Senior Client Services Manager

Department:
PFM Management

Location:
Birmingham

Description
Role purpose:
To deliver an exceptional customer experience for all occupiers, visitors and stakeholders across Brindleyplace. To act as the first point of contact for all FM-related enquiries, ensuring seamless communication between occupiers and the estate management team.

Lead the front-of-house and customer service functions across Praxis' buildings, promoting a culture of service excellence, responsiveness and continuous improvement.

Plays a pivotal part in reinforcing Brindleyplace's reputation as a best-in-class, welcoming and professionally managed destination within Birmingham's city centre.

Overview of Duties

• The Senior Client Services Manager is the visible, front-line face of the estate for tenants and the asset / property management team.
• Proactively engage with occupiers to understand needs, priorities, resolve operational issues, liaise on servicing schedules and ensure the delivery of consistently high standards across front-of-house and shared services.
• Work closely with the Estates Director and FM teams, to ensures effective coordination between operations, contractors, and customer experience functions — creating a smooth, professional, and positive environment throughout the estates

Key Responsibilities
Customer & Occupier Relationship Management

• Act as the principal day-to-day escalation for occupiers on service-related issues.

• Build and maintain strong relationships with tenant representatives, ensuring timely communication and resolution of queries.

• Lead regular occupier meetings and communications to capture feedback, promote estate initiatives and encourage collaboration.

• Work with the Estates Director to develop and implement customer service standards and engagement strategies across the estate.

• Lead the resolution of customer service delivery issues with the wider Praxis team presenting a seamless solution to tenants.

Front of House Leadership

• Lead front-of-house, reception and concierge operations across all Praxis-managed buildings at Brindleyplace.

• Ensure all front-of-house teams deliver a consistently professional, welcoming and brand-aligned experience.

• Manage service partners and contractors, ensuring compliance with service standards and

KPIs.

• Deliver induction and training programmes to maintain high levels of service, presentation and professionalism.

• Manage team performance within the company performance management processes, including the effective management of any under performance

Operational Coordination

• Work closely with FM, security, cleaning, and maintenance teams to ensure a seamless service experience for occupiers.

• Coordinate response to day-to-day FM queries and requests, escalating and tracking through to resolution.

• Support delivery of estate-wide events, marketing activations and visitor engagement activities.

• Maintain clear communication channels between operational teams, occupiers, and the estate management office.

Service Excellence & Continuous Improvement

• Drive a proactive, customer-focused service culture across all operational touchpoints.

• Monitor performance, collect feedback and identify service improvements.

• Contribute to the development of estate-wide service delivery initiatives, including digital communication and customer experience platforms.

• Support ESG, wellbeing and community engagement initiatives, ensuring these are reflected in customer-facing operations.

Commercial & Administrative

• Oversee front-of-house budgets, ensuring cost efficiency and value for money.

• Support management of FM communications to occupiers.

• Ensure accurate record-keeping of occupier requests, complaints, and service delivery metrics.

• Provide reports and updates to the Estates Director and Property / Asset Management Teams on customer service trends and operational performance.

Our values:
Professionalism
| We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standards

Ownership
| Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blame

Entrepreneurialism
| We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisions

Meritocracy
| Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potential

Action This Day
| We never put off anything until tomorrow that can be done today

Our Values
Professionalism
| We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standards

Ownership
| Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blame

Entrepreneurialism
| We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisions

Meritocracy
| Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potential

Action This Day
| We never put off anything until tomorrow that can be done today