Relationship and Support Manager
• Office attendance of 5 days per 10 working days
• CSOS representation as required
• Recordkeeping
• Any task/duty reasonably assigned by Executive Management

MINIMUM REQUIREMENTS

• Must have completed a minimum of matric and related Paddock’s courses. A tertiary qualification relating to accounting/financial management/property management will be advantageous.
• Must have excellent command of business English as written and spoken language.
• Must have a proven track record of at least 5 years in the Sectional Title and HOA industry, with specific reference to property management. Understanding of CSOS and STSM Acts is essential.
• Must have proven passion for the industry and building relationships with clients, colleagues and stakeholders.
• 2+ Years of client relationship management experience required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Ability to establish and maintain effective and professional working relationships with all role players
• Ability to strive for and maintain a high level of customer focus
• Ability to set and meet targets
• Leadership
• Excellent interpersonal and communication skills
• Effective verbal and listening skills
• Be numerate, have attention to detail and have the ability to work accurately under pressure
• MS Office with a specific focus on Word, Excel and Teams
• Stress management
• Ability to display confidentiality, tact and discretion
• Troubleshooting and problem-solving skills
• Ability to resolve conflict
• Must have sound work ethics, be trustworthy and honest
• Must be flexible and approachable
• Must have the ability to work independently
• Be assertive and conduct yourself with authority