The face of efficiency: Joanne Cox, Director of Operations
Joanne Cox joined Gateway Property Management at the end of September and is already making her mark. The former Managing Director brings over two decades of broad property expertise to the business, encompassing everything from credit control to build-to-rent projects and managing large portfolios for the likes of major banks and supermarkets, as well as a government body and local authority. At Gateway Property Management, Joanne’s role is to further enhance the company’s processes, enabling even greater growth as the portfolio expands.
Why did you choose to work in property?
I fell into it, really. I spent my school life believing that I would be a concert pianist. When that didn’t happen, I tried lots of different jobs, with property being the first area of work I really enjoyed. I started at the bottom and worked my way up.
What’s your background?
I’ve been lucky since starting out in property 23 years ago. I have always worked in residential property management, but this has covered broad areas, from credit control to relocation and receivership. I’ve managed large portfolios for the likes of the Highways Agency, the Coop, Tesco, Newham Council, Lloyds Bank and the Nationwide Building Society across the UK. I’ve also got experience in block management, the private rented sector and working with developers and architects on build-to-rent projects.
What have been your career highlights?
In the last recession, the UK Government put pressure on banks not to repossess properties. I worked closely with several financial institutions, using the receivership laws with regards to buy-to-let mortgages to bring assets back into the black. We could then return these properties to their owners, rather than having the banks repossess them, leaving individuals in negative equity. Over a three-year period, our new, specialist department successfully managed over 3,000 properties in the UK.
Which key skills do you bring to Gateway?
I’ve always been an organised person, even as a child, and enjoy order in my life generally. This has shaped my career, being drawn to roles that involve setting up new departments, integrating companies and influencing change in growing businesses. I have been accused of possessing a ‘Spock-like’ logic, which has allowed me to analyse an issue without prejudice.
What are your main responsibilities?
My primary role is to review and further enhance the processes at Gateway, supporting even greater expansion of the company’s property management portfolio. Process seems like a dull word, but it can really make a difference. The entire team at Gateway are really enthusiastic about the opportunities ahead and how we can continually enhance the customer experience. Everyone is positive and hardworking, and a joy to work with. I’m also the first point of contact for the associate directors. I look forward to working across the group in due course.
How important is it for a business to continually evolve?
It’s essential, even if you’re leading today. Customer expectations will always evolve and regulation changes frequently. A good property management company must be ready for change and be prepared to adapt if it is to continually deliver the very best service to its clients and customers.
What’s the greatest thing you’ve learned while working in property?
The one time you don’t follow the rules, it will go wrong.
How do you relax after work?
Yoga, walking, catching up with friends, reading, handicrafts and piano playing.
