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CUSTOMER EXPERIENCE TEAM MANAGER • Premier £Competitive Office Based - Macclesfield ROLE OVERVIEW You will lead, grow and inspire our Customer Experience Team, building a high-performing, service-first function that supports residents, clients and colleagues across the Premier portfolio. Drawing on your background managing customer service, helpdesk or contact centre teams, you will set the standard for how we listen, act and resolve with care. This is a pivotal and influential role within the Odevo Group. You will shape our customer strategy, design scalable processes, and embed coaching-led leadership to elevate satisfaction, reduce effort and create a culture where people thrive and customers feel truly heard. ROLE EXPECTATIONS Most days, you will be on the floor with your team in Macclesfield, coaching, supporting live workloads, reviewing dashboards and removing blockers. You will balance operational planning with hands-on problem solving, while partnering with stakeholders across Operations, IT and Finance to improve tools, processes and reporting. You will lead change with clarity, ensuring your team has what it needs to deliver consistent, high-quality service. WHAT SUCCESS LOOKS LIKE • Customer satisfaction and first-contact resolution trend upward, while response and resolution times reduce sus...

Are you an experienced Dialler Manager looking for an opportunity to optimise sales performance within a growing contact centre environment? We are supporting a fast-growing organisation looking for a talented Dialler Manager to take ownership of outbound campaign performance, dialler optimisation and operational efficiency. This is a key role within the business, working closely with Sales Leadership, Operations and Data teams to maximise contact rates, improve productivity and ensure campaigns deliver against commercial targets. You will play a crucial role in managing outbound strategies, analysing performance data and driving continuous improvement across a high-performing sales operation. As Dialler Manager, you will be responsible for managing and optimising outbound campaigns, ensuring the dialler strategy supports revenue growth, advisor productivity and customer engagement. You will use data, reporting and insight to identify opportunities, improve campaign performance and support operational decision-making. Key Responsibilities Manage and optimise outbound dialler campaigns across multiple sales teams. Own dialler strategy including pacing, call allocation, routing and campaign setup. Monitor campaign performance, contact rates, conversion and advisor productivity. Analyse dialler data and provide actionable insights to Sales and Operations teams. Create and maintain performance reporting and dashboards. Support lead m...

