Phoebe Knight

Business Expansion & Marketing Support

• Providing support to the CEO and deputising and being the main point of contact for employees in their absence.
• Aligned departmental objectives with overall company goals for unified direction and focus.
• Collaborating with the CEO to develop the broker model scheme within the business. This includes creating business packs, recruiting self-employed brokers, and continuously researching innovative strategies for development and expansion to drive year-on-year growth.
• Collaborating closely with various business streams to maximise our company’s operational efficiency and drive profitability. This includes working with external graphic designers, videographers, and marketing specialists to enhance our overall performance.
• Monitoring performance against targets and KPIs and taking appropriate actions to support employees and colleagues in achieving client engagement, relationships, and advice.
• Representing Vita during meetings, client calls or overseeing the property management whilst maintaining the highest standards.
• Conducting internal audits that range from straightforward tasks, such as managing our keys, to more complex responsibilities involving business compliance. I work alongside Property Mark and participate in our annual audits to ensure we maintain up-to-date certifications, comply with legal requirements for all online and office listings, and that all relevant documentation is properly filed.
• Managing all administrative tasks for the lettings department, ensuring that all Assured Shorthold Tenancies (ASTs), Common Law agreements, Company Lets, Renewals and other contracts are completed thoroughly. This helps minimise re-negotiations and enables us to achieve our target of processing lets within 3 to 5 working days.
• Acting as the conduit for all departments to flow through for compliance, assurance and quality. This is for both internal (staff) and external (clients, contractors and tenants).
• Sourcing, managing, and overseeing contractors and fully managed homes for Property Management. This includes conducting regular inspections and providing advisories for our clients, effectively monitoring and supporting tenants, and managing expectations. Additionally, I ensure that all properties meet compliance and legal requirements.
• Developed and implemented innovative strategies to transform traditional agency methods, fostering a culture of high performance and accountability within the team.
• Led change management initiatives that encouraged proactive mindset shifts and enhanced overall productivity.

CRM Development & Implementation Specialist

• Led the end-to-end development of a high-tech, AI-integrated CRM system from the ground up.
• Managed comprehensive data input and ensured data integrity for seamless system functionality.
• Underwent and facilitated 5 months of intensive training to master full system capabilities and optimise user adoption.
• Collaborated closely with developers to code critical features and implement system-wide enhancements based on evolving business needs.
• Played a key role in continuous system improvements, ensuring the CRM adapted dynamically to operational demands.

• Provided direct support to the CEO throughout the business expansion, including the successful opening of a new office.
• Assisted in coordinating and contributing to marketing strategy meetings to align brand messaging with growth objectives.
• Actively participated in rebranding and design sessions, offering insights and feedback to shape the company’s refreshed visual identity.
• Collaborated cross-functionally to ensure marketing initiatives and branding efforts supported overall business goals.
• Offered thoughtful input and recommendations during decision-making processes, helping drive consensus and strategic direction.

• Responsible for overseeing Hamway’s property portfolio based in NW London of around 650 properties and driving rental growth in line with the current market.
• Conducting all aspects of the Marketing and Letting process for this part of Hamway’s portfolio:
• - Completing end of tenancy checkout inspections.
• - Deposit Returns.
• - Instructing vacant works and gathering quote requests from external contractors to ensure property is in line with property’s current specification.
• - Photographing property to bring to market.
• - Comparable valuation checks prior to listing.
• - Property Descriptions.
• - Measuring and Drawing up floor plans.
• - Representing the Landlord (management group).
• - Meet with prospective tenants and advise thoroughly our procedures as well as legislations that take place prior to letting the property as well as qualifying applicants for affordability.
• Negotiating figures for tenancy agreements, quotes and invoices with all parties which include management if queries are raised for costs of works and applicants if figures do not align with what is asked.
• Liaising clearly with clients, concierge services, external agents and colleagues when advising or querying.
• Communicating with in house departments in regard to legal certificates and ensuring adherence to guidelines prior to moving in - chasing if necessary.
• Oversee a High-End block based in Primrose Hill.
• Discussing and Developing strategies to ensure fair figures/eye-catching marketing with management and directors.
• Undertake tenanted inspections to ensure we stay in line with market figures as well as conducting Vulnerable tenant checks for welfare and to ensure property is safe and tenant is in a good environment.
• Instructing and managing external agents on Vacant Units.
• Establishing and Maintaining relationship with key people including contractors, local councils, external companies which can assist processes.
• Up-keeping relationships with tenants and being point of call if they are unsure where to direct queries.
• Working closely with different in-house departments such as our tenanted management team, administration, repairs team, credit control and associate directors.
• Ensuring there is always written trail to follow up with phone calls whether it be noted on in house systems or via email to allow organisation and fluidity within the business.
• Facilitated smooth occupant changeovers by forwarding meter reading and liaising with utility companies.
• Drafted lease contract and collected deposits from tenants.
• Vetted potential tenants by assessing bank statements, verifying identification, and contacting references.
• Maintained high administrative standards to maximise data accuracy.

• Meeting and Registering New Applicants
• Managing diaries
• Maintaining regular contact with clients, applicants, vendors and landlords whilst noting correspondence and communications
• Work closely with negotiators and heads of departments to identify new business opportunities
• Not only within the company, but reflecting this through marketing and social media
• Managing online property profiles, digital expansion and social media
• This includes creating property profiles to be marketed through property portals, managing Instagram, Facebook, boosting live adverts and rotating front of house window presentations
• This includes continually managing and updating all channels as well as answering potential clients queries within a timely manner
• Drive forward the company’s identification and reflect this appropriately across all media and online channels
• Finance: Raising invoices, paying landlords and contractors, bank reconciliation, negotiating maintenance quotes with landlords and contractors and chasing late rent
• Maintaining Excel spreadsheets to track work and understand future tasks in order to hit deadlines
• Lettings:
• Assisting the department with property management for our fully managed rental properties (around 150 external Landlords), ensuring a quick and safe turn around for tenants
• Renewing contracts, negotiating changes in the contracts and chasing signatures for the agreement
• Adhering to legal requirements, ensuring in date Gas Safety Certificates and Electrical Installation Condition Reports are in place
• Supporting negotiators with workload when necessary
• Sales:
• Adhering to money laundering regulations and retrieving identification for both the marketing of the property and the purchase of a property
• Sending official offer acceptance and memorandum of sale letters
• Actioning price changes and matching out to potential buyers
• Mortgage and conveyancing referrals
• Sales progression with solicitors
• Actioning exchange and completion procedures, this includes raising invoices for solicitors in preparation for completion and releasing keys upon completion as well as gifting buyers and vendors not only as a congratulations but a thank you for working with us which hopefully opens a door in the future for repeat business, Answering client and colleague queries regarding the export date and dispatch date

• Learning the distinctive language within find jewellery such as clarity and hallmarking processing payments orders and returns
• Chasing pending payments before dispatching the jewellery
• Port of call to all staff members in the company regarding orders, system work, customer complaints and timelines
• As the company has different stores and departments that are spread across the UK as well as Germany and France, this always entails a vigilant mindset to stay on top of the influx of emails, calls and dispatch work
• Double checking work through the correct department to make sure each order is fulfilled to the highest quality
• Checking certificates and valuations for the diamonds are intact which is necessary for proof of quality, insurance and verification
• Maintained documents and records to comply with internal policies and external regulations.
• Priced and displayed items clearly and correctly, enabling ease of retrieval for customers.
• Maintained clean, organised working areas to create positive, productive environments with minimal risk.
• Dealt with customer complaints and rectified product and service issues.