Business Support Coordinator | Cirencester

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

The Country Residential sales division are looking to recruit a Business Support Coordinator to join our Cirencester office.

This role will report into the Office Head, with day-to-day input from the Senior Operations Coordinator.

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.