As our client expands, they are looking for a vibrant person to join their team as Operations Manager. This is a full-time role, working Monday to Friday 08.45 -18:00 based in their Cheshunt branch. This is a great opportunity for someone with all round Property experience looking to become an integral part of this great team. 

The Operations Manager is responsible for optimising the day-to-day running of the estate agency business, ensuring systems, processes, compliance, and performance tracking are operating effectively. The role supports department leaders by improving efficiency, visibility, and consistency across the business, without direct line management of Lettings or Sales Managers but assisting the directors with duties to include this. Organisation is the key to success in this role!

Duties & Responsibilities:

Operational Oversight

• Oversee daily operational workflows across the different departments in the business.


• Ensure consistency in processes, systems usage, and service delivery


• Identify inefficiencies and implement improved ways of working


• Act as the central point for operational coordination across departments

Performance & Reporting

• Track and report on KPIs (revenue, pipeline, conversions, voids, arrears)


• Build and maintain dashboards and performance reports


• Provide insight and recommendations to senior leadership


• Highlight risks and opportunities based on data trends 

Process & Systems Management

• Ensure accurate data input and system compliance across teams


• Implement automation and streamline workflows


• Manage relationships with Protech providers and system suppliers

Compliance & Risk

• Ensure the business adheres to UK lettings and sales regulations


• Oversee internal audits and file checks


• Maintain up-to-date knowledge of legislation (Right to Rent, AML, deposit protection, GDPR)


• Support resolution of escalated compliance issues

Customer Journey & Experience

• Map and improve the end-to-end customer journey (landlord, tenant, buyer, vendor)


• Identify service gaps and implement improvements


• Monitor complaints, reviews, and feedback trends


• Ensure smooth inter-department handovers

Financial & Commercial Support

• Support budgeting and forecasting processes


• Analyse profitability across departments and services


• Identify opportunities to increase revenue (fees, ancillary services)


• Monitor cost efficiencies and operational spend

Key KPIs

• Accuracy and timeliness of reporting


• Pipeline visibility and conversion improvement


• Reduction in void periods and arrears


• Compliance audit results


• Process efficiency improvements


• Customer satisfaction / complaint reduction

Skills & Experience Required

• Strong background in estate agency (lettings, property management, or sales)


• Proven operational/process improvement experience


• Strong analytical and reporting skills


• Deep understanding of UK property legislation


• Experience with property CRM systems 


• Highly organised with strong attention to detail 

If you are interested in this Operations Manager position and would like to know more, please email your CV or telephone us on a strictly private and confidential basis.
 
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Due to the number of responses, we receive to our advertisements we are unfortunately unable to respond individually to each applicant. If you do not hear from us within 7 days, you may assume you have not been selected this time - but please apply for anything you feel you are suitable for and thank you for your interest in PEAR Recruitment.

Confidentiality – All communication with us is treated with the upmost confidentiality and you will always be advised if your CV is being submitted to a client.