Responsibilities:

Customer Experience:

• Provide an exceptional internal and external customer experience in every interaction.
• Assist in answering incoming calls.
• Maintain a tidy office and reception area.
• Assist the Department Head with the implementation of Customer Experience initiatives.
• Drive Net Promoter Scores through customer journey improvement initiatives.
• Refer clients to a wide range of Knight Frank services, including Commercial and the Global Network.

Sales Administration:

• Work with Operations teams to provide a high level of support to the Office Head, office team and the Elmbridge region within agreed timeframes.

Property Listings:

• Create new property activity records.
• Order Land Registry title checks.
• Register new instructions.
• Create template letters and forms.

Best Practice & Compliance:

• Manage CDD processes for clients and counterparties (vendors and buyers).
• Deliver and adhere to all internal and external compliance, best practice measures and procedures.
• Liaise with clients to obtain necessary documents prior to marketing.
• Ensure correct naming conventions are used on all property files.
• Maintain and organise the G:Drive.
• Ensure the office adheres to compliance procedures and achieves a strong audit pass rate.

Accounts:

• Accurately generate sales invoices.
• Ensure accurate records are maintained across all reports.
• Reconcile figures on a monthly basis.

General Administration:

• Prepare reports for weekly and monthly meetings, MBOs and ad hoc requirements.
• Act as an office troubleshooter for system processes and procedures.
• Carry out monthly reporting to support performance monitoring.
• Mentor new Business Support team members.
• Demonstrate a high level of competence across all Knight Frank systems.

Local Marketing:

• Create mailers, property brochures, window cards and pitch materials.
• Arrange and upload EPCs, photos and floorplans.
• Update property listings.
• Use internal systems to search for and download imagery.
• Maintain the look and feel of the office in line with central guidelines.
• Supply imagery and property information for regional publications and central marketing campaigns, working alongside the Senior Operations Coordinator where required.
• Assist in meeting marketing deadlines.
• Demonstrate knowledge of GDPR regulations.
• Adhere to Knight Frank marketing, PR and social media guidelines.

Health, Safety & Information Security:

• Demonstrate knowledge of ISO regulations and implement them within the office alongside the Senior Operations Coordinator.
• Ensure clear desk and clear screen policies are followed.
• Follow storage and archive protocols.
• Ensure confidential files are managed appropriately.
• Demonstrate knowledge of GDPR regulations.
• Accurately log and record waste readings, energy consumption, fire alarms, office drills, risk assessments and contractor visits for maintenance and repairs.

Operations:

Department Accounts

• Code office invoices.
• Monitor management reporting.
• Ensure accurate performance management records and reports are maintained.
• Assist the team with expense submissions where required.
• Submit Viewing Assistant and Saturday staff timesheets and expenses.

Facilities:

• Manage office facilities.
• Arrange contractors and maintenance works as required.
• Maintain office equipment and IT hardware.
• Order stationery and hardware as required.
• Assist with office refurbishment or relocation projects.

Particular Aptitudes & Skills Required:

• Minimum of 2 years' experience in a similar operations, administration or secretarial role.
• Proficient in Microsoft Office applications.
• Flexible, adaptable and collaborative approach.
• Calm under pressure.
• Excellent standard of written and spoken English.
• Diligent and efficient.
• Strong attention to detail.
• Self-motivated with a proactive approach.
• Strong team player.

Competitive salary

Please note: this is a Direct Search led by Knight Frank. Applications from recruitment agencies will not be accepted nor will fees be paid for unsolicited CVs, even if provided by PSL agencies.