Residential Property Operations Manager

3 weeks ago

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

Customer Focus
As a key player in this role, the Estate Property Manager is tasked with providing effective and customer-oriented property management services across a diverse portfolio of residential buildings, mews, and gardens. Reporting to the Estate Management Surveyor, the manager will collaborate closely with the broader Operations team and essential service partners. The varied nature of the portfolio demands a professionally confident individual with outstanding customer service capabilities, as well as the ability to manage a high volume of cases.

Opportunities for Impact
This role presents exciting opportunities to enhance the customer experience and contribute to Grosvenor's sustainability and community initiatives. We are engaged in several ambitious projects aimed at driving innovation and improving our processes, offering the chance to work alongside colleagues from various departments. We are looking for proactive, creative, and forward-thinking individuals who share our commitment to making a meaningful impact in our service delivery.

Key Responsibilities
  • Maintain exemplary customer relationships for all long leasehold residential properties.
  • Deliver a responsive and intuitive customer experience, placing clients at the forefront of our operations.
  • Manage customer complaints and escalate 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 and operational.
    • private mews are unobstructed and in good repair.
    • managed gardens are safe, tidy, and accessible.
    • public spaces are safe and defect-free.
    • the portfolio adheres to health and safety policies.
    • vacant properties are managed according to established protocols.
  • Assist Customer Accounts in recovering arrears.
  • Act as the primary contact for queries related to the Estate Management Scheme.
  • Support the onboarding and transition of properties.
  • Ensure outsourced property management aligns with 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 inquiries with diplomacy.
  • Strong communication skills, both verbal and written, with the ability to produce clear customer communications.
  • 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 capabilities.
  • Ability to handle confidential matters with discretion.
  • Competence in analyzing and communicating service charge budgets.
  • Attention to detail and organizational skills to meet deadlines.
  • Proactive and flexible work approach.
  • Proficient in IT and software applications; experience with property management software is advantageous.
  • Commitment to sustainable practices that minimize environmental impact.
  • MIRPM qualification or equivalent is preferred.

This role is primarily based in our London offices, with some potential for flexible working arrangements.

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