Business Support Coordinator | Cirencester

About The Role

Responsibilities:

• Customer Experience:
• Provide an exceptional internal and external customer experience in every interaction • Assist in answering incoming and outbound calls and welcoming clients, taking accurate information • Manage and coordinate external enquiries and office inboxes to arrange property visits • 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 within agreed timeframes to the Department Head, office team and multiple departments • Create and manage new contacts, property records and instructions on our in-house CRM system for all team members • Order Land Registry title checks and plans • Create template letters and forms • Perform Best Practice and client due diligence on buyers and sellers • Manage our due diligence process and work with our in-house Best Practice and client due diligence team • Deliver and update processes to adhere to all internal and external compliance and best practice measures and procedures • Implement and lead high standards of compliance across data quality, systems, financial processes and audits, working with relevant stakeholders to support best practice • Liaise with clients to obtain necessary documents • Ensure office compliance and drive audit pass rate improvements • Maintain internal digital file organisation and records
• Finance:
• Accurate generation of sales invoices and credit notes • Coding of contractor and office facility invoices • Assist the team with the submission of expenses where required • Provide ad hoc support with timesheets and expenses for Saturday staff and Viewing Assistants
• Health, Safety, Facilities & Information Security:
• Display knowledge of ISO regulations and implement them within the office • Ensure clear desk and clear screen policies are followed • Follow storage and archive protocols • Ensure confidential files are handled appropriately • Liaise with and raise security incidents or weaknesses with the Data Protection Officer • Adhere to GDPR, data protection and IT security regulations • Log and report accidents via the designated third-party platform
• Operations:
• Be a trouble-shooter for system 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 • Support the implementation of new digital projects • Contribute to the roll out of new initiatives • Demonstrate a high level of competence across Knight Frank systems, including Working Life, Hub, Global Life, Power BI and Audit Centre • Manage team diaries accordingly • Provide office cover across both office locations
• Best Practice:
• Follow and adhere to all internal and external compliance and best practice measures and procedures • Manage the client and counterparty CDD process • Liaise with clients to obtain necessary documentation prior to marketing • Ensure correct naming conventions are used across all property files • Maintain G:Drive organisation and file management • Ensure office compliance and drive audit pass rate improvements
• General:
• Prepare reports for weekly and monthly meetings, as well as ad hoc business requirements • Be a trouble-shooter for system processes and procedures • Carry out monthly reporting to support performance monitoring • Demonstrate competence across Knight Frank systems, including Working Life, Hub, Global Life, Power BI and Audit Centre
• Local Marketing:
• Create mailers, property brochures, window cards and pitch materials • Arrange and upload EPCs, photography and floorplans • Update property listings across relevant platforms • Use internal systems to search for and download imagery • Oversee 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 with meeting marketing deadlines • Adhere to Knight Frank marketing, PR and social media guidelines
• What Experience You Will Need:
• 2+ years' experience in a similar operations, administration or secretarial role preferred, but not essential • Proficient in Microsoft Office applications • Flexible, adaptable and collaborative approach • Ability to remain calm under pressure • Excellent standard of written English, including grammar and spelling • Diligent and efficient working style • Strong attention to detail • Self-motivated and proactive • Strong team player with a positive attitude
• 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.
• Provide an exceptional internal and external customer experience in every interaction
• Assist in answering incoming and outbound calls and welcoming clients, taking accurate information
• Manage and coordinate external enquiries and office inboxes to arrange property visits
• 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
• 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 our in-house CRM system for all team members
• Order Land Registry title checks and plans
• Create template letters and forms
• Perform Best Practice and client due diligence on buyers and sellers
• Manage our due diligence process and work with our in-house Best Practice and client due diligence team
• Deliver and update processes to adhere to all internal and external compliance and best practice measures and procedures
• Implement and lead high standards of compliance across data quality, systems, financial processes and audits, working with relevant stakeholders to support best practice
• Liaise with clients to obtain necessary documents
• Ensure office compliance and drive audit pass rate improvements
• Maintain internal digital file organisation and records
• Accurate generation of sales invoices and credit notes
• Coding of contractor and office facility invoices
• Assist the team with the submission of expenses where required
• Provide ad hoc support with timesheets and expenses for Saturday staff and Viewing Assistants
• Display knowledge of ISO regulations and implement them within the office
• Ensure clear desk and clear screen policies are followed
• Follow storage and archive protocols
• Ensure confidential files are handled appropriately
• Liaise with and raise security incidents or weaknesses with the Data Protection Officer
• Adhere to GDPR, data protection and IT security regulations
• Log and report accidents via the designated third-party platform
• Be a trouble-shooter for system 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
• Support the implementation of new digital projects
• Contribute to the roll out of new initiatives
• Demonstrate a high level of competence across Knight Frank systems, including Working Life, Hub, Global Life, Power BI and Audit Centre
• Manage team diaries accordingly
• Provide office cover across both office locations
• Follow and adhere to all internal and external compliance and best practice measures and procedures
• Manage the client and counterparty CDD process
• Liaise with clients to obtain necessary documentation prior to marketing
• Ensure correct naming conventions are used across all property files
• Maintain G:Drive organisation and file management
• Prepare reports for weekly and monthly meetings, as well as ad hoc business requirements
• Carry out monthly reporting to support performance monitoring
• Demonstrate competence across Knight Frank systems, including Working Life, Hub, Global Life, Power BI and Audit Centre
• Create mailers, property brochures, window cards and pitch materials
• Arrange and upload EPCs, photography and floorplans
• Update property listings across relevant platforms
• Use internal systems to search for and download imagery
• Oversee 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 with meeting marketing deadlines
• Adhere to Knight Frank marketing, PR and social media guidelines
• 2+ years' experience in a similar operations, administration or secretarial role preferred, but not essential
• Proficient in Microsoft Office applications
• Flexible, adaptable and collaborative approach
• Ability to remain calm under pressure
• Excellent standard of written English, including grammar and spelling
• Diligent and efficient working style
• Strong attention to detail
• Self-motivated and proactive
• Strong team player with a positive attitude