Phoebe Knight
Edgware,UK
Summary
A commercially minded property professional with extensive experience across business operations, residential lettings and property management within the London property market. Over the past several years, I have led operational functions across lettings, property management and compliance, while supporting the wider strategic direction and growth of the business.
My experience spans lettings operations, process improvement, systems implementation, compliance governance and the management of high-value residential portfolios, including advising landlords on asset performance, risk management and property enhancement. I possess extensive knowledge of the full tenancy lifecycle, residential lettings legislation and regulatory compliance, ensuring both businesses and clients remain protected within an ever-evolving legislative landscape.
I successfully led the implementation of a company-wide CRM system, overseeing data migration, system configuration, process design, staff training and ongoing development of the platform, and continue to act as the principal point of contact for all operational systems.
Alongside day-to-day operational leadership, I am passionate about improving processes, strengthening client relationships and creating scalable frameworks that support business growth and exceptional service delivery. I am recognised for my commercial awareness, attention to detail and ability to balance operational efficiency with a highly personalised client experience.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work history
Operations Manager | Property & Asset Management
Vita Properties
London
2023.09 - Current
- Lead and oversee day-to-day operations across lettings, property management, compliance and administration functions, ensuring business objectives, service standards and profitability targets are achieved.
- Assume overall responsibility for lettings compliance across the business, ensuring all procedures, Terms of Business, tenancy documentation and legislative requirements remain fully compliant and reflect evolving regulation.
- Manage all aspects of premium property management, including contractor procurement, major works, refurbishment projects, tenancy management, risk mitigation and ongoing portfolio oversight.
- Oversee and manage high-value residential portfolios on behalf of private landlords and investors, ensuring assets are protected, maintained and performing to the highest standard.
- Provide strategic asset management advice to clients, identifying opportunities to improve rental performance, maximise returns and protect long-term property value.
- Lead on complex tenancy matters including ASTs, Company Lets, Common Law Tenancies, tenancy variations, renewals and compliance risk management.
- Manage relationships with landlords, tenants, contractors and external partners, providing strategic advice and ensuring exceptional levels of service delivery.
- Monitor departmental performance against KPIs, producing operational insights and recommendations to improve productivity, client retention and commercial performance.
- Collaborate with senior leadership on business growth initiatives, broker network expansion and wider business development strategies.
- Acquire and onboard new managed properties, advising clients on pre-tenancy works, compliance obligations, presentation, pricing strategy and long-term asset management.
- Lead the mobilisation of newly acquired instructions, coordinating contractors, compliance certification, refurbishment works, inventories and tenancy preparation to ensure properties are market ready.
- Advise the leadership team on operational improvements, identifying efficiencies, implementing new processes and continually enhancing both client experience and internal workflows.
- Oversee quality assurance and conduct internal audits across the business, working closely with Propertymark and external auditors to maintain regulatory compliance and uphold professional standards.
- Maintain ownership of all operational systems and technology, continually reviewing software performance and identifying opportunities for automation and digital transformation.
- Directed a full company-wide CRM migration project, including data cleansing, transfer and implementation of a new operating system, ensuring minimal disruption to business operations.
- Configured and built the new CRM from inception, developing workflows, automations, templates, reporting functions and department-specific processes to improve efficiency and accountability.
- Designed and delivered company-wide training programmes for all staff members on new systems and procedures and continue to act as the primary point of contact for all business systems, troubleshooting and process optimisation.
- Conduct detailed property inspections and provide comprehensive advisory reports to clients, recommending improvements, compliance actions and value-enhancing initiatives.
- Source, instruct and manage specialist contractors and third-party consultants, ensuring exceptional service delivery and cost control across managed portfolios.
- Build and maintain trusted relationships with UHNW landlords, acting as a single point of contact and providing discreet, bespoke property management solutions.
- Oversee complex maintenance and refurbishment projects, managing budgets, timelines and contractor performance to ensure works are delivered on time and to specification.
- Manage sensitive and high-expectation client relationships, balancing commercial objectives with exceptional levels of service and discretion.
- Conduct detailed property inspections and provide comprehensive advisory reports to clients, recommending improvements, compliance actions and value-enhancing initiatives.
- Source, instruct and manage specialist contractors and third-party consultants, ensuring exceptional service delivery and cost control across managed portfolios.
- Manage sensitive and high-expectation client relationships, balancing commercial objectives with exceptional levels of service and discretion.
Vacant Property Manager
Hamway's Ltd
London
2021.09 - 2023.09
- 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.
Co-Ordinator of Sales and Lettings
Alistair Redhouse Estate Agents
Oxford
2020.07 - 2021.09
- 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
Supervisor and Dispatch Controller
Diamonds Factory
Birmingham
2019.04 - 2020.04
- 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.
Education
Bachelor of Arts - Dance
Arts University Bournemouth
Bournemouth 2015.09 - 2018.06
Extended Diploma - Dance
City of Oxford College
Oxford 2013.09 - 2015.06
GCSEs - undefined
Gosford Hill School
Oxford 2008.09 - 2013.06
Skills
Operations & Leadership Property, Lettings & Asset Management Compliance & Governance Systems & Technology Client Services & Communication
- Operations management
- Business Transformation
- Process Design & Optimisation
- Change Management
- Strategic Planning
- Business Growth & Development
- Performance Management & KPI Analysis
- Executive Support & Deputisation
- Prime & UHNW Residential Property Management
- Portfolio Management
- Lettings Operations
- Contractor Management
- Refurbishment & Project Oversight
- Residential Compliance Management
- Tenancy Lifecycle Management
- Landlord & Tenant Relations
- Property Inspections & Advisory Reporting
- Risk Mitigation & Dispute Resolution
- Lettings Compliance & Regulatory Oversight
- AML & Right to Rent Compliance
- Policy & Procedure Development
- Terms of Business & Contract Management
- Regulatory Risk Management
- Propertymark Compliance
- CRM Implementation & Management
- System Migration & Data Management
- Workflow Automation
- Systems Training & User Adoption
- Process Mapping
- Operational Reporting & Analytics
- Business Systems Administration
- Client Relationship Management
- Client Retention Strategies
- Negotiation & Conflict Resolution
- Expectation Management
References
References available upon request.
Timeline
Operations Manager | Property & Asset Management
Vita Properties
2023.09 - Current
Vacant Property Manager
Hamway's Ltd
2021.09 - 2023.09
Co-Ordinator of Sales and Lettings
Alistair Redhouse Estate Agents
2020.07 - 2021.09
Supervisor and Dispatch Controller
Diamonds Factory
2019.04 - 2020.04
Bachelor of Arts - Dance
Arts University Bournemouth
2015.09 - 2018.06
Extended Diploma - Dance
City of Oxford College
2013.09 - 2015.06
GCSEs - undefined
Gosford Hill School
2008.09 - 2013.06