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

About Us:

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.

Job Summary and key responsibilities

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.

Key Responsibilities:

Quality Assurance & Service Improvement

• 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.

Customer Experience

• 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.

Stakeholder Engagement & Collaboration

• 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.

Reporting & Strategic Support

• 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.

What are we looking for:

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

• Strong understanding of property management processes and customer journeys.

• Experience auditing performance, identifying trends and delivering meaningful improvements.

• Strong analytical skills with the ability to interpret data and translate insight into action.

• Excellent organisational skills with the ability to manage multiple priorities and projects.

• Confident using property management systems such as Reapit, Fixflo or similar platforms.

• A proactive approach with strong attention to detail and a passion for improving customer experiences.

What we can offer you:

• Proven track record for career growth and advancement within the company

• Market leading training and ongoing professional development

• Supportive and collaborative team environment

Benefits:

• Competitive salary package

• Quarterly and yearly awards

• Salary sacrifice pension scheme 

• Generous Holiday allowance

LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.

LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.