Client Account Manager

We are seeking a proactive and client-focused Client Account Manager to join our client’s team, taking ownership of client relationships and supporting the effective recovery of unpaid service charges, ground rents and other arrears. In this role, you will act as the main point of contact for clients and third parties, providing regular updates and ensuring cases are progressed efficiently and in line with agreed service levels. You will build strong relationships with clients, property owners, Solicitors, mortgagees and other stakeholders, while ensuring all cases are handled professionally, sensitively and in accordance with relevant regulations and procedures.

Key Responsibilities

• Client Communication: Respond to email and telephone queries from clients, property owners, Solicitors and mortgagees.

• Caseload Management: Manage an allocated caseload, ensuring actions and deadlines are progressed efficiently.

• Account Management: Calculate client instructions, prepare statements of account and update new instructions on the system.

• Property Documentation: Obtain and review Land Registry documents, including titles, leases and transfers.

• Dispute Resolution: Identify legally valid disputes, respond to Reply Forms and manage disputes through to resolution.

• Payments & Plans: Negotiate payment plans, take card payments and accurately allocate cheque payments.

• Legal Notices: Prepare and serve Section 121 notices in line with required procedures.

• Client Systems: Use client databases to obtain statements, demands, invoices and other relevant information.

• Complaints: Acknowledge and manage complaints, escalating genuine concerns where appropriate.

• Process & Compliance: Follow agreed processes and guidelines, ensuring all required actions are completed accurately.

• Performance & Reporting: Meet individual and team targets while providing regular updates and reports to clients and the Client Care team.

The successful candidate will have:

• Communication: Excellent verbal and written communication skills.

• IT Skills: Confident using Microsoft Office and general office systems.

• Customer Service: Previous experience in a customer service and/or administrative role.

• Dispute Resolution: Previous experience in dispute resolution is desirable.

• Debt Recovery: Previous experience or knowledge of debt recovery is desirable.

Benefits

• 25 days holiday plus 1 additional day for every full year of service.

• Discretionary bonus.

• On-site parking.

• Company Pension.

• Company social events.

• Death in service.

• Progression opportunities.

Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy. Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not been successful. However, we will keep your details on our database, and will contact you when other suitable positions become available