Residential Property Operations Manager

3 weeks ago

London, Greater London, United Kingdom Grosvenor Full time
Position Overview
This position is situated within our London Estate Property Management Division, dedicated to overseeing our prestigious estate in Mayfair and Belgravia. The primary objective of this team is to deliver exceptional customer service that ensures value for our clients, enhancing retention, advocacy, and net rental income to achieve a favorable financial impact on the organization.

Customer Focus
The role of the Estate Property Manager is centered around providing effective and client-oriented property management services for a substantial portfolio of directly managed residential properties, mews, and gardens within the London Estate. Reporting to the Estate Management Surveyor, the EPM collaborates closely with the broader Operations team and our essential service partners. The diverse and high-quality nature of the portfolio demands a professionally confident EPM with outstanding customer service capabilities, as well as the ability to manage significant caseloads.

Opportunities for Impact
This role presents exciting opportunities to enhance the customer experience and contribute to Grosvenor's sustainability and community objectives. We are engaged in several ambitious initiatives aimed at driving innovation and improving our processes, providing a chance to collaborate with colleagues across the organization. We seek motivated, creative, and forward-thinking individuals who share our commitment to making a meaningful impact in all aspects of our service delivery.

Key Responsibilities
  • Manage the customer relationships for all long leasehold residential properties.
  • Deliver a responsive and intuitive customer experience, prioritizing customer needs.
  • Handle customer complaints, escalating to the Estate Management Surveyor when necessary.
  • Facilitate customer meetings as required.
  • Collaborate with Facilities Managers and Grosvenor Landscape Management teams to ensure:
    • Properties are well-maintained.
    • Mews are unobstructed and kept in excellent condition.
    • Managed gardens are safe, tidy, and accessible.
    • Public spaces are secure and free from defects.
    • Portfolio management aligns with health and safety policies.
    • Vacant properties are managed according to established processes.
  • Assist Customer Accounts in the recovery of arrears.
  • Act as the primary contact for queries related to the Estate Management Scheme.
  • Support the onboarding and handover processes of properties.
  • Ensure outsourced property management adheres to service agreements.
  • Assist with property handovers and disposals.
  • Gather and share valuable insights from customers and stakeholders.
  • Work with the Operations team to identify and implement enhancements to the customer experience.
Key Requirements
  • Professional and customer-focused demeanor, capable of addressing queries promptly and diplomatically.
  • Strong communication skills, with proficiency in spoken and written English.
  • Proven experience in managing a diverse property portfolio.
  • Basic technical knowledge of building systems and maintenance.
  • Understanding of residential statutory regulations.
  • Commercial awareness with solid financial management skills.
  • Ability to handle confidential matters with discretion.
  • Competence in analyzing and communicating service charge budgets.
  • Attention to detail and strong organizational skills.
  • Proactive and flexible approach to work.
  • Good IT skills, with experience in property management software being advantageous.
  • Commitment to sustainable practices to minimize environmental impact.
  • MIRPM qualification or equivalent is preferred.

This role is primarily based in our London offices, with some flexibility for remote work considered.

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