Dot Dot Dot is an award-winning social enterprise and a different kind of property guardian company. We house property guardians, who do great volunteering, in properties that would otherwise be empty, which benefits residents, property owners and the wider community.
Dot Dot Dot prides itself on great relationships: relationships with clients and with guardians. We recognise that positive relationships are essential to the growth of the company and aim to have high customer satisfaction. We have the objective of doing a great job in every building we are asked to manage and by so doing achieve our mission and achieve positive impact in every community where we work. We currently have a vacancy for a:
Relationship Manager
Full Time
in London
This role is essential in ensuring that clients, guardians and communities receive an excellent service from Dot Dot Dot, by overseeing the lifecycle of both guardians and properties. Our work - by its nature - is hard to predict and you will be ready to manage new contracts and new ways of working, by helping team members to deliver services to a high standard, by proactively building great relationships, and by working directly to handle complex property and guardian concerns.
This role will strongly contribute to Dot Dot Dot’s service delivery in five ways:
- Relationship management of a portfolio of clients and clusters (properties) to a high standard
- Providing direct management and support to Relationship Coordinators and other colleagues to ensure a consistent and high standard of delivery across Dot Dot Dot services
- Line management of Relationship Coordinators
- Supporting the Services Lead and Head of Services to monitor, manage and improve processes within the Services Team
- Contributing to the organisation as a whole including following the quality management system and contributing to continuous improvement and customer focus
Relationship Managers who take on a special responsibility will contribute to the development of systems, resources and in-house expertise in a particular domain. This may include both project work to identify good practice and to develop resources, and also a range of internal advice and mentoring functions to support/embed skills and knowledge across the organization.
Key responsibilities
- Be the lead manager and contact for allocated properties, ensuring that they are mobilised, managed and monitored to a high standard
- Act as an expert on Dot Dot Dot processes and values, providing advice and support to Services team colleagues to implement these in daily work
- Ensure that guardians are safely and efficiently housed, and that proper support and enforcement activities are in place to ensure social impact
- Work with Dot Dot Dot colleagues to ensure that new guardian processes (applications, viewings, signups etc) are happening and that each property is on track to meet contract and revenue requirements and/or that issues are escalated and resolved at an early stage
- Line manage and supervise the work of named Relationship Coordinators, and provide matrix supervision/management to other Services team members as agreed with the Services Team Leader; ensure that work is joined-up for the team, for guardians and across the lifecycle of a property
- Manage client relationships, liaising directly with operational and contract leads at client organisations to maximise effectiveness, customer delivery and new business opportunities
- Manage guardian support and conduct, helping the team to tackle difficulties, and ensuring that Dot Dot Dot balances good customer service with the need to protect its social impact and revenues
- Ensure that Dot Dot Dot's internal processes are followed efficiently and effectively, and in particular that new property and compliance issues are tightly monitored and addressed
- Liaise with, commission and co-ordinate a range of outside contractors/partners as required, acting as the lead/owner of supplier relationships as needed.
- Provide supervision or line-management to remote or part-time members of the Dot Dot Dot team as needed
- Take direct ownership of complex issues such as complex compliance concerns or serious guardian conduct cases, ensuring the best possible resolution and modeling effective problem solving
- Ensure that property set-up and management is carried out in line with agreed budgets, and support managers in controlling and monitoring costs and revenues
SME OR DOMAIN LEAD RESPONSIBILITIES
- Act as the subject matter expert or domain lead for a nominated area of special responsibility (eg Property management, Volunteer Development)
- Work with the Services Team Leader, Head of Services and other colleagues to develop processes and resources relevant to the area of responsibility, helping to ensure that relevant issues are properly addressed across the work of Dot Dot Dot
- Help to devise, implement and oversee appropriate systems for monitoring performance within the allocated area of responsibility
- Advise and support colleagues on related issues, and provide matrix management of related tasks or issues as agreed with the Services Team Leader and Head of Services
- Act as an internal champion for issues/work relevant to the area of responsibility, helping Dot Dot Dot to give these proper consideration during both daily work and during planning and strategic development
Person specification – Skills and experience
- Experience of working in a fast-paced team environment with a changing workload of projects, operational issues or casework. Supervisory or management experience in a similar setting is an advantage.
- Experience of organising contractors, suppliers or external partners to deliver work to tight deadlines (Desirable)
- Computer literate, with experience of MS Office and of cloud applications such as Google/Dropbox. Postholders will receive support and training on use of Salesforce, but some experience of CRM systems is desirable
- Good analytic skills, able to use written and numerical data and to reach structured decisions (Essential)
- Ability to plan and coordinate resources (in house and external) on a short and long term basis across a diverse and dynamic portfolio (Essential)
- Good understanding of customer and client service, with the ability to maintain commercial relationships and to lead effective client conversations (Essential)
- Experience of managing or developing volunteers (Desirable)
- Experience of the housing, facilities or property sector may be an advantage (Desirable)
Note: We are particularly interested in candidates that have a strong interest or experience in these last two areas (volunteer management and property/facility management), and who will consider taking on a special responsibility for developing these elements of Dot Dot Dot’s work.
Person specification – Attributes and personal qualities
- Pro-active problem solver, able to take ownership and drive tasks to completion, seeking support where needed
- A great communicator and team player, passionate about working with others to get things done and willing to provide direction and leadership when needed
- Self-confident, practical, and aware of the needs of others, ready to make decisions and exercise judgement and to communicate decisions with care
- Good attention to detail with a natural instinct to plan ahead and to monitor with care
- Passionate about making a social impact
Job purpose:
Manage our spaces and guardians and act as a senior point of contact for clients. Ensure that clients/guardians receive an excellent service, and that DDD guardians are meeting their volunteering obligations, both through managing the work of Relationship Coordinators (RCs) and through direct ownership of complex or riskier tasks. Supervise RCs and ensure that property and guardian management issues are dealt with effectively and promptly.
Relationship Managers may also take on a special responsibility, acting as an in-house expert/champion for an operational theme. During this period of recruitment, we are particularly interested in candidates to help us develop our work in volunteer development and in the technical aspects of property/facility management.
Responsible for:
Line managing Relationship Coordinators, and providing supervision and support to other team members in their operational roles. This will include permanent team members based at the Dot Dot Dot office, and a range of occasional and remote team members.
Working pattern:
37.5 hour working week. Working pattern will be within the standard Dot Dot Dot office hours Monday to Friday – these are 0800 to 1800 in our office in Stratford, East London
Salary:
From £26k, depending on experience and skills
Special Requirements:
Occasional evening work – for example for community meetings, events, networking events, and a limited amount of on-call availability
How to apply
To apply, please complete and download this application form.
Each of these positions is a full time, permanent post, but we are open to applicants with short term availability seeking an interim or short term position. Please indicate this on your application.
Applicants can be considered for more than one position based on a single application. Please review the organogram to see how the roles relate to one another. Please list the relevant positions on your application, and we will be happy to discuss the most appropriate match either before or as part of the selection process.
Please send your completed application form and CV (or Linkedin profile link) to recruitment@dotdotdotproperty.com
TransparencySocial InnovationDevelopment Dot Dot Dot seeks Relationship Manager Dot Dot Dot prides itself on great relationships: relationships with clients and with guardians. English Dot Dot Dot Property https://dotdotdotproperty.com
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