Building & Facilities Operations Lead — Customer‑Focused

As a Building Manager at The Crown Estate, you will drive service and operational excellence by leading on-site teams, engaging with stakeholders, and delivering an outstanding customer experience. You will oversee the daily operations of one or more properties, ensuring safety, security, and the smooth running of all building facilities. This is a hands-on role, ideal for someone with initiative, drive, and attention to detail.

Context of Opportunity / Main Accountabilities

• Act as the single point of contact for all matters relating to the building(s) in scope.
• Oversee all maintenance and repair tasks, including regular inspections, preventative maintenance, and managing reactive repairs.
• Ensure health and safety compliance, maintain records, and oversee security systems and emergency procedures.
• Manage and develop on-site teams, including recruitment, training, and performance reviews.
• Create and manage maintenance and operations budgets, monitor costs, and support contract management of third-party vendors.
• Ensure compliance with all relevant laws, regulations, and building codes, as well as internal policies and procedures.
• Build strong relationships with property owners, occupiers, and service partners, ensuring excellent service delivery and customer satisfaction.
• Champion sustainability initiatives and support The Crown Estate’s targets for net zero carbon, waste reduction, and social impact.
• Oversee public realm areas adjacent to the property, ensuring high standards of service and safety.
• Manage documentation, including O&M manuals, occupier handbooks, and compliance records.
• Support customer fit-outs, understand lease terms, and manage service charge budgets.
• Lead on risk management, business continuity planning, and insurance matters.
• Maintain familiarity with building systems (HVAC, MEPH), and ensure planned preventative maintenance is delivered.
• Conduct safety inspections, manage contractors, and ensure all activities are compliant with regulations and best practice.

Most Important Skills-Based Requirements

• Proven experience managing commercial buildings, with a strong understanding of property management, statutory compliance, and building services operations.
• Appropriate trade or professional accreditation and/or qualifications in real estate, facilities, technical, or commercial management (e.g., IWFM, NEBOSH, CIBSE; IOSH required, NEBOSH preferred).
• Confident understanding of building systems, maintenance, and compliance requirements.
• Strong communication, interpersonal, negotiation, and leadership skills for managing staff, tenants, vendors, and stakeholders.
• Skilled in mentoring and motivating teams, promoting a positive culture, and driving high performance.
• Passion for delivering exceptional customer service and enhancing occupier satisfaction.
• Experience in contractor and KPI management, service charge budgeting, and compliance reporting.
• Excellent organisational and time management skills, able to handle multiple priorities and respond effectively in emergencies.
• Commercial awareness and the ability to identify and develop business improvement opportunities.
• Proficiency in Microsoft Office 365 and CAFM systems.
• Commitment to sustainability and ESG principles, with a forward-thinking approach to responsible property management.

We welcome applications from all backgrounds and are committed to creating an inclusive environment for everyone. If you’re passionate about building management and ready to make a positive impact, we’d love to hear from you.

Our Offering / benefits:

As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from flexible working; market leading family policies and shopping discounts in the West End, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more. We value work-life balance and your wellbeing highly, enabling you to be your best self to work.

Disability Disclaimer: We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk). We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.