George Mortley
@georgemortley
Client-focused Customer Success leader driving retention and resolving escalations.
United KingdomWhat I'm looking for
I’m a client relationship professional with over seven years of experience managing complex accounts, senior stakeholder relationships, and cross-functional operations. At Associate Director level, I’ve built long-term trust by communicating directly, taking full ownership, and keeping clients confident.
Most recently, I led a team of Property Managers across large residential and mixed-use portfolios with full accountability for client satisfaction, compliance, and operational performance. I served as a senior escalation point for disputes, service failures, and compliance concerns—resolving cases while protecting long-term relationships.
I also strengthened client outcomes through structured stakeholder reporting at board level, oversight of service charge budgets and major works programmes, and process improvements that reduced delays. I’ve mentored and developed a team of five people, aligning day-to-day delivery with client retention and consistent service across multi-million pound portfolios.
I’m now immediately available for fully remote Customer Success, Account Management, or Client Services roles where I can drive account growth, handle escalations, and deliver proactive onboarding and reporting using tools like Salesforce, HubSpot, Zendesk, and Intercom.
Experience
Work history, roles, and key accomplishments
Associate Director
FirstPort
Jun 2024 - Mar 2025 (9 months)
Led a team of Property Managers across large residential and mixed-use portfolios, with accountability for client satisfaction, compliance, and operational performance. Served as a senior escalation point for complex disputes and service failures, while overseeing service charge budgets and mentoring a team of five.
Property Manager
FirstPort
Oct 2022 - May 2024 (1 year 7 months)
Owned a residential portfolio as primary client contact, managing service delivery, relationship management, and operational coordination. Resolved client and resident matters promptly and maintained strong relationships through proactive communication, structured reporting, and responsive problem-solving.
Property Manager
Rendall and Rittner
Jan 2021 - Nov 2021 (10 months)
Managed a residential portfolio for a leading London managing agent with a high-expectation client base. Focused on service delivery and day-to-day client and resident relationship management.
Property Manager
Encore Estate Management
Nov 2017 - Jan 2021 (3 years 2 months)
Progressed from Assistant Property Manager to full Property Manager, taking independent responsibility for a residential portfolio. Strengthened core client management skills through ownership of day-to-day coordination and client relationship management.
Customer Service Representative
Nationwide Building Society
Mar 2016 - Nov 2017 (1 year 8 months)
Provided front-line customer service in a high-volume financial services environment, handling enquiries and complaints. Supported account management through responsive customer communication and issue resolution.
Education
Degrees, certifications, and relevant coursework
Institute of Residential Property Management (IRPM)
Associate Member, Residential Property Management
Achieved Associate Member status with the Institute of Residential Property Management (IRPM).
ALPH Personal Licence
Level 2 Personal Licence
Completed ALPH Level 2 Personal Licence qualification.
AS Level
AS Level, Business Studies
Grade: Merit
Achieved AS Level in Business Studies (Merit).
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
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