Our client is a dynamic team part of global real estate, is seeking an enthusiastic and driven Customer Experience Manager to support the delivery of customer experience products and services as part of various client customer experience strategies. Duties and Responsibilities Develop and implement customer experience strategies to improve satisfaction and retention. Analyze customer feedback and data to identify trends and areas for improvement. Collaborate with product, marketing, and sales teams to ensure a seamless customer journey. Conduct regular training sessions for staff on customer service best practices. Monitor customer engagement metrics and prepare reports for senior management. Act as a point of contact for customer escalations and ensure timely resolution of issues. Lead initiatives aimed at enhancing the customer experience across multiple touchpoints. Support in the growth of the customer experience division financial targets. Implementation of customer experience products and services with a view to improving occupier satisfaction. Maintain and evolve client's occupier satisfaction index. Maintain outstanding levels in the client satisfaction. Working with the Senior CX Strategy Director and CX Lead, co-ordinate and support the delivery of various projects as part of client customer experience strategies. Support in the delivery and evolution of the clients CX methodology. Working on multiple quantitative and qualitative projects within the business and with clients, to provide insight. Build customer surveys and co-ordinate associated digital campaigns using CX platform Qualtrics. Present insight in a stimulating and engaging way which is suitable for the audiences it is aimed at and produce a clear set of identifiable actions. Engage with external research partners as appropriate and having ownership for these relationships. Build CX reporting and dashboards using CX platform Qualtrics and other business intelligence software. Support in delivering scoping/ discovery workshops in activities such as Customer Journey Mapping and Voice of the Customer programmes. Create Customer Journey Maps as required using mapping software Uxpressia or equivalent. Carry-out required fieldwork in the delivery of CX products such as Customer Journey Mapping, Voice of the Customer, CX Audits & Community Strategy. Active participation in the evolution of the CX methodology and suite of products and services that support it. Creation of client presentations and support with industry award and pitch documents Your Experience A background in or exposure to the management of commercial real estate. Understand and appreciate the day-to-day operational challenges for managing agents, occupiers, property owners and community activation. You may have had relevant exposure to customer experience and wish to pursue a career within the discipline. It is essential that the individual understands CSAT (customer satisfaction) and NPS (Net Promoter Score) data collection, analysis, and related action planning. You need to be proficient in report writing and feel confident with direct interaction and communication with clients. You must have experience within Commercial Property 3+ years' experience within Marketing and Digital Should you have the relevant skills and experience, we would love to hear from you today!
Jul 24, 2025
Full time
Our client is a dynamic team part of global real estate, is seeking an enthusiastic and driven Customer Experience Manager to support the delivery of customer experience products and services as part of various client customer experience strategies. Duties and Responsibilities Develop and implement customer experience strategies to improve satisfaction and retention. Analyze customer feedback and data to identify trends and areas for improvement. Collaborate with product, marketing, and sales teams to ensure a seamless customer journey. Conduct regular training sessions for staff on customer service best practices. Monitor customer engagement metrics and prepare reports for senior management. Act as a point of contact for customer escalations and ensure timely resolution of issues. Lead initiatives aimed at enhancing the customer experience across multiple touchpoints. Support in the growth of the customer experience division financial targets. Implementation of customer experience products and services with a view to improving occupier satisfaction. Maintain and evolve client's occupier satisfaction index. Maintain outstanding levels in the client satisfaction. Working with the Senior CX Strategy Director and CX Lead, co-ordinate and support the delivery of various projects as part of client customer experience strategies. Support in the delivery and evolution of the clients CX methodology. Working on multiple quantitative and qualitative projects within the business and with clients, to provide insight. Build customer surveys and co-ordinate associated digital campaigns using CX platform Qualtrics. Present insight in a stimulating and engaging way which is suitable for the audiences it is aimed at and produce a clear set of identifiable actions. Engage with external research partners as appropriate and having ownership for these relationships. Build CX reporting and dashboards using CX platform Qualtrics and other business intelligence software. Support in delivering scoping/ discovery workshops in activities such as Customer Journey Mapping and Voice of the Customer programmes. Create Customer Journey Maps as required using mapping software Uxpressia or equivalent. Carry-out required fieldwork in the delivery of CX products such as Customer Journey Mapping, Voice of the Customer, CX Audits & Community Strategy. Active participation in the evolution of the CX methodology and suite of products and services that support it. Creation of client presentations and support with industry award and pitch documents Your Experience A background in or exposure to the management of commercial real estate. Understand and appreciate the day-to-day operational challenges for managing agents, occupiers, property owners and community activation. You may have had relevant exposure to customer experience and wish to pursue a career within the discipline. It is essential that the individual understands CSAT (customer satisfaction) and NPS (Net Promoter Score) data collection, analysis, and related action planning. You need to be proficient in report writing and feel confident with direct interaction and communication with clients. You must have experience within Commercial Property 3+ years' experience within Marketing and Digital Should you have the relevant skills and experience, we would love to hear from you today!
