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    Property Relationship Manager (Fixed Term Contract)

    London | Grosvenor

    Job Details
    Category: Construction
    Posted Today
    At Grosvenor, we seek to recruit and develop people who share our values - Integrity, Respect and Trust - and have the skills and ambition to help us implement our strategy.

    We currently have an opportunity for a Property Relationship Manager to join the Grosvenor Property UK (GPUK) Team. This is a Fixed Term role for the Motcomb Street portfolio, a mixed use retail led estate at the junction of Belgravia and Knightsbridge.

    This role is based in our Property Management Team which is focused on our historic London Estate in Mayfair and Belgravia. The purpose of the London Estate Property Management Team is to deliver a positive financial contribution to Grosvenor through providing class leading customer service which represents value for money to our customers, maximises retention, advocacy and net rent.

    Placing the "customer at heart", the Property Relationship Manager's (PRM) role is to own the customer relationship within an exciting and diverse portfolio of mixed-use buildings. The role will be reporting into a Management Surveyor who is responsible for a wider portfolio and also working closely alongside a cohort of PRM colleagues as well as the wider Operations and London Estate teams.

    Personable and articulate, the PRM strives to fully understand the customers' wants and needs, capturing valuable insights to support mutual success. The role provides exciting opportunities to become involved in all aspects of improving the customer experience. We have a number of ambitious projects underway where we are aiming to drive value through innovation and improvements to our processes. With this in mind we welcome ambitious, creative, forward-thinking and effective people who share our desire to make a difference in all areas of our service delivery.

    The PRM is passionate about driving forward Grosvenor's sustainability and community objectives and uses their excellent customer relationships to create advocates of various other business strategies from marketing through to development activity. The role is predominantly based in our London offices, although some opportunity for flexible working can be considered.

    Key Principles & Responsibilities of Role
    • Customers - Provide exemplary customer service to all customers, developing valuable relationships with all relevant customers in your portfolio. Deliver an agile, responsive and intuitive customer experience placing "Customers at the heart of everything we do". Assist with activities related to measuring customer satisfaction. Lead all customer move-in and move-out journeys. Manage any customer complaints escalating to the Management Surveyor where appropriate.
    • Insights -Capture and share valuable insights from your customers on a regular basis with the Management Surveyor to aid decision making and drive business improvement. Set up retail customers on Retail Advantage and ensure that daily turnover data is entered weekly by all customers required to provide turnover information.
    • Financial - Support customer accounts to minimise arrears.
    • Buildings - Work with the Operations team to support exceptional service delivery and ensure all directly managed buildings within the portfolio are fully functioning and operating efficiently. Monitor and encourage contracted on-site staff/front of house teams to deliver aspirational standards of customer service, reporting issues to the Service Performance Manager.
    • Compliance- Working with the FM to ensure key public spaces, including those with an enhanced public realm, are safe and free from defects, the portfolio is safely managed and in-line with GPUK's H&S policies, vacant buildings are appropriately managed in accordance with void management processes and supporting with any relevant communication required to customers around the effective management of the property.
    • Service Charge - Responsible for ensuring timely and accurate service charge communication to customers.
    • Community Support and deliver effective stakeholder and public engagement in and around the portfolio managed, as outlined in Grosvenor's Community Charter, Positive Space. Understand key drivers and local insights to work collaboratively with customers to maximise positive outcomes. This could include supporting effective customer meetings or community forums, as well as working with the Marketing and Public Spaces team to deliver the district strategy and ultimately support the business' social impact and sustainability goals.
    • Sustainability - As Climate Ambassadors for your portfolio, you actively engage in driving sustainably solutions to contribute towards GPUK's 2030 net carbon goals.
    • Innovation - Working with members of the wider Operations and London Estate team (e.g Marketing, Business Development team) contribute to the development and implementation of new customer services that add value. Support Asset Managers and Development Managers in their delivery of the district strategy (e.g garnering support for planning applications).


    Key Requirements
    • Exemplary and professional customer focused attitude. Able to deal with queries in a prompt and professional manner.
    • Previous relevant experience of property management of a diverse property portfolio. Experience within retail or events management would also be beneficial .
    • Thorough understanding of statutory regulations, including requirements under Landlord and Tenant Acts.
    • Commercially aware with good business acumen.
    • Discretion and sensitivity in dealing with confidential matters.
    • Ability to understand, analyse, challenge and communicate service charge budgets.
    • Understands sustainable ways of working to minimise environmental impact.
    • MRICS/IRPM accreditation- desirable.


    Please note that this is a Fixed Term Contract role for a period of 12 months

    Grosvenor offers a hybrid approach to working - contact for further details.

    At Grosvenor we value diversity and we are proud to be an equal opportunity employer. We are committed to promoting and protecting the physical and mental health and well-being of all our people. If you need assistance or reasonable adjustments due to a disability, please provide details along with your application

    At Grosvenor we value diversity and we are proud to be an equal opportunity employer. We are committed to promoting and protecting the physical and mental health and well-being of all our people. If you need assistance or reasonable adjustments due to a disability, please provide details along with your application

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