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Operations Coordinator, Kensington

Date: 07-Oct-2021

Location: London, GB, W8 4DB

Company: Knight Frank

Reference No 16365 
Job Title Operations Coordinator, Kensington 
Type Permanent 
Salary Range Competitive
Division Residential 
Sub Division London Sales 
Department Central London Operations (10000971) 
Location Kensington - London 


The London Residential sales division is looking to recruit an Operations Coordinator to carry out sales administration and business operations responsibilities in the Kensington office, as well as providing support to the wider London office network and Operations teams.


You will report into the Operations Manager(s) in London Residential sales, with day-to-day input from the Kensington Head of Sales.




Customer Experience

  • Provide an exceptional internal and external customer experience in every interaction
  • Assist in answering incoming calls
  • Maintain a tidy office and reception area
  • Assist Department Head with implementation of Customer Experience initiatives
  • Drive net promotor scores through customer journey improvement initiatives
  • Refer clients to a wide range of KF services including Commercial and the Global network


Sales administration

  • Work with Operations teams to provide a high level of support within agreed timeframes to Department Head, office team and multiple departments to include:
  • Property listings:
    • Create new property activity records
    • Order land registry title checks
    • Register new instructions
    • Create template letters and forms
  • Best Practice
    • Manage CDD process for clients and counterparties 
    • Deliver and adhere to all internal and external compliance & best practise measures and procedures
    • Liaise with clients to obtain necessary documents prior
      to marketing 
    • Ensure correct naming conventions are used on all property files 
    • G:drive organisation and maintenance
    • Ensure office compliance and drive audit pass rate improvements working alongside your Compliance Senior Operations Coordinator when necessary
  • Accounts:
    • Accurate generation of sales invoices
    • Ensure accurate records are maintained on all reports
  • General:
    • Prepare reports for weekly and monthly meetings, MBOs and ad hoc requirements
    • Be a trouble shooter with system processes and procedures
    • Carry out monthly reporting to assist with performance monitoring
    • Mentor new business support team members
    • Demonstrate high competence in all KF systems (Working Life, Hub, Global Life, Power BI, Audit centre, etc.)


Local Marketing

  • Create mailers, property brochures, window cards and pitching materials
  • Arrange and upload EPCs, photos and floorplans 
  • Update property listings
  • Use of internal systems to search and download imagery 
  • Oversee look and feel of office in line with central guidelines 
  • Supply imagery and property information for regional publications and central marketing campaigns working alongside your Marketing Senior Operations Coordinator when necessary
  • Assist with meeting marketing deadlines 
  • Display knowledge of GDPR regulations 
  • Adherence of KF marketing, PR and social media guidelines


HSE and Information Security

  • Display knowledge of ISO regulations and implement in office  
  • Set and implement annual sustainability targets with the assistance of your Compliance Senior Operations Coordinator
  • Ensure all necessary safety checks are completed and logged
  • Ensure all new starters are aware & sent the health and safety protocols and relevant risk assessment
  • Advise teams on office/information security best practice
  • Ensure clear desk & clear screen policies are followed 
  • Follow storage & archive protocols 
  • Ensure confidential files are treated correctly  
  • Liaise & raise security incidents or weaknesses with the Security Analyst
  • Display knowledge of GDPR regulations 




  • Department accounts:
    • Code office invoices
    • Monitor management reporting
    • Ensure accurate performance management records and reports are maintained
    • Assist team with submission of expenses if required
    • Manage petty cash
    • Submit Saturday staff timesheets
  • Facilities:
    • Manage office facilities
    • Arrange works/contractors when required
    • Upkeep and maintain office equipment/IT hardware
    • Order stationery and hardware as required
    • Assist with office refurbishment or relocation programmes


Professional experience and personal skills profile


Particular Aptitudes/Skills Required

  • 3 years+ experience in a similar operations, administration or secretarial role preferred
  • Proficient with Microsoft office packages
  • Flexibility, adaptability and a co-operative attitude
  • Calm under pressure
  • Excellent standard of English grammar and spelling
  • Diligent and efficient
  • Strong attention to detail
  • Self-motivated
  • Team player




To view other vacancies within the Knight Frank Group click here.