We are looking for a Facilities Assistant to join the team in West London with an immediate start. Rota: Wednesday to Saturday As the Facilities Management Assistant, you will be assisting Facilities Management with smooth running day to day operations of the development as well as provide hands on assistance with building maintenance. There is real variety to this role and an opportunity to work across all areas of the estate. This role will also include ensuring a welcoming visitor experience while maintaining building safety and security. The ideal candidate will have a strong understanding of health and safety, emergency procedures as well as excellent communication skills, the ability to remain calm under pressure, and a proactive approach to problem-solving. A flexible attitude, attention to detail, and a willingness to take on a range of tasks are essential, as is the ability to work both independently and as part of a team. Experience in a similar environment is desirable but not essential, as full training will be provided. Job Requirements: Experience of working with diverse audiences Previous experience of key handling and emergency procedures Good working knowledge of Health and Safety procedures First Aid and Fire Marshall certified or willingness to become certified Level 3 Electrical Qualification (desirable) Able to stay calm under pressure and in emergency situations Ability to work with initiative both independently and as part of a team Ability to perform manual handling tasks Coming from Facilities and Building Management background is desirable Job Responsibilities: Ensure building security and safety Oversee opening and closing of the building Ensure safety, security, and compliance with health and safety procedures. Lead evacuations and act as first aider when necessary. Conduct regular health and safety checks. Meeting with contractors Assisting with administrative tasks Provide hands-on assistance with building maintenance and facility operations. Dealing with tenant's queries Meter readings Willing to work overtime Demonstrate flexibility with working hours, including weekends and bank holidays General knowledge of heating, systems, electrical and mechanical systems Key handling The successful candidate must be able to provide excellent references and be willing to undergo full vetting checks.
Jul 24, 2025
Full time
We are looking for a Facilities Assistant to join the team in West London with an immediate start. Rota: Wednesday to Saturday As the Facilities Management Assistant, you will be assisting Facilities Management with smooth running day to day operations of the development as well as provide hands on assistance with building maintenance. There is real variety to this role and an opportunity to work across all areas of the estate. This role will also include ensuring a welcoming visitor experience while maintaining building safety and security. The ideal candidate will have a strong understanding of health and safety, emergency procedures as well as excellent communication skills, the ability to remain calm under pressure, and a proactive approach to problem-solving. A flexible attitude, attention to detail, and a willingness to take on a range of tasks are essential, as is the ability to work both independently and as part of a team. Experience in a similar environment is desirable but not essential, as full training will be provided. Job Requirements: Experience of working with diverse audiences Previous experience of key handling and emergency procedures Good working knowledge of Health and Safety procedures First Aid and Fire Marshall certified or willingness to become certified Level 3 Electrical Qualification (desirable) Able to stay calm under pressure and in emergency situations Ability to work with initiative both independently and as part of a team Ability to perform manual handling tasks Coming from Facilities and Building Management background is desirable Job Responsibilities: Ensure building security and safety Oversee opening and closing of the building Ensure safety, security, and compliance with health and safety procedures. Lead evacuations and act as first aider when necessary. Conduct regular health and safety checks. Meeting with contractors Assisting with administrative tasks Provide hands-on assistance with building maintenance and facility operations. Dealing with tenant's queries Meter readings Willing to work overtime Demonstrate flexibility with working hours, including weekends and bank holidays General knowledge of heating, systems, electrical and mechanical systems Key handling The successful candidate must be able to provide excellent references and be willing to undergo full vetting checks.
