Service Improvement Manager - Property Management

Job Title: Service Improvement Manager

Location: The Meadows, Camberley (Hybrid)

Brand: LRG

Salary
:
Competitive Salary Package

Contract Length: 6-9 Month Fixed Term Contract

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

We are looking for a Service Improvement Manager to join our Property Management team on a maternity cover basis. This role will be responsible for reviewing and enhancing service delivery across the Property Management function, with a strong focus on quality assurance, customer experience and continuous improvement. Working with senior stakeholders and directors the role will use customer insight, performance data and operational reviews to identify opportunities, drive improvements and support a consistent, high-quality service for both landlords and tenants.

• Conduct regular quality audits of Fixflo usage across Property Management teams, identifying opportunities to improve system adoption, workflows, compliance and overall efficiency.

• Review customer journeys from both landlord and tenant perspectives, from initial contact through to resolution, identifying opportunities to improve communication, processes and service delivery.

• Develop and maintain quality assurance frameworks to ensure service standards are consistently achieved.

• Lead service reviews to identify improvement opportunities, reduce avoidable errors, improve processes and embed best practice.

• Analyse operational processes and systems to identify opportunities for automation, efficiency improvements and enhanced customer outcomes.

• Drive initiatives that improve the landlord and tenant journey, ensuring communication is timely, transparent, professional and customer-focused.

• Analyse customer feedback from tenants and landlords to identify trends, recurring themes and opportunities for improvement.

• Review call quality and customer interactions to assess communication skills, and resolution effectiveness.

• Champion a customer-first culture across Property Management teams, promoting accountability, ownership and continuous improvement.

• Identify key customer pain points and work collaboratively with teams to implement practical solutions.

• Work closely with Regional Directors to align service delivery with customer expectations and business objectives.

• Communicate performance insights, customer experience trends and recommendations to key stakeholders.

• Support wider service improvement projects and change initiatives across the Property Management function.

• Produce regular performance reporting, including SLA performance, response and resolution times, quality outcomes and customer satisfaction measures.

• Provide insight and recommendations to senior stakeholders to support decision making and continuous improvement.

• Identify opportunities to improve processes and technology solutions, including Fixflo, to enhance efficiency and customer experience.

• Monitor performance data to identify risks, opportunities and areas requiring additional focus.

• Proven experience within residential lettings, property management, customer experience, quality assurance or service improvement.

• Strong understanding of property…