SENIOR PROPERTY MANAGER Premier £Competitive, aligned to experience Hybrid / Macclesfield ROLE OVERVIEW We are looking for a Senior Property Manager to join Premier and take ownership of a portfolio of residential developments across our regional operations. This is a senior role within our Estates Management team, combining hands on portfolio management with line management responsibility for Estates Managers and oversight of Estates Coordinators. Working closely with the Regional Estates Director, you will ensure the effective day-to-day management of your portfolio while supporting, mentoring, and developing the managers in your team. You will be a trusted point of escalation for clients, residents, and colleagues alike. This role is based from our Macclesfield office and suits an experienced property management professional who is ready to step into a leadership position someone who sets high standards, develops others, and drives excellent outcomes across a diverse portfolio. ROLE EXPECTATIONS This is a dual focus role: you are responsible both for managing your own portfolio to an above-average standard and for ensuring the Estates Managers in your team are performing effectively and developing professionally. You will be expected to operate with a high degree of autonomy, deputise for the Regional Estates Director when required, and contribute to the continuous improvement of procedures and standards across the team. Travel and work outside of normal hours will be required. The role is Monday to Friday, 09:0017:30, with flexibility as the role demands. WHAT SUCCESS LOOKS LIKE Youll be successful in this role if: Your portfolio is maintained to a consistently above-average standard, with residents and clients receiving proactive, high-quality management The Estates Managers in your team are well supported, well directed, and delivering effectively across their portfolios Service charge budgets are accurate, compliant, and approved within legislative timeframes Contractors are properly managed, with performance monitored and issues escalated appropriately AGMs and resident meetings are well run, minuted accurately, and compliant with company law Freeholder reporting is produced to the highest standard and submitted on time You build trusted relationships with RMC directors, residents, freeholders, and clients HOW YOULL SPEND MOST OF YOUR TIME Most weeks, youll be: Portfolio Management: Visiting schemes within your portfolio on a monthly basis, and additionally as required Providing bespoke monthly updates to each scheme, promoting good management Liaising with RMC directors, residents, contractors and third parties on maintenance and other matters Planning, specifying, tendering and overseeing cyclical maintenance projects and major repairs Preparing and managing service charge estimates and assisting with year-end account audits Arranging, chairing and minuting AGMs, EGMs and resident meetings in compliance with company law Managing insurance claims and ensuring all health, safety and legislative requirements are met Interpreting leases and transfer agreements, and providing confident advice accordingly Reviewing and approving contractor invoices and liaising with the Credit Control team on service charge debt Team Leadership: Providing ongoing support, advice and training to Estates Managers across the team Monitoring EM performance and ensuring compliance with company policy and legislation Regularly attending schemes within EM portfolios to assess standards and provide guidance Supporting EMs with complex matters including major works, lease interpretation and client liaison Reviewing and approving AGM minutes and accounts letters for EMs Managing the production and submission of Freeholder Reporting to all relevant freehold clients Deputising for the Regional Estates Director in their absence Identifying and raising training needs, and contributing ideas for improving procedures Youll work on a hybrid basis, combining home working with site visits and office attendance across your region. WHO THIS ROLE IS FOR This role suits someone who: Has a minimum of three years experience working for a reputable managing agent or in a comparable role Has experience managing a residential portfolio and is ready to take on team leadership responsibility Has in-depth knowledge of service charge accounting, leasehold legislation, and relevant health and safety law Can read and interpret residential leases and provide confident, accurate advice Is confident arranging, chairing and minuting AGMs and other statutory meetings Communicates clearly and professionally with clients, residents, contractors and colleagues Takes a proactive, positive and flexible approach, with a professional and firm manner when required Is highly organised and able to prioritise effectively across a varied and demanding workload It would be advantageous if you also have: An IRPM, IOSH, NEBOSH or degree-level qualification (or equivalent) Experience of leading or mentoring other property managers Familiarity with RICS and ARHM statutory codes and ARMA-Q requirements EXPERIENCE THAT HELPS Residential property management across a mixed portfolio of developments Service charge budgeting, financial reporting and year-end account management Contractor management, procurement and performance monitoring Line management or mentoring of property management professionals In-depth knowledge of leasehold law, including LTA 1985, CLRA 2002, and related legislation Experience preparing and overseeing major works programmes and Section 20 consultations Client and stakeholder management at director, freeholder and developer level Strong written and verbal communication skills, including report writing and formal correspondence WHAT WE OFFER Competitive salary, aligned to experience Annual salary review Up to 25 days holiday + bank holidays, increasing with grade and length of service Birthday leave Buy and sell annual leave (up to one week) Westfield Health cash plan + Westfield Rewards perks platform Fully funded learning and development Support for professional qualifications including TPI, RICS and more Company pension scheme Car allowance for eligible roles Employee referral scheme Enhanced maternity and paternity pay (service-dependent) Volunteer leave ABOUT PREMIER ESTATES Premier is a leading residential property management company with a strong national presence across England and Wales. We manage a diverse portfolio of developments, from landmark city centre apartment blocks and luxury residences to new build estates, historic listed conversions, and sustainable communities. As part of the Odevo Group, we combine the expertise and relationships of a trusted operator with the strength, technology and ambition of an international leader in property management. That means better tools, more opportunities, and a clear path for our people to grow. We are proud members of The Property Institute (TPI) and The Property Ombudsman. Our vision is to be the trusted partner in property management, placing people at the heart of what we do, delivering service excellence through innovation, integrity, and genuine care. If you are looking for a role where you will be trusted, supported and developed, within a business that is ambitious, values led, and genuinely invested in its people, Premier is a great place to build a long term career. HOW WE HIRE Initial conversation with our talent team Interview focused on experience, approach and values alignment We aim to complete the process within two to three weeks and communicate clearly throughout. INTERESTED? Apply with your CV. All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required. A full, clean UK driving licence is essential for this role. Appointment is subject to a satisfactory DBS check. TPBN1_UKTJ

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