Looking for your next leadership role in residential property management? We're seeking an experienced Team Lead to oversee the day-to-day running of a luxury residential portfolio. This is a Monday-Friday role, focused on driving team performance, resident satisfaction, and operational excellence within a build to rent developer. What You'll Do: Lead and support a team of property professionals Oversee rent, repairs, inspections, and resident engagement Maximise income, manage budgets, and improve processes Ensure legal compliance and safety across all properties What You'll Bring: Strong background in residential property management Level 4 property qualification (or equivalent) Confident leadership and great people skills Solid understanding of property law and customer service What You'll Get: Excellent pension Private healthcare Critical illness cover Gym membership Dental insurance Training and career development Working with a highly respected team Flexible holiday scheme Please send your CV today to apply and find out further information.
Jul 24, 2025
Full time
Looking for your next leadership role in residential property management? We're seeking an experienced Team Lead to oversee the day-to-day running of a luxury residential portfolio. This is a Monday-Friday role, focused on driving team performance, resident satisfaction, and operational excellence within a build to rent developer. What You'll Do: Lead and support a team of property professionals Oversee rent, repairs, inspections, and resident engagement Maximise income, manage budgets, and improve processes Ensure legal compliance and safety across all properties What You'll Bring: Strong background in residential property management Level 4 property qualification (or equivalent) Confident leadership and great people skills Solid understanding of property law and customer service What You'll Get: Excellent pension Private healthcare Critical illness cover Gym membership Dental insurance Training and career development Working with a highly respected team Flexible holiday scheme Please send your CV today to apply and find out further information.
The General Manager is responsible for overseeing daily building operations, ensuring a high level of service and efficiency. This role includes managing staff, maintaining facilities, handling resident inquiries, and ensuring compliance with safety regulations. The General Manager also monitors budgets, optimizes profitability, and collaborates with teams to enhance occupancy and resident satisfaction. Working hours: 09.00-17.00 Monday to Friday. Key Responsibilities Manage all building operations, including front desk, housekeeping, maintenance, and resident services. Foster a positive work environment with a strong focus on customer experience, teamwork, and attention to detail. Develop and implement strategies to meet financial goals and improve profitability. Monitor budgets, expenses, and financial performance to ensure efficiency. Ensure compliance with health, safety, and licensing regulations. Salary & Qualifications £52,500 per annum (without NEBOSH qualification) £55,000 per annum (with NEBOSH qualification) Candidates who do not currently hold a NEBOSH qualification will be required to obtain it within the first two years of employment. The cost of the qualification will be covered by the company.
Jul 24, 2025
Full time
The General Manager is responsible for overseeing daily building operations, ensuring a high level of service and efficiency. This role includes managing staff, maintaining facilities, handling resident inquiries, and ensuring compliance with safety regulations. The General Manager also monitors budgets, optimizes profitability, and collaborates with teams to enhance occupancy and resident satisfaction. Working hours: 09.00-17.00 Monday to Friday. Key Responsibilities Manage all building operations, including front desk, housekeeping, maintenance, and resident services. Foster a positive work environment with a strong focus on customer experience, teamwork, and attention to detail. Develop and implement strategies to meet financial goals and improve profitability. Monitor budgets, expenses, and financial performance to ensure efficiency. Ensure compliance with health, safety, and licensing regulations. Salary & Qualifications £52,500 per annum (without NEBOSH qualification) £55,000 per annum (with NEBOSH qualification) Candidates who do not currently hold a NEBOSH qualification will be required to obtain it within the first two years of employment. The cost of the qualification will be covered by the company.
