Head of Residential Block Management in City of Westminster

Responsibilities

• Lead and oversee block management operations for a portfolio of approximately 10 buildings comprising 500 residential units.
• Provide strategic direction, technical expertise, and exceptional client service while managing and developing a small team to deliver operational excellence.
• Oversee day‑to‑day management of circa 10 buildings and 500 units, ensuring compliance with lease obligations, service charge budgets, and regulatory requirements.
• Maintain comprehensive knowledge of each property’s unique characteristics, challenges, and stakeholder needs.
• Serve as primary point of contact for key clients, building strong relationships through proactive communication and responsive service delivery.
• Lead client meetings, presentations, and strategic discussions to understand objectives and deliver tailored solutions that exceed expectations.
• Prepare and present monthly operational performance reports to boards of directors, clearly articulating KPIs, budget variance analysis, service delivery metrics, and strategic recommendations.
• Translate complex operational data into actionable insights for stakeholder decision‑making.
• Provide expert technical guidance on leasehold legislation, lease interpretation, and statutory obligations.
• Work closely with colleagues who are experts in health and safety compliance, fire safety regulations, building defects, and major works projects to deliver comprehensive property solutions.
• Conduct regular site inspections and assess building conditions to identify maintenance requirements, compliance issues, and opportunities for asset improvement.
• Design, implement, and refine operational processes, procedures, and quality standards to enhance efficiency, consistency, and service delivery across the portfolio.
• Establish best practice frameworks, documentation systems, and quality assurance protocols.
• Line manage, inspire, and develop team members through regular one‑to‑ones, performance reviews, training initiatives, and mentoring.
• Foster a culture of excellence, accountability, and continuous improvement while ensuring workload balance and staff wellbeing.

Qualifications

• Professional Qualification: MIRPM (Member of the Institute of Residential Property Management) qualified, demonstrating advanced knowledge of residential property management principles, regulations, and best practices.
• Leadership Experience: Proven track record of managing and developing high‑performing teams, with the ability to motivate, coach, and inspire colleagues to achieve operational excellence.
• Client Management: Extensive experience managing sophisticated client relationships, with demonstrated ability to influence, negotiate, and deliver exceptional service to boards, residents, and stakeholders.
• Technical Knowledge: Deep understanding of leasehold legislation, building maintenance, compliance frameworks, and residential property management best practices, with ability to collaborate effectively with specialist colleagues across health and safety, fire safety, and technical disciplines.
• Business Development Acumen: Commercial awareness with ability to identify growth opportunities, contribute to new business pursuits, and support strategic expansion of the residential portfolio.
• Reporting Skills: Strong analytical and presentation capabilities, with experience preparing board‑level reports that clearly communicate operational performance, financial metrics, and strategic recommendations.
• Process Improvement: Demonstrated ability to identify inefficiencies, design robust processes, and implement procedural improvements that drive operational effectiveness and service quality.