Who are we

Founded in 1896, Knight Frank was registered as Knight Frank LLP a Limited Liability Partnership, on 3 November 2003, registered in England & Wales at 55 Baker Street, London, W1U 8AN with the registered number of OC305934. Headquartered in London, UK, Knight Frank is one of the world's leading independent real estate consultancies. We work responsibly in partnership to enhance people's lives and environments in over 50 Markets, 600+ Offices, 20,000+ People, 1 Global Network.

At the heart of all we do are our Clients. A relationship built on trust is vital. As trusted partners in property, we act with integrity and care, understanding our clients’ unique needs and consistently thinking about the bigger picture to provide personalised, clear and considered advice across all areas of property. Through our deep understanding of key markets and sectors – both emerging and established – we are dedicated to meeting and exceeding their property goals.

A true partnership is a balanced one, and our People are passionate about, and committed to, making our business inclusive and diverse. We give every individual the space and opportunity to perform at their best and be recognised for the immense value they bring. We empower everyone to have autonomy in their role and encourage them to use their voice in how we can make a positive impact as a firm and shape the future of real estate, the built environment and the impact on the communities we serve. Our collaborative and engaged teams provide excellent and dedicated client service. In our workplace, opinions are respected, everyone is invited to contribute to the success of our business and innovation, and new ideas are celebrated.

In 2021 we celebrated our 125th anniversary and set out Our Desired Future, cemented in three pillars: People Potential, Client Centricity and always Creating our Future, together. Learn more about what sets us apart here.

About The Role

Knight Frank are seeking an Operations Coordinator to join the Regional Residential Development division, supporting the South East Land & New Homes team based in Guildford.

This role combines sales administration and business operations responsibilities, helping to ensure the smooth and efficient running of the team.

Reporting to the Partners and Department Heads, as well as the London-based Operations Managers, you will play a key role in supporting day-to-day operations and delivering an excellent service to both internal and external stakeholders.

This position is offered on a part-time basis.

Responsibilities:

Customer Experience

• Provide an exceptional internal and external customer experience in every interaction.
• Assist in answering incoming and outbound calls and welcome clients, taking accurate information.
• Manage and coordinate external enquiries and office inboxes to arrange property visits.
• Maintain a tidy office environment.
• 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 within agreed timeframes to the Department Head, office team and multiple departments.
• Create and manage new contacts, property records and instructions on the in-house CRM system for all team members.
• Order Land Registry title checks and plans.
• Prepare and manage reservation forms, terms of business, conflict of interest documentation and marketing declarations via DocuSign.
• Conduct best practice and client due diligence checks for buyers and sellers.
• Manage the due diligence process and work closely with the in-house Best Practice and Client Due Diligence team.
• Ensure compliance with all internal and external best practice measures, procedures and regulatory requirements.
• Lead and maintain high standards of compliance across data quality, systems, financial processes and audits.
• Liaise with clients to obtain necessary documentation.
• Ensure office compliance and drive audit pass rate improvements.
• Maintain internal digital filing systems and organisation.
• Keep G-Drive up to date and communicate changes to wider teams.
• Maintain EFCs for all instructions.
• Report weekly figures and footfall.
• Maintain and update price lists and distribute them to relevant Knight Frank offices.
• Support the Department Head by compiling and inputting development data into pricing exercise templates.
• Organise business generation events, meetings and lunches.

Finance

• Accurately generate sales invoices and credit notes.
• Manage bad debts, work in progress reports and monthly fee reconciliations.
• Apply proactive commercial awareness to office finances and variances.
• Code contractor and office facilities invoices.
• Monitor management reporting.
• Assist with the submission of expenses when required.
• Collate and submit commission payments for the sales team.
• Coordinate sales team commission submissions.

HSE, Facilities & Information Security

• Maintain office equipment, appearance and IT hardware.
• Order stationery and hardware as required.
• Advise teams on office information security best practice.
• Ensure clear desk and clear screen policies are followed.
• Follow storage and archive protocols.
• Ensure confidential files are handled correctly.
• Liaise with and raise security incidents or weaknesses with the Data Protection Officer.
• Adhere to GDPR, data protection and IT security regulations.
• Log accidents and report them via the relevant third-party platform.

Operations

• Act as a trouble-shooter for systems, processes and procedures.
• Provide feedback to relevant stakeholders on the performance of systems and processes.
• Collaborate with the wider business support community to support offices as required.
• Assist with the implementation of new digital projects.
• Lead and coordinate the rollout of new initiatives.
• Produce monthly reporting to support performance monitoring.
• Mentor, train and support new team members through the onboarding process.
• Demonstrate strong competency across Knight Frank systems, including Working Life, Hub, Global Life, Power BI and Audit Centre.
• Ensure accurate performance, holiday and absence records are maintained.
• Manage team diaries as required.

Local Marketing

• Create marketing collateral, including property brochures, window cards, advertising mailers and pitching materials.
• Produce sales support materials, appointment schedules and briefing documents for open house and launch events.
• Organise EPCs, photography and floorplans with external suppliers.
• Manage and update relevant social media channels.
• Liaise and collaborate with the Regional Marketing and Senior Operations Coordinator.
• Update property listings across internal and external property portals.
• Ensure adherence to marketing guidelines and regulations.
• Supply imagery and property information for regional publications, central marketing campaigns and PR activity.
• Become proficient in internal systems used to produce, search and download imagery.
• Maintain the appearance of the office in line with central brand guidelines.
• Meet all marketing deadlines.
• Create and distribute email marketing campaigns (EDMs) and monitor campaign performance.

Essential Skills & Experience:

• 2+ years' experience in a similar operations, administration or secretarial role preferred.
• Proficient in Microsoft Office applications.
• Excellent standard of written and spoken English, with strong grammar and spelling.
• Strong attention to detail.
• Diligent and efficient.

Personal Attributes:

• Flexible, adaptable and collaborative approach.
• Calm under pressure.
• Self-motivated and proactive.
• 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.