Data Quality & Compliance Manager

To ensure data integrity, compliance, and operational efficiency across all business processes related to property management, lettings, and block management. To oversee data accuracy and ensure the reliability of performance reporting within our MRI Sales and Lettings system and other management platforms. To monitor customer care standards, including call reviews and feedback, conduct regular process audits to identify areas for improvement and quality assurance checks, to ensure adherence to customer care standards. Develop existing processes as well as implementing new robust processes to drive business performance and compliance.

Data Integrity, Accuracy and Reporting:

• Ensure all property, client, and transaction data in MRI Sales and Lettings Software and other management platforms is accurate, complete, and regularly updated.
• Analyse performance reports to identify discrepancies, trends, and areas for improvement
• Perform regular data audits and resolve inconsistencies.
• Work with internal teams to resolve data integrity issues and improve reporting processes.
• Develop data validation processes to prevent errors.
• Generate regular performance audits and compliance reports for senior management review

KPI Monitoring and Reporting:

• Create, monitor, and analyse property and block management KPIs, including occupancy rates, arrears, sales, customer satisfaction, maintenance response times, and compliance checks.
• Prepare regular (monthly and quarterly) reports for management with insights and recommendations.

Quality Assurance and Process Management:

• Conduct routine audits of workflows, client communications, and operational processes to identify areas for improvement.
• Ensure all processes meet legal and regulatory requirements, as well as internal standards.
• Design, document, and implement processes to improve efficiency and reduce errors.
• Conduct periodic compliance audits and risk assessments, reporting findings to senior management.

Customer Care Standards:

• Review customer interactions, including call monitoring, to assess communication quality, professionalism, and compliance with company standards / call scripts.
• Provide constructive feedback and training recommendations to teams based on call evaluations.
• Develop customer satisfaction surveys and analyse feedback for improvements.
• Serve as the primary point of contact for formal complaints, ensuring they are logged, investigated, and resolved in line with company policies.
• Oversee online review platforms and respond professionally to customer feedback, maintaining a positive brand reputation.
• Develop and implement strategies to enhance customer satisfaction and service delivery.
• Collaborate with relevant departments to address recurring issues and implement process improvements.

Compliance Monitoring:

• Ensure processes and procedures comply with industry regulations and internal policies.
• Oversee client communications and contracts to ensure regulatory adherence.

Training and Development:

• Develop training programs to improve staff knowledge on compliance, customer service, and software use.
• Deliver training sessions and create documentation and training materials to support staff development and operational efficiency.
• Recommend and implement improvements to customer service and quality assurance procedures.

Performance Improvement:

• Collaborate with team leaders/managers to streamline processes and improve team performance implement technology solutions to enhance operational efficiency.

Key Performance Measures:

Data Accuracy and Integrity:

• Data Audit Accuracy: Ensure performance reports from MRI Sales and Lettings and other management platforms are accurate and free of discrepancies.
• Data Issue Resolution: Resolve identified data issues promptly and effectively.
• Report Timeliness: Deliver performance and compliance reports within agreed deadlines.

Quality Assurance for Customer communications and Sales Calls:

• Call Evaluation Quality: Assess outgoing communications including sales calls to ensure professionalism, compliance, and customer engagement meet company standards.
• Monitoring Coverage: Regularly review a set number of outgoing communications and sales calls to identify areas for improvement.
• Training and Feedback Implementation: Provide timely feedback and training to staff based on call evaluations.

Customer Care and Complaints Management:

• Complaint Handling Efficiency: Acknowledge and resolve formal complaints within agreed timeframes.
• Customer Satisfaction: Maintain high levels of customer satisfaction following complaint resolutions.
• Online Reviews Management: Monitor and respond to feedback on review platforms to protect and enhance the company’s reputation.
• Complaint Trends: Identify recurring issues and implement measures to reduce repeat complaints.

Compliance and Risk Management:

• Compliance Audit Results: Ensure internal and external audits demonstrate adherence to compliance standards.
• Policy and Procedure Updates: Regularly review and update compliance policies and procedures.
• Training Completion: Ensure all staff complete mandatory compliance training within deadlines.
• Incident Reporting: Log and report compliance breaches and risks promptly.

Process Improvement and Efficiency:

• Process Improvement Recommendations: Propose and implement changes to improve efficiency and service delivery.

System Enhancements: Identify and address inefficiencies in systems and processes as they arise.

Benefits: 25 days holidays plus a day off for your birthday, plus Bank Holidays. Pension scheme, Death in Service, Medical Cash Plan, Employee Assistance Program.

Job Type: Full-time

Pay: Up to £45,000 per annum

Work Location: In person

Application deadline: 31/01/2025