Property Relationship Manager

This role is based in our Property Management Team which is focused on our historic London Estate in Mayfair and Belgravia. The purpose of the London Estate Property Management Team is to deliver a positive financial contribution to Grosvenor through providing class leading customer service which represents value for money to our customers, maximises retention, advocacy and net rent.

Placing the “customer at heart”, the Property Relationship Manager’s (PRM) role is to own the customer relationship within an exciting and diverse portfolio of mixed-use buildings and amongst our growing flex offices sector. The role will be reporting into a Director Property management – Office who is responsible for a wider portfolio and also working closely alongside a cohort of PRM colleagues as well as the wider Operations and London Estate teams.

Personable and articulate, the PRM strives to fully understand the customers’ wants and needs, capturing valuable insights to support mutual success. The role provides exciting opportunities to become involved in all aspects of improving the customer experience. We have a number of ambitious projects underway where we are aiming to drive value through innovation and improvements to our processes. With this in mind we welcome ambitious, creative, forward-thinking and effective people who share our desire to make a difference in all areas of our service delivery.

The PRM is passionate about driving forward Grosvenor’s sustainability and community objectives and uses their excellent customer relationships to create advocates of various other business strategies from marketing through to development activity. The role is predominantly based in our London offices, although some opportunity for flexible working can be considered.

• Customers – Provide exemplary customer service to all customers, developing valuable relationships with all relevant customers in your portfolio. Deliver an agile, responsive and intuitive customer experience placing “Customers at the heart of everything we do”. Assist with activities related to measuring customer satisfaction. Lead all customer move-in and move-out journeys. Manage any customer complaints escalating to the Management Surveyor where appropriate.
• Insights – Capture and share valuable insights from your customers on a regular basis with the Management Surveyor to aid decision making and drive business improvement. Set up retail customers on Retail Advantage and ensure that daily turnover data is entered weekly by all customers required to provide turnover information.
• Financial – Work with FMI and MS (Management Surveyor) to review services to align with customer requirements ensuring we provide a value for money customer centric service. Support customer accounts to minimise arrears.
• Buildings - Work with the Operations team and TAG (Flexible office) team to support exceptional service delivery and ensure all directly managed buildings within the portfolio are fully functioning and operating efficiently. Monitor and encourage contracted on-site staff/front of house teams to deliver aspirational standards of customer service, reporting issues to the Service Performance Manager.
• Compliance - Working with the FMI to ensure key public spaces, including those with an enhanced public realm, are safe and free from defects, the portfolio is safely managed and in-line with GPUK’s H&S policies, vacant buildings are appropriately managed in accordance with void management processes and supporting with any relevant communication required to customers around the effective management of the property.
• Service Charge – Responsible for ensuring timely and accurate service charge communication to customers. Together with Facilities manager, coordinate and deliver tenant budget meetings.
• Community – Understand the key drivers within your customer community and deliver high quality community engagement to support the business’ social impact goals. Lead effective customer meetings, customer insights, community forums and green lease forums. Support Marketing and Public Spaces in their delivery of the district strategy.
• Sustainability – As Climate Ambassadors for your portfolio, you actively engage in driving sustainability solutions to contribute towards GPUK’s 2030 net carbon goals.
• Innovation – Working with members of the wider Operations and London Estate team (e.g Marketing, Innovation team) contribute to the development and implementation of new customer services that add value. Support Asset Managers and Development Managers in their delivery of the district strategy (e.g garnering support for planning applications).

• Experience working within a flex offices operation, knowledge and understanding of a customer centric approach and adapting change and growth across this dynamic sector.
• Exemplary and professional customer focused attitude. Able to deal with queries in a prompt and professional manner.
• Strong communication skills – Excellent level of spoken and written English and good ability to draw out concise explanations and produce well written customer communications.
• Proven ability in managing a diverse property portfolio.
• Technical building knowledge, covering fabric, M&E and systems.
• Thorough understanding of statutory regulations, including requirements under Landlord and Tenant Acts.
• Strong commitment to sustainability, environmental stewardship, and positive social impact.
• Ability to understand, analyse, challenge and communicate service charge budgets.
• Understands sustainable ways of working to minimise environmental impact.
• Understand customer risks and step in / escalate where required.
• Look at opportunities to improve service delivery and work with the FMI to implement improvements.
• MRICS/IRPM accreditation - desirable.

We know flexibility is important and take a hybrid approach to working, please contact us for further details. Grosvenor is proud to be a Disability Confident Committed employer. If you would like to speak with us for more detail, please contact grosvenor.recruitment@grosvenor.com.

We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on grosvenor.recruitment@grosvenor.com to discuss.

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We think this is a very special place to work. Our international activities span urban property, food and agtech, rural estate management and support for philanthropic initiatives - meaning we are able to offer a wide range of rewarding career opportunities.

We are united by a common purpose: to deliver lasting commercial, social and environmental benefit, and this drives everything we do. It means that we put planet and people at the centre of what we do and why we want people with open minds and fresh ideas to join us.