Client Services Director - Norton Folgate in London

Department: Property Manager

Location: Norton Folgate, London (Hybrid – 4 days in office)

Reporting To: Portfolio Director

Type of Contract: Permanent

Our Purpose

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. But with just 600 employees you’re given the ability to make a big impact and elevate your career quickly. 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. We believe in shared success and enabling people to be themselves. If you want to feel listened to and understood in an environment where your opinions count and bright ideas are encouraged, you’ve come to the right place! In our latest engagement survey, 81% of colleagues said they are proud to work at British Land!

The Role

The role is to proactively manage the delivery of Property Management Services at Norton Folgate Campus, which comprises 500,000 sqft across 6 buildings of office, flexible workspace and retail housed within a mix of existing buildings of various types and ages, several of which are locally listed. The 2.2-acre Site is within London Borough of Tower Hamlets (LBTH) Elder Street Conservation Area and occupies a prominent position on the city fringe between the existing City of London and Shoreditch, Northeast of Liverpool Street station. The buildings include Blossom Yard and Studios, 15 Norton Folgate, 16 Blossom Street, Nicholls and Clarke Loft & Warehouse, Elder Yard & Studios and Loom Court.

To ensure the continued high standards expected by our office, flexible and retail occupiers, as well as visitors to our spaces. To oversee and develop the Property Management Team to deliver Property Management Services and agreed organisational objectives. To have a consultative and coordinated approach in liaising with colleagues and other resources including property managers, service partners, contractors, consultants and specialists to ensure that at all times the properties are well maintained, safe and reliable, with any project activities taking place with minimum reasonable disruption to occupiers. To play an active role as part of the Stand Alone senior management team.

What You’ll Do

• To lead property operations and services through management of the Property Management team and overseeing the building soft service contracts.
• Work with the Technical Services colleagues, Fabric Manager, and specialist engineering support to ensure alignment and to support property management activity on site to the expected standard.
• To manage and be part of the operational management for the buildings and to ensure cover plans are adhered to.
• To ensure that all aspects of property management staff training, development, remuneration, disciplinary and general welfare requirements are identified and formally reviewed/pursued in accordance with current policies.
• To support and monitor the performance of the property manager team, to include frequent formal and informal meetings, setting SMART objectives and deliverables during the performance review process and throughout the year, where required.
• Ensure that all onsite and contracted property management team activities are proactively coordinated, meet agreed programmes and do not exceed stated budgets.
• In particular, to ensure all maintenance and project activities are properly resourced, ownership within the team is clear, have clear and stated objectives, project plans, method statement and risk assessments, and approvals to work.
• Lead the preparation, implementation, monitoring and control of the buildings’ property management budgets and management accounts, coordinating the input of internal resources and ensuring strict adherence to the published programmes.
• To be the principle central contact for the annual independent audit of the Norton Folgate budgets.
• To meet with the occupier representatives on a formal and regular basis to discuss service delivery, property management operations and follow up actions with the property management team as required.
• Seek opportunities to provide direct FM services to occupiers, support the property management team in the production of proposals, winning new contracts and retaining and developing existing contracts.
• Be responsible for the production of property management services, specifications, contracts, and works and associated documentation.
• Maintain an overview of associated property management specifications, contracts and works, make recommendations for combined service delivery improvements, economies of scale where appropriate and best use of resources and innovation.
• Ensure all property management services and contracts are procured in line with company policies and procedures, and that they properly represent the service requirements of the properties and are presented and executed in accordance with Company guidelines.
• To be responsible for BE Health and Safety including staff, occupiers, visitors, and members of the public, ensuring emergency procedures and safe working practices are established and maintained through all property management activity that Norton Folgate manage.
• Conduct regular property management audits of all buildings and maintenance and project records to ensure that high standards are upheld throughout, and continuous improvements are implemented.
• Manage, maintain and implement the Life Cycle Costing Schedules and Net Zero Carbon action plans across the campus.
• Actively monitor customer satisfaction with the Norton Folgate property management service and ensure actions are taken to respond to areas of concern and that satisfaction is maintained to a high standard as evidenced through the annual satisfaction survey.
• Ensure that the Portfolio Director is briefed on any property management issues and liaise regularly on any matters that pertain to the Company as a whole. This will include the submission of regular reports.
• Ensure that the Portfolio Director is kept aware of any new developments or problems on a regular basis. This will include the submission of regular reports.
• Ad-hoc duties as specified by the Portfolio Director and deputise for the Portfolio Director when requested.

Essential

• Must have a customer focused attitude and a flexible working style.
• Must have team management experience.
• Strong leadership and motivational skills.
• Excellent communication skills.
• Strong presentation skills.
• 3rd Party/Contractor Management.
• Health & Safety.
• Project Management, including ideally demised occupier fit-out experience.
• Commercial awareness.
• Budget Management.

Desirable

• Fabric Management.
• Engineering and electronic security service delivery.

Our Shared Values

Our values are what we stand for at British Land, they’re not just a label on the door; they connect us every day to our vision, purpose, and strategy. They help us to promote an inclusive, positive, and collaborative culture.

A Rewarding Place to Be

Our People – Just ask anyone why they love working here and they will tell you it’s the people. They’re highly talented, passionate, and collaborative! We thank our people with rewards that feel rewarding; you can review our market leading benefits here.

Our Recruitment Process

If you enjoy bringing your whole self to work, share our values and are excited about our purpose we’d love to hear from you! We are committed to providing an accessible and inclusive process learn more about our selection process here. Please note that we endeavour to get back to all applicants within 28 days. If you haven’t heard from us within this period, please assume that you have been unsuccessful on this occasion.