Client Service Executive - Flexible working in London

CLIENT SERVICES DIRECTORDEPARTMENT: PROPERTY MANAGEMENTLOCATION: REGENT'S PLACE CAMPUS, LONDON REPORTING TO: ESTATE DIRECTORTYPE OF CONTRACT: PERMANENT PLACES, PEOPLE, PREFER Our purpose is to create and manage outstanding places which deliver positive outcomes for all our stakeholders on a long term, sustainable basis. We are a FTSE listed business with a strong balance sheet and 15.2bn of assets under management. Our diverse, passionate team of experts works on some of the most ambitious, innovative and sustainable projects in the country – from our high-quality campuses across central London, to some of the top retail schemes in the UK – providing a rewarding career journey where you can shape how you grow. In our latest engagement survey, 81% of colleagues said they are proud to work at British Land! THE ROLEThe Client Services Director is responsible for leading the coordinated delivery of property and customer services across Regent's Place. The role provides visible operational leadership across a complex mixed-use campus, ensuring that buildings and public realm are safe, compliant, resilient, well maintained and consistently deliver a high-quality customer experience. Working as a key member of the estate senior leadership team, the role leads the Property Management team and works closely with Technical Services, Sustainability, Finance, Asset Management, Leasing, and Development. The postholder will translate estate strategy into clear operational plans, measurable service standards and well-controlled budgets, while maintaining strong relationships with office, retail, laboratory and residential stakeholders. WHAT YOU'LL DOLeadership and team managementLead, develop and coordinate the Property Management team, setting clear priorities, objectives, accountabilities and service standards. Create a collaborative, inclusive and high-performing culture through regular one-to-ones, team meetings, coaching, performance reviews and development planning. Maintain effective operational management cover across the estate and deputise for the Estate Director when requested. Ensure colleagues understand their responsibilities and have the training, systems and support required to deliver safely and effectively. Customer and stakeholder experienceOwn the quality and consistency of customer service across the estate, ensuring a visible, responsive and professional management presence. Coordinate onboarding and operational handover for new occupiers, including fit-out interfaces, access, servicing, waste, security, emergency arrangements and building information. Monitor customer feedback, complaints and satisfaction measures, identify recurring themes and implement demonstrable service improvements. Work with Leasing and Asset Management to support retention, leasing activity, customer propositions and the effective activation of estate spaces. Operational performance and service partnersLead the integrated delivery of property management services across buildings and estate areas, aligning hard and soft services to agreed outcomes. Hold service partners to account through clear specifications, contract governance, performance measures, audits, action plans and regular review meetings. Ensure maintenance, fabric works, projects and operational activities are properly planned, resourced, risk assessed, communicated and delivered with minimum reasonable disruption. Health, safety, compliance and riskProvide leadership for health, safety and operational risk across managed areas, ensuring safe working practices and effective emergency arrangements for colleagues, customers, visitors and the public. Ensure statutory, regulatory and company compliance obligations are understood, assigned, evidenced and routinely reviewed. Maintain strong governance of permits, contractor controls, risk assessments, method statements, approvals to work, audits and corrective actions. Ensure specialist operational requirements for laboratory and other higher-risk uses are appropriately assessed, documented and managed with competent technical support. Financial and commercial managementLead the preparation, implementation, monitoring and control of estate and building service charge budgets and management accounts in line with agreed timetables. Provide clear forecasting, variance commentary, accruals and recovery plans, with early escalation of material risks or pressures. Act as a principal operational contact for annual service charge audit activity and ensure supporting records are accurate, accessible and complete. Lead or support procurement, tendering and contract mobilisation in accordance with company governance, ensuring service requirements, risk allocation, performance measures and value for money are clearly defined. Maintain oversight of lifecycle, fabric and operational investment requirements, distinguishing routine service charge activity from capital and major project needs. Sustainability, data and continuous improvementEmbed sustainability and resource-efficiency objectives into day-to-day operations, contracts and investment planning. Work with relevant teams to implement lifecycle and net zero carbon action plans, with particular focus on energy, utilities, waste, water and carbon performance. Use operational data, building systems, customer insight and trend analysis to identify risks, prioritise interventions and evidence service improvements. Keep abreast of property management, customer experience, life sciences and smart-building innovations, preparing practical recommendations for the campus. Conduct regular property management reviews and audits across buildings, records and service delivery, ensuring actions are tracked through to completion. Governance and communicationProvide concise, accurate and timely reports to the Estate Director and relevant governance forums, highlighting performance, risk, budget position, customer matters and decisions required. Maintain effective forums for communication with occupiers, internal teams and service partners on planned works, maintenance, events, service charge and sustainability performance. Actively promote the British Land and Regent's Place brands and demonstrate the company values in all interactions. ABOUT YOUConfident and resilient, unphased under pressure with the ability to communicate calmly and effectively Creative and solution focusedHigh level of interpersonal skill with an effective and flexible personal style to ensure influence and credibility at executive level, amongst all staff, external stakeholders, and the supply chainExcellent written and verbal skills in order to work with, provide advice to, train, and promote excellence amongst othersAble to motivate to improve performance, both within the business and across the wider supply chainExperience of contract procurement and management. Experience of managing service charge budget in excess of 6million per annum. They help us to promote an inclusive, positive, and collaborative culture. You can read more on our corporate website. Requisition ID11043- Posted15/10/2026-Property Management-London-