Purpose of the Role
The purpose of the Property Manager role is to contribute to the seamless operation by effectively managing customer interactions and providing crucial support to the property management team with property-related activities. This role serves several key purposes;
* Enhancing customer experience.
* Being an integral part and support the property management team (Senior Property Manager and Engineering Manager).
* Support the senior property manager and surveyor to field occupier, landlord and letting agent queries.
* Contribute to marketing and promotional activities and initiatives across the building.
* Contribute towards the preparation and reconciliation of the service charge budget
* Support with the property management compliance and maintain up-to-date records and contribute towards overall compliance of property- related activities and assist in preventing potential issues or risk.
* Gather customer feedback and collaborate with relevant teams, to identify areas for improvement in customer service and implement enhancements.
* Manage the service partners on-site, ensuring they are delivering the standard operating procedures.
Key Responsibilities
Customer Engagement:
* Interact with clients and tenants in a professional and courteous manner.
* Respond promptly to customer inquiries and work alongside the property management team to resolve issues effectively.
* Build and maintain strong customer relationships to enhance overall satisfaction.
* Gather customer feedback and relay insights to the management team for continuous improvement.
* Facilitate communication among Property Management teams, occupiers, service partners and building users to ensure all are informed about Property news, events and policies.
* Drive awareness of building activities and initiatives including social value and wellbeing activities.
Property Management Support:
* Assist in management of the property, including property inspections, maintenance co-ordination and supporting the leasing agents with any initial letting queries.
* Management of the building dedicated app, ensuring the building branding is consistent.
* Work alongside the property management team and the surveyor to develop and deliver the building strategy.
* Act as the first point of contact for general enquiries from contractors/suppliers/tenants with a view to resolution.
* Control of third-party activities on site for minor events held in reception in relation to placemaking and community tenant interaction. This will involve ensuring safe method of working RAMS are carried out and the appropriate permits to work are issues.
* Assist the wider Property Management team with gaining various accreditations such as BREEAM in use, Apple Award, Clean City Awards and maintaining existing accreditations.
* Ensure all quality systems and procedures are followed, including monitoring and improving KPI and SLA statistics.
* Ensure familiarity with base build information, occupier handbook and building procedures, suggesting and implementing improvements where necessary
Experience
* Work alongside the building dedicated app provider to maintain and continuously improve the platform, building on any feedback from customers and acting upon feedback accordingly.
* Deliver an inviting and memorable customer journey, working along side relevant service providers to achieve this.
* Work with the Surveyor and the Senior Property Manager to deliver a calendar of events and campaigns tailored to the building and it’s customers.
* Review the management strategy for Level 7 business lounge and highlight areas for improvement.
* Support the overall management of Level 7 and the organisation of events for customers.
* Act as an ambassador for the HyLo experience standards, ensuring the Savills team and service partners deliver an excellent customer experience for all building users.
* Embed customer experience into the culture, day to day activities, policies and procedures of the entire HyLo team.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Skills, Knowledge and Experience
Skills and Knowledge
* Strong communication skills to effectively engage with all stakeholders of the building.
* Ability to handle occupier and contractor queries, resolve issues and maintain positive relationships.
* Excellent organisational skills to manage multiple tasks and priorities in a fast paced environment.
* Attention to detail.
* Proficient in all Microsoft Office software.
* Permits and RAMS.
* Proactive approach to problem solving.
* Ability to work collaboratively with colleagues and service partners.
* Team player attitude and willing to contribute to overall office efficiency.
* Understanding of marketing principles to contribute to strategies for customer engagement and property promotion.
* Experience in delivering customer engagement.
* Ability to assist in the creation of marketing materials and promotional content.
Experience
* Prior experience in a property management role.
* Demonstrate success in handling customer queries and maintaining relationships.
* Understanding of property management team’s function and prior experience in working alongside a team to achieve a common goal / succeed in a task.
* Ability to contribute to a positive and collaborative workplace culture.
* Ability to work in a dynamic environment and ability to adapt to changing priorities.
* Ability to hand challenging situations with composure and professionalism.
Working Hours - 09:00 – 17:30
Salary - £50,000 - £57,000 (depending on experience)
Please see our Benefits Booklet for more information.