Customer and Operations Manager - Kings Cross Estate, London Management · Kings Cross Estate

Purpose of the Role

King’s Cross is one of London’s most distinctive and successful mixed-use developments - an inspiring place to work, visit and live. The estate brings together a vibrant blend of culture, creativity, commerce, and community across 67 acres of beautifully designed public realm. Home to global businesses, world-class education institutions, independent retailers, award-winning restaurants, major cultural organisations and diverse residential neighbourhoods, King’s Cross is a destination that champions innovation and sustainability.

We work in partnership with The King’s Cross Group, who directly work for the owners of King’s Cross, to deliver operational excellence by putting our customer first. As part of the King’s Cross Estate Service Team, you will be part of the team that contributes to maintaining a welcoming, safe, and high-quality environment that reflects the estate’s commitment to excellence. We work collaboratively with partners, occupiers, and the wider community to ensure the area continues to thrive, delivering exceptional experiences for everyone who spends time here, whether that be occupiers or the 19 million visitors who visit the Estate.

Joining us means becoming part of a forward-thinking, people-centred estate that values creativity, integrity, and continuous improvement. As part of the King’s Cross Estate Service Team, you will act as ambassador for King’s Cross, bringing our team values to life daily (Love King’s Cross, In it Together, Protect the Planet, Truth and Honest and Keep it Real). You will contribute to maintaining a welcoming, safe, and high-quality environment that reflects the estate’s commitment to excellence.

People, Planet, Performance, Progress – King’s Cross’ ambition is to be a global exemplar of progressive city life. Inclusive, humane, modern urban city living. This is an incredible opportunity to act as a key ambassador for King’s Cross, managing customer relationships and curating an exceptional experience for all key stakeholders.

The Customer and Operation Manager will deliver building management services across prestigious properties within the King’s Cross portfolio, which encompasses a 67-acre, mixed-use development combining high-end retail, Food and Beverage and commercial offices. The Customer and Operations Manager will support the Head of Property Operations in delivering first-class property management and an unparalleled level of service as a part of the King’s Cross Estate team.

The role will lead on various administrative duties, service charge management and reporting, specific projects, service partner management, helping to deliver the King’s Cross’ vision. The successful candidate will collaborate with a wide array of senior stakeholders and ensure the King’s Cross brand, values and standards are upheld at every stage.

The role is ideally suited to someone with initiative, drive and exceptional organisational skills, attention to detail and excellent written and verbal skills. The Customer and Operations Manager will work closely with the Head of Property Operations, Senior Property Managers, Savills and management teams with line management responsibility for an Assistant Property Manager.