We are seeking a highly skilled and experienced Estate Manager to oversee the management of a flagship development in SW London. This prestigious property features contemporary apartments, as well as over 80,000 square feet of commercial space. The successful candidate will ensure the highest standards of property management, health and safety, community engagement, and budget management, reflecting the premium quality of this development. Salary : £50,000 to £55,000 per annum Duties: Will require a strong understanding of MEP equipment of the estate Oversee the day-to-day operations of the estate, including residential and commercial spaces. Ensure the estate is well-maintained, clean, and safe for all occupants at all times Develop and monitor estate PPM schedules Engage in tendering process and manage all service and PPM contracts for the estate Oversee the repairs and maintenance of all MEP in line with SLAs Liaise with local authorities on licensing and planning matters, where required Manage permits and applications process for commercial fit-outs, ensuring resident safety systems are prioritized Manage residential and commercial delivery strategy Ensure all defects and maintenance issues are logged and resolved in line with SLAs Oversee relationship with commercial tenants and assist in dealing with maintenance and other queries. Maintain accurate records of all property-related activities, including maintenance logs, safety inspections, and resident communications. Ensure that the site remains fully compliant with health & safety, Building Safety Act, and service charge regulations Ensure data integrity across all systems, in line with GDPR. Develop and implement site-specific health & safety policies such as disaster management plan, task-specific SOPs, out of hours escalations, and fire evacuation strategy Assume control of emergency situations and help execute the disaster management / evacuation plan Conduct regular inspections and arrange risk assessments to ensure compliance with safety regulations. Address any safety concerns promptly and effectively. Oversee estate-wide safety and security of general public using the public realm. Ensure all incidents/accidents are recorded and corrective actions are implemented Assist with the delivery and support of the Building Safety Act 2022 where appropriate; ensuring that buildings are safe and feel safe for all stakeholders. Attend all mobilisation meetings and workshops prior to building completion. Ensuring all information is understood, studied and communicated to all stakeholders. Mobilise the team with recruitment, training, and setting service expectations. Recruit and train departmental heads and frontline team members on all aspects for their roles and compliance Carry out probation assessments, monthly 1-2-1s, and bi-annual appraisals Create and implement team engagement plan to foster retention Ensure your team is operating to the desired service level expectations Manage people resource to ensure 24/7, 365 days coverage and smooth operations Desirable skill-set: IRPM / TPI certified Bachelor's degree in Property Management, Real Estate, Business Administration, or a related field preferred but not necessary Qualifications: Minimum of 2 years of experience in Estate Management in a commercial environment Technical knowledge of building systems including HVAC, electrical, plumbing and other critical infrastructure Experienced in creating and managing service charge budgets Strong knowledge of health and safety regulations. Personal Attributes: Strong leadership and organizational skills. Ability to manage multiple tasks and priorities effectively. Excellent communication and interpersonal skills. Proactive and solution-oriented mindset. Ability to build and maintain positive relationships with residents, staff, and external partners. Commitment to creating a safe and welcoming community environment.
Feb 14, 2025
Full time
We are seeking a highly skilled and experienced Estate Manager to oversee the management of a flagship development in SW London. This prestigious property features contemporary apartments, as well as over 80,000 square feet of commercial space. The successful candidate will ensure the highest standards of property management, health and safety, community engagement, and budget management, reflecting the premium quality of this development. Salary : £50,000 to £55,000 per annum Duties: Will require a strong understanding of MEP equipment of the estate Oversee the day-to-day operations of the estate, including residential and commercial spaces. Ensure the estate is well-maintained, clean, and safe for all occupants at all times Develop and monitor estate PPM schedules Engage in tendering process and manage all service and PPM contracts for the estate Oversee the repairs and maintenance of all MEP in line with SLAs Liaise with local authorities on licensing and planning matters, where required Manage permits and applications process for commercial fit-outs, ensuring resident safety systems are prioritized Manage residential and commercial delivery strategy Ensure all defects and maintenance issues are logged and resolved in line with SLAs Oversee relationship with commercial tenants and assist in dealing with maintenance and other queries. Maintain accurate records of all property-related activities, including maintenance logs, safety inspections, and resident communications. Ensure that the site remains fully compliant with health & safety, Building Safety Act, and service charge regulations Ensure data integrity across all systems, in line with GDPR. Develop and implement site-specific health & safety policies such as disaster management plan, task-specific SOPs, out of hours escalations, and fire evacuation strategy Assume control of emergency situations and help execute the disaster management / evacuation plan Conduct regular inspections and arrange risk assessments to ensure compliance with safety regulations. Address any safety concerns promptly and effectively. Oversee estate-wide safety and security of general public using the public realm. Ensure all incidents/accidents are recorded and corrective actions are implemented Assist with the delivery and support of the Building Safety Act 2022 where appropriate; ensuring that buildings are safe and feel safe for all stakeholders. Attend all mobilisation meetings and workshops prior to building completion. Ensuring all information is understood, studied and communicated to all stakeholders. Mobilise the team with recruitment, training, and setting service expectations. Recruit and train departmental heads and frontline team members on all aspects for their roles and compliance Carry out probation assessments, monthly 1-2-1s, and bi-annual appraisals Create and implement team engagement plan to foster retention Ensure your team is operating to the desired service level expectations Manage people resource to ensure 24/7, 365 days coverage and smooth operations Desirable skill-set: IRPM / TPI certified Bachelor's degree in Property Management, Real Estate, Business Administration, or a related field preferred but not necessary Qualifications: Minimum of 2 years of experience in Estate Management in a commercial environment Technical knowledge of building systems including HVAC, electrical, plumbing and other critical infrastructure Experienced in creating and managing service charge budgets Strong knowledge of health and safety regulations. Personal Attributes: Strong leadership and organizational skills. Ability to manage multiple tasks and priorities effectively. Excellent communication and interpersonal skills. Proactive and solution-oriented mindset. Ability to build and maintain positive relationships with residents, staff, and external partners. Commitment to creating a safe and welcoming community environment.
