Sam Wickens

As a Property Manager, I was responsible for the effective management of a large residential property portfolio of around 500, overseeing all aspects of property operations, maintenance, compliance, and client relations. I travelled to meet landlords, tenants and contractors across our districts, building strong professional relationships and delivering exceptional customer service. Managing complex client portfolios, I ensured high levels of client satisfaction through regular communication, proactive updates, and the efficient resolution of complaints, resulting in improved client retention and long term business relationships.

I coordinated with cross functional teams, contractors, and landlords to ensure the smooth delivery of property services, maintenance projects, and compliance requirements. Taking a strategic approach to property management, I implemented process improvements that enhanced operational efficiency, strengthened relationship management practices, and reduced service delivery risks across my portfolio. I was responsible for overseeing all reactive, planned, and preventative maintenance works, ensuring repairs were completed promptly, cost effectively, and to a high standard. Detailed records of maintenance activities, contractor performance, and property inspections were maintained to ensure transparency and support informed decision making.

A key aspect of my role involved ensuring full compliance across the property portfolio, including Gas Safety Certificates, Electrical Installation Condition Reports (EICRs), Fire Risk Assessments, emergency lighting, smoke and carbon monoxide alarm regulations, and other statutory requirements. I conducted regular compliance audits and risk assessments to minimise exposure to legal, financial, and operational risks while ensuring all properties met current legislative standards. I also ensured adherence to local and national licensing requirements, including HMO and selective licensing regulations, through rigorous monitoring, audits, and timely renewals. Where necessary, I liaised with local authorities and external agencies to resolve licensing and compliance matters efficiently. By keeping up to date with industry developments, legislative changes, and best practice through continuous professional development, I ensured the portfolio remained compliant, operationally efficient, and aligned with evolving property management regulations.

As a Property Maintenance Coordinator, I managed a portfolio of approximately 500 residential properties, coordinating all reactive, planned, and preventative maintenance activities to ensure high standards of property upkeep and tenant satisfaction. I maintained strong relationships with landlords, tenants, contractors, and landlords acting as the primary point of contact for maintenance related enquiries and ensuring issues were resolved efficiently and within agreed service levels. By effectively scheduling repairs and overseeing contractor performance, I improved productivity, reduced response times, and ensured works were completed to a high standard and within budget.

I supported budget planning and cost control measures by obtaining competitive quotations, monitoring expenditure, and identifying cost effective maintenance solutions without compromising quality. Through regular property inspections and proactive maintenance planning, I identified potential issues at an early stage, helping to prevent costly repairs, minimise property downtime, and protect landlord investments. I ensured full compliance with health and safety legislation, risk assessment procedures, and industry standards, contributing to a safe environment for tenants.

Accurate record keeping formed a key part of my role, and I maintained detailed documentation of maintenance works, contractor reports, compliance certificates, and property records to support transparency and regulatory requirements. Working closely with senior management, I contributed to the achievement of departmental objectives, service improvements, and performance targets. I also coordinated knowledge sharing initiatives within the team, helping to improve performance, strengthen communication, and enhance overall service delivery. Additionally, I managed relationships with specialist contractors for complex repairs and successfully resolved tenant and landlord issues, supporting positive stakeholder relationships, high retention levels, and the smooth operation of a large and diverse property portfolio.

Delivered exceptional customer service in a fast-paced health and fitness environment, supporting members across the gym floor, reception, and café operations as required. Acted as a welcoming and professional first point of contact, handling member enquiries, bookings, and reception duties while maintaining high standards of customer care. Assisted with café operations, including operating tills, taking orders, and serving customers. Conducted personalised fitness assessments, developed tailored training programmes, and delivered engaging group exercise classes to support members in achieving their health and fitness goals. Built strong relationships with clients through an approachable and supportive manner, encouraging long-term commitment to fitness and wellbeing. Maintained excellent safety standards during all training sessions and fostered an inclusive environment that catered to a diverse range of fitness needs. Recognised for outstanding performance through four Staff Star of the Month awards and a Staff Star of the Year nomination, reflecting a consistent commitment to service excellence, teamwork, and member satisfaction. Stayed up to date with industry developments and shared best practices with colleagues to enhance the overall member experience.

Developed strong customer service, communication, and multitasking skills within a busy restaurant environment, consistently delivering high standards of service under pressure. Demonstrated versatility by supporting multiple areas of the restaurant, including bar operations, customer service, and front-of-house responsibilities. Managed guest enquiries by telephone, handling bookings, amendments, and general customer queries in a professional and efficient manner. Built strong relationships with customers through a friendly and approachable attitude, contributing to repeat business and customer loyalty. Maintained compliance with health and safety regulations, monitored stock levels to ensure availability during peak trading periods, and supported menu development through customer insight and feedback. Worked collaboratively with colleagues to provide seamless service during busy periods, while preparing and serving beverages accurately and efficiently. Effectively resolved customer concerns, ensuring a positive dining experience and maintaining strong customer relationships. Recognised for outstanding performance and commitment to customer service through receiving Employee of the Month on two occasions.