The Knight’s mission is to provide peace of mind to owners corporation members. Delivering a seamless and consistent client experience is the only way to achieve this and it is our foremost focus.
We’re excited to share an important update to our leadership structure – one that reflects our commitment to delivering you outstanding service, while strengthening our foundations to ensure that excellence is ongoing.
As the industry evolves, we know that having the right structure – and the right people in the right roles – is essential to supporting our clients with clarity, responsiveness and confidence. With this in mind, we’ve introduced three key leadership roles, each focused on a core pillar of the business: strategic direction, client experience, and internal operations.
We also want to acknowledge that at times, aspects of our service haven’t met the high standards we set for ourselves – or those you rightly expect from us. Whether that’s been in response times, clarity of communication, or consistency of delivery, we’ve heard your feedback. This change is a direct response. It’s about building the leadership capacity to address those challenges head-on and ensure we’re better equipped to support you.
Building a Stronger Foundation
These changes represent the next – and most impactful – phase in a broader transformation that’s been underway for the past six months. During this time, we’ve implemented significant changes to improve how we support our clients and our teams:
Launched a new operating model, including the creation of our Client Support Team and three new dedicated roles: Client Support Manager, Client Support Coordinators, and Client Support Officers. We’ve welcomed seven new Melbourne-based hires, expanding the team to 11 and significantly strengthening our frontline support.
Redefined our Owners Corporation Associate Manager role to better align with the needs of our Owners Corporation Managers and clients, including greater responsibilities and improved support structures.
Implemented detailed reporting and tracking of key client touchpoints, giving us greater visibility, enabling benchmarking, and allowing us to identify and act on opportunities for continuous improvement.
This has set the foundation for service that’s more responsive, dependable and forward-thinking. Today’s announcement builds directly on that progress. Read more…