Operations Manager - Media City in Eccles

We are Landsec. We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them. This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe. Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

The Role:

• Reporting to the Workplace Operations Director, you will play a key part in enabling us to deliver a premium workspace experience for our customers. Getting the basics right is important. To do that, you will have responsibility for making sure our workspaces are clean, healthy, safe, and secure.
• You will manage by example, setting the standard for delivering brilliant customer experiences by creating productive and enjoyable environments in some of our most prestigious workspaces across the UK.
• As the “go-to person,” you will be passionate about delivering an exceptional customer experience and you will work with our Service Partner Teams to achieve that, providing them with the direction and motivation to achieve aspirational results.

The Team:

• This role works as part of the Media City Operations Team and has one direct report which is the Workplace Support Assistant.
• Outside of the Operations team this role works closely with the Marketing and Place team with the planning and delivering of events, the Portfolio team for any changes in occupancy and the finance team regarding Service Charge.

Location: This role is based at Media City although occasional travel to other locations may be required.

What you will be responsible for:

• Customer Experience

• Responsible for delivering a premium, proactive and innovative workspace experience to customers.
• Strengthen relationships with our existing customers by proactively engaging with them and listening to their needs, whilst striving to exceed customer expectations.
• Lead by example in delivering a professional, focused service, resulting in customer loyalty and repeat business.
• Contribute to the annual customer survey process, taking responsibility for creating and implementing any resulting action plans.
• Position Landsec as the partner of choice.

• Responsibility for the management of financial and commercial risk, setting of budgets and controlling finances within budget parameters.
• Regular reporting to customers (and the business) on progress against forecast.
• Ownership of the recoverable P&L for each asset, with responsibility for managing a Service Charge budget of circa. £5 - 10 million.

• Work in partnership with the Portfolio team, contributing to the asset strategy for their buildings, ensuring that this is aligned to achieve our financial and commercial objectives.
• Proactively identify opportunities for innovation and areas where commercialisation initiatives can be introduced, influencing future growth.
• Understand and promote flexible services & facilities that Landsec can offer customers, to generate other revenue streams.
• Engage with the technical and energy teams to ensure that each asset is running at optimal efficiency and help identify opportunities to reduce energy consumption and improve sustainability performance.

• Liaise with Building Surveying and Engineering teams to ensure Life Cycle Replacement and Projects are included in Service charge budgets and completed in a timely manner.

• Use your knowledge and experience to generate ideas and innovations that create exceptional workspaces for our customers, understanding the value and importance of operating a healthy environment which is safe, clean and secure.
• Responsible for ensuring that the spaces we deliver allow our customers to be more effective and successful in achieving their own business objectives on a day-to-day basis.

• Responsible for managing the day-to-day delivery of all service streams on site (e.g. Cleaning, Security, Engineering etc) and liaising with the relevant team members to ensure standards are set and maintained.
• Proactively ensure all service partners are regularly reviewed, and that SLA’s are being appropriately managed and monitored.
• Feedback to relevant Service Partner Champions to ensure KPI’s are completed on time.
• Where applicable, adhere to all Service Partner Champion Roles and Responsibilities.

• Liaise with local authorities and other community stakeholders where required.
• Responsibility for customers’ applications for consents relating to Assignments, Sub-letting, or License to Alter and ensuring compliance with lease covenants.
• Regular reporting to the Business Unit.

Your skills, experience and qualifications:

• Essential criteria

• Proven track record of working within a team and motivating others to deliver high levels of customer service.
• Experience of working in a customer-facing environment.
• Experience of financial management including operating and maintaining profit and loss accounts and budget forecasting.
• Experience of delivering operational targets in a fast-paced and changing environment.

Life and Benefits at Landsec:

We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.

• Performance based annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year. Enjoy an additional three-day December festive break on top of your leave and a special ‘My Day’ to take off for whatever you choose.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
• Private medical insurance, Health Cash Plan, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies.
• Two different share plans enabling you to share in the success you will help to build.
• Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%.

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.

Diversity and Inclusion: At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential. We strive to ensure all our information, and services are accessible to and usable by everyone.