Job Description:

Key Responsibilities:

Customer Experience & Stakeholder Engagement:

• Act as the primary liaison for property owners and occupiers, fostering strong, professional relationships through regular reporting, structured meetings, and open, ongoing communication.
• Develop a deep understanding of occupier needs, ensuring their feedback is captured, communicated to stakeholders, and used to enhance service delivery and customer satisfaction.
• Lead consistent and effective communication strategies across all touchpoints, aligning tone, content, and method in collaboration with service partners and internal teams.
• Build and maintain collaborative relationships with service partners, client departments, and the wider team to ensure seamless operations, innovation, and alignment with estate-wide objectives.
• Monitor and manage on-site service delivery, proactively addressing issues and minimising disruption to occupiers.

Leadership, Team Development & Culture;

• Support with team development by acting as a "champion" to new starters, ensuring all training,welfare, and performance needs are identified, reviewed, and actioned in line with company trainingpolicies and appraisal processes.
• Champion the vision and values, embedding them into every aspect of building operations todrive a culture of excellence, integrity, and customer focus.
• Foster a resilient, adaptable, and self-motivated team culture, promoting a proactive, can-do attitudeand a methodical approach to problem-solving.
• Build strong, collaborative relationships with service partners to ensure statutory compliance isconsistently met and a culture of outstanding service is maintained across the estate.

Contractor Management

• Take full ownership of contractor performance, ensuring all service commitments are delivered in linewith company policy and to the highest standards of customer service.
• Lead monthly KPI meetings with service partners, fostering open, honest dialogue to drive continuous improvement and reinforce a culture of accountability and excellence.
• Recognise and celebrate outstanding contractor performance across the estate, promoting a positive, service-driven culture.
• Address underperformance with resilience and professionalism, setting clear improvement targets and escalating issues where necessary in line with agreed protocols.
• Maintain a working knowledge of key technical and specialist stakeholders to ensure timely resolution of issues and seamless service delivery.
• Promote a unified, customer-focused approach among all site delivery partners, ensuring harmonious collaboration in support of estate-wide objectives.

Compliance

• Demonstrate strong ownership of health & safety compliance, ensuring that all procedures andpractices meet current legislation and provide a safe environment for occupiers and staff.
• Conduct monthly building inspections with a focus on customer impact, maintenance and Health &
• Safety, ensuring timely resolution of actions and maintaining high standards of safety and
• presentation.
• Ensure occupiers are aware of and fulfil their responsibilities and that all incident procedures and risk assessments are current, valid, and clearly communicated.
• Record, report, and investigate all incidents and accidents with diligence and resilience, ensuring remedial actions are implemented promptly.
• Act as custodian of all operational manuals, ensuring documentation is accurate, up to date, and reflective of best practice.
• Maintain high standards of data integrity across all health & safety systems, ensuring statutory obligations are met and records are audit-ready.

Mechanical & Electrical (M&E)

• Work collaboratively with the engineering team and M&E service providers to ensure all planned and reactive maintenance tasks are completed safely, efficiently, and with a strong customer focus.
• Take ownership of asset performance, ensuring plant and equipment are maintained to optimal standards and future lifecycle planning is proactively managed.
• Oversee compliance with house rules and permit-to-work procedures, ensuring all contractor activities are safely managed and aligned with operational protocols.
• Support and facilitate occupier fit-outs, in collaboration with the surveying team and in compliance with
• License to Alter requirements, escalating to senior professionals when appropriate.
• Support and facilitate landlord's CAPEX works

Service Charge / Budget Management:

• Lead the preparation of annual service charge budgets and management accounts, taking full ownership of financial accuracy and adherence to published timelines.
• Ensure monthly reviews of service charge spend are conducted with attention to detail, addressing discrepancies and maintaining financial integrity.
• Ensure all procurement and order processing complies with internal protocols, reinforcing a culture of accountability and customer-focused financial stewardship.
• Maintain a strong understanding of the RICS Code of Practice, ensuring all service charge activities are compliant and transparent.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.