Client Portfolio Director

Job Description

Shape the Future as a Client Portfolio Director: Elevate Client Satisfaction and Operational Excellence!Ready to take the reins in steering client satisfaction to new heights Homes for Students is on the lookout for a visionary Client Portfolio Director to lead a team of Portfolio Managers, ensuring the successful operation of major clients portfolios. Thiskey role focuses on delivering exceptional operational performance, best practices, and outstanding communication, driving satisfaction and success for both clients and Homes for Students. The role is home-based but will require national travel to supportyour team of Portfolio Managers.About Us: At Homes for Students, were creators of memorable homes for students, going beyond mere accommodation. Our mission is to excel in delivering exceptional accommodation experiences, and we believe that thriving clients lead to ourown success. If youre a strategic leader with a passion for exceeding goals, we invite you to shape the future with us!What Were Looking For: We seek a dynamic leader with proven experience, innovative problem-solving skills, and a strategic mindset. As the Client Portfolio Director, you will drive high-quality customer-centric service, influence salesperformance, and ensure exceptional health and safety standards across the portfolio.Key Responsibilities:

• Lead and motivate a team of Portfolio Managers responsible for client relationships and property management.
• Own and be accountable for client relationships and operational excellence within portfolio properties.
• Manage KPI performance through supportive and inspiring leadership.
• Ensure client expectations are not only met but exceeded through exceptional performance and proactive communication.
• Drive operational performance, establish clear goals and priorities, and develop a high-performing team.
• Set and manage standards through planned visits, audits, coaching, and constructive meetings.
• Conduct regular business review meetings to ensure client satisfaction and service performance.
• Own the annual budgeting process for each portfolio client.
• Proactively suggest enhancements to the asset and contribute to asset management plans.
• Lead and manage Health & Safety Audit and Fire Risk Assessment processes.
• Monitor financial performance through monthly reviews and annual budget processes, identifying areas for improvement.
• Work closely with all departments, intervening when necessary to ensure client satisfaction.
• Lead on major incidents, initiatives, or projects driven by the client.
• Conduct client satisfaction surveys and reviews.
• Maintain the central Client CRM database (Pipedrive), recording key client communications and ensuring strong communication within the business.
• Develop and host a Client Hospitality Strategy, including internal and sector engagement events.
• Review competency levels and training requirements within the team, raising performance through coaching/feedback and performance management.

What We Offer:

• Generous holiday package: 25 days, plus bank holidays, for work-life balance.
• Car Allowance to support your commute.
• Bonus Scheme to celebrate your success.
• Enhanced family leave packages for the important things in life.
• Exclusive retail discounts to make your money go further.
• Celebrate your birthday with a well-deserved day off.
• Car leasing scheme for a comfortable commute.
• Cycle-to-work scheme to stay active and eco-friendly.
• 2 charity days per year to make a difference in the community.
• Life insurance for peace of mind.

Next Steps: To apply, review the attached job description and complete the short application form. Deadline for applications is Thursday, 18th January at 4 pm. The interview process will consist of two stages, 1 face to face interview anda second interview which will require you to facilitate a presentation. Details of the presentation will be provided after 1st stage interview.At Homes for Students, we embrace diversity and are committed to fostering an inclusive workplace. We welcome applications from all backgrounds and communities and are happy to discuss any reasonable adjustments you may need.If youre ready to shape the future of client satisfaction and operational excellence, apply now and become a key player in delivering outstanding service!