General Manager - Flexible Office and Coworking Serviced Office. Coworking. Flexible Office. Business Centre. Community Manager. Type: Permanent, Full time Location: Reading Salary: £36,000 to £40,000 plus bonus Our client creates beautiful, flexible workspaces that provide hotel-style hospitality and members' club-like service. They've taken the best of serviced offices, coworking, high end hotels and hospitality, plus a splash of design agency and architectural practice. In partnership with the best hospitality school in the world, the team are trained to provide highly professional support and build relationships with members. They want members to feel as though our client are part of their team, and that they are contributing to the development of their own working environment. The GM is responsible for all aspects of managing the site and the experience of members. The GM is tasked with challenging the existing operation and implementing new opportunities to deliver best-in-class hospitality. General Operations Ensure the site is always effectively managed and staffed to the correct levels, managing the efficient day-to-day operation of the site. Responsible for monitoring daily pre and post opening procedure standards (setup and clean-up). Communicate and reinforce all company standards, policies and procedures Have in-depth understanding of all FOH procedures, processes and IT systems used to manage members, operations, and the building. Responsible for overseeing stock control, ordering and deliveries. Oversee housekeeping, florists, laundry and dry cleaning, catering, business support services, maintenance, personal trainers, massage therapists, etc. and coordinate members use of all such services. Keep all informational databases always updated. Finance and Administration Adhere to budgetary and expenditure constraints Responsible for overseeing the ordering of all goods and services, in line with budget control. Have a good understanding of the site management accounts, attend monthly financial meetings and account for discrepancies Responsible for the achievement and maintenance of Gross Profit Margin targets. Pro-actively identify and solve problems that affect sales and profit with help of the Operations, Sales and Marketing teams. Responsible for all invoices regarding building management and member fees. Maintain member relationships to support sales renewals Leadership and Management To encourage morale and performance with hospitality focused service Delegate effectively to staff, ensuring that they are given the opportunity to progress in their roles, including completing appraisals. Ensure good communication with all staff by holding regular staff meetings to update on issues, forthcoming events, and any news for the coming weeks. Ensure that the staff comply with all legislation regarding Health & Safety, Fire Safety, and licensing laws Working closely with the Marketing department Human Resources Recruit & induct new members of staff Conduct regular appraisals of all site staff. Ensure that Assistant Manager is aware of company procedures regarding employment Security, Health & Safety, Maintenance Ensure that all legislative training is completed Adhere to Health & Safety requirements and regulations within the workplace Conduct monthly H&S meetings and internal audits Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct, both personally and among the team. Monitor maintenance of premises and equipment on a regular basis Members and Culture Developing and maintaining interpersonal relationships with colleagues and members Fostering a professional and productive work environment, by having knowledge of members and their business needs; aiding, networking and generally going above and beyond to ensure a positive experience for all members Conduct viewings with potential members and assist the Sales team with sales process. Be proactive with events programme, assisted by events team Lead on culture and partnerships through meaningful connections within the network. Manage members on-boarding and off-boarding process. Skills & Requirements 3+ years' experience as a Manager in the hospitality, retail or coworking industry Highly skilled verbal and writing communication skills Good organisation skills and dedication to completing projects in a timely manner Detail oriented and comfortable working in a fast-paced environment Individual with enviable customer service skills Very well organised & excellent time-keeping Professional integrity, trustworthy As well as the opportunity to join an innovative business creating a market leading product, our client provide a comprehensive Benefits Package, that includes: Team Lunch every Friday Free use of in-house Gym 50% Discount at our in-house cafes and restaurants Exciting range of learning and development programmes with a world leading hospitality school Regular colleague social and wellbeing events Opportunities for promotion and transfer across the business Retail. Maintenance. F&B. Facilities. Security. Site Management.
