The Property Ombudsman has appointed property and customer experience specialist Enna Khan as its director of operations.
Khan (mai picture, inset) will oversee operational delivery at the redress body as it develops its services for consumers and property businesses.
She brings more than 20 years of senior leadership experience spanning operations, customer experience and digital transformation.
Khan previously spent more than nine years at Knight Frank, where she was partner for customer experience across its UK residential business.
CUSTOMER EXPERIENCE
At Knight Frank, Khan led a transformation programme involving 1,300 employees across 70 locations and teams working in sales, lettings, operations, technology, data, marketing and training.
During her tenure, the consultancy’s Net Promoter Score increased from -3 to 65, while first-time resolution rates rose from 40% to 90%. Complaints also fell by 40%.
Khan oversaw a contact centre handling complex and high-volume enquiries and led the introduction of customer relationship management, repairs management, telephony and artificial intelligence systems.
She has also advised property and housing organisations on tenant experience, accessibility, governance, regulatory compliance and engagement with ombudsman services.
Khan says: “The Property Ombudsman performs an essential role in helping consumers and property businesses resolve disputes fairly while using the lessons from complaints to support better standards across the industry.
“My career has focused on bringing people, processes, data and technology together to create services that are efficient, responsive and centred on the needs of customers.”
OPERATIONAL DEVELOPMENT
Andy Clachers, CEO of The Property Ombudsman, says Khan brought together operational leadership, property market knowledge and direct experience of transforming complex customer services.
“She understands how strong systems, engaged colleagues and meaningful customer insight can work together to improve outcomes,” he adds.
“Her experience will be invaluable as we continue to evolve our operations, make our services easier to use and respond to the changing needs of consumers and property businesses.”
The Property Ombudsman is a not-for-profit organisation providing alternative dispute resolution services across the property industry.
It can require member businesses to take remedial action or pay compensation where appropriate.