Key Responsibilities

• Customer Experience & Stakeholder Engagement: Act as the primary liaison for property owners and occupiers, fostering strong, professional relationships through regular reporting, structured meetings, and open, ongoing communication. Develop a deep understanding of occupier needs, ensuring their feedback is captured, communicated to stakeholders, and used to enhance service delivery and customer satisfaction. Lead consistent and effective communication strategies across all touchpoints, aligning tone, content, and method in collaboration with service partners and internal teams. Build and maintain collaborative relationships with service partners, client departments, and the wider Savills team to ensure seamless operations, innovation, and alignment with estate-wide objectives. Support the mobilisation and smooth transition of new assets into management, working closely with client leads and internal departments to ensure operational readiness. Implement and oversee a property delivery plan aligned with the Kings Cross Estate strategy, focused on delivering exceptional customer service, fostering community, and embedding accountability in decision‑making. Monitor and manage on‑site service delivery, proactively addressing issues and minimising disruption to occupiers. Partner with senior leadership and communications teams to conduct regular feedback sessions, using insights to drive continuous improvement and maintain high levels of occupier satisfaction.
• Leadership, Team Development & Culture: Take full ownership of building team development by ensuring all training, welfare, and performance needs are identified, reviewed, and actioned in line with company training policies and appraisal processes. Champion the KCES vision and values, embedding them into every aspect of building operations to drive a culture of excellence, integrity, and customer focus. Foster a resilient, adaptable, and self‑motivated team culture, promoting a proactive, can‑do attitude and a methodical approach to problem‑solving. Lead by example with a passion for service delivery, providing inspirational leadership that motivates, mentors, and empowers team members to achieve their full potential. Drive operational excellence by coaching and developing assistant property managers, ensuring they receive structured inductions, ongoing professional training, and regular performance feedback. Cultivate a high‑performing, customer‑focused team environment that embraces innovation, sustainability, and continuous improvement. Build strong, collaborative relationships with service partners to ensure statutory compliance is consistently met and a culture of outstanding service is maintained across the estate.
• Contractor Management: Take full ownership of contractor performance, ensuring all service commitments are delivered in line with company policy and to the highest standards of customer service. Lead monthly KPI meetings with service partners, fostering open, honest dialogue to drive continuous improvement and reinforce a culture of accountability and excellence. Recognise and celebrate outstanding contractor performance across the estate, promoting a positive, service‑driven culture. Address underperformance with resilience and professionalism, setting clear improvement targets and escalating issues where necessary in line with agreed protocols. Demonstrate adaptability by proactively managing procurement processes in accordance with company tender guidelines, ensuring services are fit for purpose and aligned with evolving estate needs. Build and maintain strong, collaborative relationships with all service partners, encouraging transparent communication and shared ownership of operational outcomes. Maintain a working knowledge of key technical and specialist stakeholders to ensure timely resolution of issues and seamless service delivery. Promote a unified, customer‑focused approach among all site delivery partners, ensuring harmonious collaboration in support of estate‑wide objectives.
• Compliance: Demonstrate strong ownership of health & safety compliance, ensuring that all procedures and practices meet current legislation and provide a safe environment for occupiers and staff. Conduct monthly building inspections with a focus on customer impact, maintenance and Health & Safety, ensuring timely resolution of actions and maintaining high standards of safety and presentation. Ensure occupiers are aware of and fulfil their responsibilities and that all incident procedures and risk assessments are current, valid, and clearly communicated. Record, report, and investigate all incidents and accidents with diligence and resilience, ensuring remedial actions are implemented promptly. Act as custodian of all operational manuals, ensuring documentation is accurate, up to date, and reflective of best practice. Maintain high standards of data integrity across all health & safety systems, ensuring statutory obligations are met and records are audit‑ready. Collaborate with the technical team to ensure full statutory compliance, using the CAFM and risk management systems to monitor and report on performance. Adapt to evolving compliance requirements by reviewing and updating key building documentation annually and ensuring timely completion of all risk assessment actions.
• Mechanical & Electrical (M&E): Work collaboratively with the engineering team and M&E service providers to ensure all planned and reactive maintenance tasks are completed safely, efficiently, and with a strong customer focus. Take ownership of asset performance, ensuring plant and equipment are maintained to optimal standards and future lifecycle planning is proactively managed. Demonstrate adaptability by regularly reviewing permit and helpdesk systems, ensuring they remain current and effective. Oversee compliance with house rules and permit‑to‑work procedures, ensuring all contractor activities are safely managed and aligned with operational protocols. Maintain a solid understanding of building systems and compliance requirements, seeking additional training where needed to support service excellence. Support and facilitate occupier fit‑outs, in collaboration with the surveying team and in compliance with License to Alter requirements, escalating to senior professionals when appropriate. Support and facilitate landlord’s CAPEX works.
• Service Charge / Budget Management: Lead the preparation of annual service charge budgets and management accounts, taking full ownership of financial accuracy and adherence to published timelines. Ensure monthly reviews of service charge spend are conducted with attention to detail, addressing discrepancies and maintaining financial integrity. Promote financial awareness among operational colleagues, ensuring all spend is aligned with budgetary constraints and approved processes. Monitor and manage service charge expenditure with resilience and foresight, escalating concerns early to maintain financial control. Ensure all procurement and order processing complies with internal protocols, reinforcing a culture of accountability and customer‑focused financial stewardship. Maintain a strong understanding of the RICS Code of Practice, ensuring all service charge activities are compliant and transparent.

Team Structure

Reports to: Head of Property Operations
Lateral: Senior Property Managers, Engineering Manager, Estate Manager
Direct reports: Assistant Property Managers

Core Competencies

• Property & Facilities Management: Proven experience managing commercial buildings, with a strong understanding of property management principles, statutory compliance, and building services operations.
• Customer Experience: Passionate about delivering exceptional service, with a proactive, can‑do attitude and a commitment to enhancing occupier satisfaction through innovation and attention to detail.
• Leadership & Team Development: Skilled in mentoring and motivating teams, with a focus on embedding company values, promoting a positive culture, and driving high performance.
• Stakeholder Engagement: Strong interpersonal and communication skills, with the ability to influence and build trusted relationships at all levels, including clients, occupiers, service partners, and internal teams.
• Operational Excellence: Experienced in contractor and KPI management, service charge budgeting, and compliance reporting. Adept at managing competing priorities and resolving challenges with a calm, methodical approach.
• Technical & Compliance Knowledge: Confident understanding of building plant, maintenance, and compliance requirements. IOSH/NEBOSH qualified with a comprehensive grasp of statutory obligations and industry best practices.
• Technology & Systems: Proficient in Microsoft Office 365 and CAFM systems, with strong organisational and time management skills to ensure accurate reporting and efficient operations.
• Sustainability & ESG: Actively engaged in sustainability initiatives and ESG principles, with a forward‑thinking approach to responsible property management.

Managerial competencies:

• Ownership
• Planning
• Resilience
• Communication
• Relationship Building
• People Management
• Resource Management
• Strong Work Ethics
• Time Management
• Flexibility
• Leadership

Working Hours: Monday – Friday between 09:00 – 17:30, or as required subject to operational demand.

Salary: £80,000 per annum.

Benefits Booklet for more information.