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.