Property Relationship Manager in London

We think this is a special place to work. We’re about delivering lasting commercial, social and environmental benefit. This role sits within our UK Property Business, which is about creating sustainable places where business, communities and nature thrive. We’ve been developing and managing neighbourhoods for over 300 years, pioneering change and new ways of thinking about property. Our heartland is in London’s West End and we also invest in vibrant urban places such as Liverpool and across England.

We’re part of something much bigger too. Grosvenor is an international organisation whose activities span urban property, food & agtech, rural estate management and support for philanthropic initiatives. We’re united by a common goal to deliver lasting commercial, social and environmental benefit.

We may have 340 years of history, but we are firmly focused on the future. From progressive environmental action to being at the forefront of community engagement, we work with purpose and embrace change. So diversity of thought and fresh perspectives really matter to us. We want our people to bring everything they are to work. Their life experiences, their knowledge, their unique take on challenges and solutions.

What’s it like to work here? Well, there is plenty to talk about. It’s purposeful, whether that’s innovative ways to tackle the climate crisis or engaging meaningfully with local communities. It’s commercial and ambitious, which you’ll see in our transformational development projects and diverse investment pipeline. It’s sociable, in our buzzing café and at our many events. It’s challenging, varied and supportive: contributing to inclusion and innovation is part of everyone’s personal goals here. We also enjoy a flexible work environment and, because it’s a family business, we like to think we are a little less corporate too.

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.

Key Responsibilities

• 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.
• Capture and share valuable insights from your customers on a regular basis with the Management Surveyor to aid decision making and drive business improvement.
• 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.
• 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.
• Working with the FMI to ensure key public spaces, including those with an enhanced public realm, are safe and free from defects.
• Responsible for ensuring timely and accurate service charge communication to customers.
• Understand the key drivers within your customer community and deliver high quality community engagement to support the business’ social impact goals.
• As Climate Ambassadors for your portfolio, actively engage in driving sustainability solutions to contribute towards GPUK’s 2030 net carbon goals.
• Contribute to the development and implementation of new customer services that add value.

Key Requirements

• Experience working within a flex offices operation, knowledge and understanding of a customer centric approach.
• Exemplary and professional customer focused attitude.
• Strong communication skills – Excellent level of spoken and written English.
• 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.
• Understand customer risks and step in / elevate where required.
• Look at opportunities to improve service delivery and work with the FMI to implement improvements.

We know flexibility is important and take a hybrid approach to working.

Grosvenor is proud to be a Disability Confident Committed employer.