A senior property and customer experience specialist has been appointed Director of Operations at The Property Ombudsman.
Enna Khan joins the scheme with more than two decades of senior leadership experience spanning operations, customer experience and digital transformation.
She will oversee operational delivery at the organisation, helping it to strengthen its service for consumers and property businesses while supporting its continued development.
Khan previously spent more than nine years at global property consultancy Knight Frank, where she was Partner for Customer Experience across its UK residential business.
She led a major transformation programme covering 1,300 employees across 70 locations, bringing together teams working across sales, lettings, operations, technology, data, marketing and training.
During her tenure, overall customer satisfaction increased significantly, their Net Promoter Score rose from -3 to 65, first time resolution rates rose from 40 per cent to 90 per cent and complaints fell by 40 per cent.
Khan also oversaw a contact centre handling complex and high-volume enquiries, led the introduction of new customer relationship management, repairs management, telephony and artificial intelligence systems and developed performance frameworks to improve services.
She has also worked as a strategic adviser to property and housing organisations, providing guidance on tenant experience, accessibility, governance, regulatory compliance and relationships with ombudsman services.
She 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.
“Having led operations, customer experience and digital transformation within large and rapidly growing organisations, I understand the importance of listening carefully, identifying the causes of service problems and supporting colleagues with the tools and systems they need to resolve them.
“I am looking forward to applying that experience at The Property Ombudsman and helping the organisation continue to develop a trusted and accessible service that delivers fair outcomes.”
Andy Clachers, chief executive officer of The Property Ombudsman, adds: “Enna brings an excellent combination of operational leadership, property industry knowledge and first-hand experience of transforming complex customer services.
“She understands how strong systems, engaged colleagues and meaningful customer insight can work together to improve outcomes. 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 not-for-profit Property Ombudsman provides alternative dispute resolution services for consumers and property businesses and can direct businesses to take remedial action or pay compensation where appropriate.
