Enna Khan joins to oversee operational delivery and development of The Property Ombudsman

The Property Ombudsman has appointed a new director of operations. Enna Khan joins with more than two decades of senior leadership experience spanning operations, customer experience and digital transformation and will oversee operational delivery at the organisation and its continued development.

She previously spent more than nine years at Knight Frank, where she worked as partner for customer experience across its UK residential business.

During her time there, she led a major transformation programme covering 1,300 employees across 70 locations and helped to significantly improve overall customer satisfaction, with its Net Promoter Score rising from -3 to 65, first-time resolution rates increasing from 40% to 90% and complaints falling 40%.

She also oversaw a contact centre, led the introduction of new customer relationship management, repairs management, telephony and artificial intelligence systems and developed performance frameworks to improve services.

Strategic adviser

In addition, she has already 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 said: “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, said: “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.”