Job Description

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 is looking to recruit an Operations Coordinator to join our London Lettings department, supporting our Kings Cross and Islington Offices.

T his position is offered on a 12-month fixed term contract basis.

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
• Maintain a tidy office and reception area
• Assist Department Head with implementation of Customer Experience initiatives
• Help drive net promotor scores through customer journey improvement initiatives
• Refer clients to a wide range of KF services including Commercial and the Global network

Lettings Administration

• Work with Operations teams to help provide a level of support within agreed timeframes to Department Head, office team and other departments
• Create and manage new property records and instructions on our inhouse system
• Ensure HUB records are accurate and maintained
• Order land registry title checks and confirm correct ownership
• Create template letters and forms (Inc. marketing recommendation reports, terms and conditions etc.)
• Liaise with clients to obtain necessary documents
• Organise and upload EPCs, photos and floorplans (with external suppliers)
• Distribute portal enquiries and assist with relocation corporate searches if required
• Assist with preparing reports for weekly, monthly and ad hoc meetings
• Terminate tenancies when instructed

Best Practice

• Assisting with KYC/CDD process for clients and counterparties
• Display knowledge and ensure compliance of best practice
• Ensure correct naming conventions and accurate notes are used on all property files
• Completing monthly reporting (EPC, R2R reports)
• Ensure the correct procedure is followed when handling keys

Finance

• Coding of contractor invoices in Working Life
• Process Joint Agency invoices with accounts
• Display an understanding of accounts systems and processes (statements, ledgers and charges)
• Monitor reporting on Power Bi

HSE, Facilities and Information Security

• Ensure clear desks and clear screen policies are followed
• Follow storage and archive protocols
• Ensure confidential files are treated correctly
• Liaise and raise security incidents or weakness with the Data Protection team
• Adhere to GDPR, data and IT security regulations
• Monitor and keep an accurate record of key storage within office
• Manage and ensure all necessary safety checks are completed and logged on a weekly, monthly and annually basis via a third-party platform
• Arrange works/contractors when required
• Order stationery and hardware as required
• Assist with office refurbishment or relocation programmes
• Display knowledge of ISO regulations and implement in office
• Ensure all new starters are aware and sent the Health & Safety protocols and relevant risk assessments are completed/logged
• Set and implement annual sustainability targets with the assistance of the Health and Safety team

Operations

• Be a trouble shooter with system processes and procedures
• Collaborate with wider teams to support offices as and when required
• Support with new starter and team training
• Contribute to the roll out of new initiatives and projects
• Demonstrate high competence in all KF systems (working life, HUB, QUBE, Global life, NorthRow)
• Help train and support the onboarding process for new teams members within office

Local Marketing

• Create or review property descriptions for new and existing properties prior to launch
• Monitor and update property listings
• Manage any unsubscribe requests in HUB and marketing platforms
• Assist with the organisation of local offices/ sponsorship events
• Supply imagery and property information for publications, marketing campaigns and PR
• Create marketing collateral including property brochures, window cards, advertising mailers and pitching materials
• Adhere to marketing guidelines, regulations and deadlines

Professional experience and personal skills profile :

• 3 years+ in a similar operations, administration or secretarial role preferred
• Proficient with Microsoft office packages
• Flexibility, adaptability and a co-operative attitude
• Calm under pressure
• Excellent standard of English grammar and spelling
• Diligent and efficient
• Strong attention to detail
• Self-motivated and 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.