Client Services Manager (Valuations)

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Client Services Manager (Metropolitan Valuations)

London

Full time, permanent with hybrid working at Henrietta House.

About the role

The Client Services Manager is a key member of the Metropolitan Valuation Team supporting its ambitious plans for growth. The role will provide excellent client service through initial fee quoting and instruction processes for new valuation jobs, as well as liaising with the team and clients during valuation workflows to ensure target SLAs are met.

Key areas of focus will be supporting the staffing and resource management of valuers linked to assignment profitability and debt management, as well as underpinning operational initiatives. The individual will work closely with valuers in the team to coordinate day-to-day valuations, and support valuers to meet their individual and wider team financial targets.

The individual will support resourcing on projects, pipeline management and operational improvements. The individual will be responsible for leading the process for resource tracking and allocation across the team, working to ensure the organization meets its business and customer satisfaction goals through effective resourcing as well as commercial contract management.

What you'll do:

• Becoming the first point of contact for valuation quotes and queries for the Metropolitan Valuation Team
• Managing the quotes and admin inboxes to ensure responses are provided within SLAs
• Building positive relationships with clients, namely lenders, panel managers & brokers, through day-to-day communication, potentially attending client events where appropriate
• Providing exceptional customer service, responding in a timely and professional manner, being comfortable speaking with clients by phone/Teams when appropriate
• Providing fee quotes to clients for non-complex instructions using fixed fee scales, and develop knowledge of appropriate fee levels to respond to quotes independently
• Working with the Head of Metropolitan Valuation on complex quoting queries and issues
• Developing knowledge of the valuers within the teams' individual competencies and locations and allocate instructions to the relevant/next available valuer
• Supporting valuers to meet their personal fee targets and the overall team target through job allocation and pipeline planning
• Communicating with valuers to ensure inspection availability trackers are up to date
• Assisting with creating new opportunities on Salesforce and working with the valuation support team in Hyderabad on relevant processes including creating instructions and invoicing
• Assisting valuers in arranging inspections and obtaining further information from clients as required
• Attending weekly team meetings (in-person or remote) and presenting current quote and instruction data
• Tracking valuation pipeline and valuer assignments, capturing data in resource system
• Supporting the Head of Metropolitan Valuation in building efficiencies for the growing team, with a focus on Speed, Quality & Communication

What you'll need:

• Exceptional client service skills
• Ability to build trust and form strong relationships internally and externally
• Accurate and exceptional attention to detail
• Ability to prioritise and proactively act on own initiative and co-ordinate demands efficiently ensuring deadlines are met.
• Outgoing and confident, willing to attend client events if appropriate
• Confident speaking to clients on the phone/Teams when required
• Pro-active with proven experience of working under own initiative
• IT skills (Word, PowerPoint, Excel, MS Outlook)
• Knowledge of, or ability to quickly train for use of internal databases - Eg Salesforce
• Excellent communication skills, both verbally and in writing
• Being "one step ahead", i.e. knowing the team's schedules and who to allocate new instructions
• Being financially literate - being able to support team members to hit their individual and team targets
• Previous experience working in a property valuation/quoting role would be highly advantageous
• Hard working and calm under pressure

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

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