Senior Client Services Manager

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 estatesKey ResponsibilitiesCustomer & Occupier Relationship ManagementAct 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 LeadershipLead 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 CoordinationWork 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 ImprovementDrive 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 & AdministrativeOversee 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 standardsOwnership | 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 blameEntrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisionsMeritocracy | 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 potentialAction This Day | We never put off anything until tomorrow that can be done todayAbout Praxis Facilities ManagementBased on-site 5 days a week at BrindleyplacePraxis Facilities Management Ltd ("PFM") provides the necessary on-site services to Praxis Real Estate Management managed properties which includes 400+ directly employed individuals covering management, operations, marketing, security, administration, maintenance, and cleaning.