Dec 18, 2022
Full time
General Manager - Flexible Office and Coworking Serviced Office. Coworking. Flexible Office. Business Centre. Community Manager. Type: Permanent, Full time Location: Reading Salary: £36,000 to £40,000 plus bonus Our client creates beautiful, flexible workspaces that provide hotel-style hospitality and members' club-like service. They've taken the best of serviced offices, coworking, high end hotels and hospitality, plus a splash of design agency and architectural practice. In partnership with the best hospitality school in the world, the team are trained to provide highly professional support and build relationships with members. They want members to feel as though our client are part of their team, and that they are contributing to the development of their own working environment. The GM is responsible for all aspects of managing the site and the experience of members. The GM is tasked with challenging the existing operation and implementing new opportunities to deliver best-in-class hospitality. General Operations Ensure the site is always effectively managed and staffed to the correct levels, managing the efficient day-to-day operation of the site. Responsible for monitoring daily pre and post opening procedure standards (setup and clean-up). Communicate and reinforce all company standards, policies and procedures Have in-depth understanding of all FOH procedures, processes and IT systems used to manage members, operations, and the building. Responsible for overseeing stock control, ordering and deliveries. Oversee housekeeping, florists, laundry and dry cleaning, catering, business support services, maintenance, personal trainers, massage therapists, etc. and coordinate members use of all such services. Keep all informational databases always updated. Finance and Administration Adhere to budgetary and expenditure constraints Responsible for overseeing the ordering of all goods and services, in line with budget control. Have a good understanding of the site management accounts, attend monthly financial meetings and account for discrepancies Responsible for the achievement and maintenance of Gross Profit Margin targets. Pro-actively identify and solve problems that affect sales and profit with help of the Operations, Sales and Marketing teams. Responsible for all invoices regarding building management and member fees. Maintain member relationships to support sales renewals Leadership and Management To encourage morale and performance with hospitality focused service Delegate effectively to staff, ensuring that they are given the opportunity to progress in their roles, including completing appraisals. Ensure good communication with all staff by holding regular staff meetings to update on issues, forthcoming events, and any news for the coming weeks. Ensure that the staff comply with all legislation regarding Health & Safety, Fire Safety, and licensing laws Working closely with the Marketing department Human Resources Recruit & induct new members of staff Conduct regular appraisals of all site staff. Ensure that Assistant Manager is aware of company procedures regarding employment Security, Health & Safety, Maintenance Ensure that all legislative training is completed Adhere to Health & Safety requirements and regulations within the workplace Conduct monthly H&S meetings and internal audits Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct, both personally and among the team. Monitor maintenance of premises and equipment on a regular basis Members and Culture Developing and maintaining interpersonal relationships with colleagues and members Fostering a professional and productive work environment, by having knowledge of members and their business needs; aiding, networking and generally going above and beyond to ensure a positive experience for all members Conduct viewings with potential members and assist the Sales team with sales process. Be proactive with events programme, assisted by events team Lead on culture and partnerships through meaningful connections within the network. Manage members on-boarding and off-boarding process. Skills & Requirements 3+ years' experience as a Manager in the hospitality, retail or coworking industry Highly skilled verbal and writing communication skills Good organisation skills and dedication to completing projects in a timely manner Detail oriented and comfortable working in a fast-paced environment Individual with enviable customer service skills Very well organised & excellent time-keeping Professional integrity, trustworthy As well as the opportunity to join an innovative business creating a market leading product, our client provide a comprehensive Benefits Package, that includes: Team Lunch every Friday Free use of in-house Gym 50% Discount at our in-house cafes and restaurants Exciting range of learning and development programmes with a world leading hospitality school Regular colleague social and wellbeing events Opportunities for promotion and transfer across the business Retail. Maintenance. F&B. Facilities. Security. Site Management.