Estate Property Manager

2 months ago

City of Westminster, Greater London, United Kingdom Grosvenor Full time

This role is based in our London Estate Property Management Team which is focused on our historic London Estate in Mayfair and Belgravia. The purpose of the London Estate Property Management Team is to provide class leading customer service that represents value for money to our customers, maximising retention, advocacy and net rent in order to deliver a positive financial contribution to the business.

Placing the "customer at heart", the Estate Property Manager's role is to provide effective and customer focused property management services to a large portfolio of directly managed residential buildings, mews and gardens within the London Estate. Reporting into the Estate Management Surveyor the EPM is required to work closely alongside members of the wider Operations team and our key service partners. The exceptional quality and diversity of the portfolio not only requires a professionally confident EPM with excellent customer service skills, but one who is also adept at navigating high caseloads.

The role provides exciting opportunities to become involved in improving the customer experience and contributing towards Grosvenor's sustainability and community goals. We have a number of ambitious projects underway where we are aiming to drive innovation and improvements to our processes which offer the opportunity to work with colleagues across the business. With this in mind, we welcome ambitious, creative, forward-thinking and effective people who share our desire to make a difference in all areas of our service delivery.

Key Principles of Role

Customers – Provide exemplary customer service to external customers

Buildings, Mews, Gardens - Work with the Operations team, Facilities Managers and other service partners to support exceptional service delivery and ensure all directly managed assets within the portfolio are fully functioning and operating normally

Service Charge – Provide client-side support to help externally appointed Facilities Managers and Service Charge Accountants to deliver timely and accurate service charge communication.

Community – Support community initiatives to assist the London Estate in delivering high quality community engagement to support the business' social impact goals.

Insights – Capture and share valuable information with MS to aid decision making and drive business improvement.

Estate Management Scheme (EMS) – Act as point of contact for the EMS

Non-managed portfolio – Support freehold and FRI enquires, including EMS and lease related matters, sales and transfers.

Sustainability – As Climate Ambassadors for your portfolio, actively engage in driving sustainably solutions to contribute towards GPUK's 2030 net carbon goals

Innovation – Identify and implement opportunities to deliver innovative solutions to enhance the customer experience and improve operational processes and procedures

Key Responsibilities

To be responsible for the customer relationship of all long leasehold residential properties (excluding Eaton Square)

Deliver an agile, responsive and intuitive customer experience placing "Customers at the heart of everything we do"

To manage customer complaints escalating to the Estate Management Surveyor where appropriate

Chair customer meetings where required

Working with the Facilities Manager and Grosvenor Landscape Management teams to ensure:

buildings are well maintained

private mews are kept free from obstruction, in a good state of repair and clean and tidy

Grosvenor managed gardens are safe, tidy, accessible (where relevant) and operating normally

key public spaces, including those with an enhanced public realm, are safe and free from defects

the portfolio is safely managed and in-line with GPUK's H&S policies and raising issues of non-compliance as necessary

vacant properties are appropriately managed in accordance with void management processes

Support Customer Accounts with recovery of arrears

Act as first point of contact in progressing queries relating to the EMS

Support smooth transition of onboarding and hand-over of properties

Provide support where management of properties are outsourced to ensure service is delivered in accordance with the management agreement

Assist with LEP1s, building handovers and disposals

Capture and share useful customer / stakeholder insights

Working with members of Operations team, identify and implement new opportunities to enhance the customer experience

Key Requirements

Exemplary and professional customer focused attitude. Able to deal with queries in a prompt and professional manner, employing skilful diplomacy when appropriate

Strong communication skills – Excellent level of spoken and written English and good ability to draw out concise explanations and produce well written customer comms

Proven ability in managing a diverse property portfolio

Have basic technical building knowledge, covering fabric, M&E and systems

Good understanding of residential statutory regulations including requirements under Landlord and Tenant Acts

Commercially aware with good financial management skills

Discretion and sensitivity in dealing with confidential matters

Ability to understand, analyse, challenge and communicate service charge budgets

High level of attention to detail

Organisational ability to meet targets and deadlines, able to cope with peak periods and high volumes

Ability to work on own initiative with a proactive and flexible attitude

Good IT and software skills - experience of Yardi Voyager is a plus

Thinks of sustainable ways of working to minimise environmental impact

MIRPM qualified desired or equivalent.

The role is predominantly based in our London offices, although some opportunity for flexible working can be considered.

Grosvenor is proud to be a Disability Confident Committed employer. If you would like to speak with us for more detail, please contact

We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on to discuss.

To apply for this job please click on "Apply".

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Please carefully read our Recruitment Privacy Notice before proceeding with an application. The privacy notice sets out how Grosvenor obtains, uses and protects the personal information which you provide to us. You can read the notice here -

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