Property Relationship Manager

Location: Greater London

Property Relationship Manager page is loaded## Property Relationship Manager locations:
70 Grosvenor Street, London, W1K 3JP
time type:
Full time posted on:
Posted Todayjob requisition :
JR04828

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 and amongst our growing flex offices sector. The role will be reporting into a Director Property management – Office 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 Responsibilities**
* ** 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** – Work with FMI and MS (Management Surveyor) to review services to align with customer requirements ensuring we provide a value for money customer centric service.  Support customer accounts to minimise arrears.
* ** Buildings** - Work with the Operations team and TAG (Flexible office) 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 FMI 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. Together with Facilities manager, coordinate and deliver tenant budget meetings.
* ** Community** – Understand the key drivers within your customer community and deliver high quality community…