Workplace Manager FTC

WE ARE LANDSEC

We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them.

This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe.

Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world.

Places where life happens. Where businesses grow. And where cities are defined.

Office Operations Team

We provide an enriching and inclusive experience across all spaces whilst leading the way in sustainability practices, which put wellbeing of our communities at the forefront of everything we do. Ensuring we manage our space in a way that maximises everyone’s experience. Our goal is create workplaces that people love.

Location: Central London

Purpose of job

Reporting to the Workplace Operations Director, you will play a leading role in creating and delivering a premium workplace experience for our customers. You will manage by example and pride yourself in setting the standard for delivering brilliant customer experiences by creating productive and enjoyable environments in some of our most prestigious workplaces across Central London. As the “go-to person”, you will be passionate about leading from the front and instilling a sense of pride working closely with our Service Partner Teams and providing them with the direction and motivation to achieve aspirational results. You will ensure your workplaces have all the brilliant basics right. To do that, you will have responsibility for making sure our workplaces are clean, healthy, safe and secure.

This role goes beyond the physical space and involves building, promoting and maintaining relationships with our local communities. You will be empowered to interact with the local businesses and communities, bringing our customers along on the journey. As a result, you will be responsible for the creation and delivery of our workplace and ESG strategies, regularly exceeding customers’ expectations and driving forward new ideas and innovation. You will continually be thinking about creating memorable experiences for our customers. This may be through building activations or working with our customers to understand and support their ESG goals.

Your responsibilities will also include accountability for a service charge budget of c. £5m, enabling us to deliver amazing work. In addition, and in line with our strategic objectives, you will look to the future, taking the lead to explore new ways of working, not being afraid to challenge the way things were previously done.

This role is 12 months FTC.

Key competencies

• Global Mindset – Knows how the business works in context of the market – aware of current and future strategies, technologies, tactics, trends, policies and best practices
• Customer Focus – Delighting the customer is at the forefront of all you do. Focused on delivering a seamless experience and memorable interactions with all our building users.
• Decision Quality and Problem Solving – Makes good and accurate decisions that are valued by others when judged over time. Sets priorities and creates focus by eliminating roadblocks
• Courage and Resilience - Able to remain calm and positive under pressure and recover quickly from setbacks. Is willing to take difficult decisions and to tackle tough issues.
• Communication - Builds constructive and effective relationships, relating well to all kinds of stakeholders, inside and outside the organisation.

Principle accountabilities

Customer Experience Delivery

• Responsible for delivering a seamless, proactive and innovative workplace experience to customers.
• Strengthen relationships with our existing customers by proactively engaging with them and listening to their needs, whilst striving to exceed customer expectations.
• Lead by example in delivering a professional, focused service, resulting in customer loyalty and repeat business.
• Conduct regular customer meetings and curate a list of attendees to speak to customers on wider Landsec initiatives
• Contribute to the pulse surveys and annual customer survey process, taking responsibility for creating and implementing any resulting action plans – Position Landsec as the partner of choice, finding pioneering ways to enhance our customers’ experience.
• Stay up to date with the latest workplace innovations and use these insights to help inform customers
• Work with internal teams to bring pop ups, discounts and experiences to your customers

Financial Management

• Responsibility for the management of financial and commercial risk, setting of budgets and controlling finances within budget parameters.
• Management of the RICS Service Charge Budget of circa. £5mil, to include forecasting and reconciliations. Ensure purchasing processes are adhered to throughout the full cycle
• Regular reporting to customers and internal stakeholders on progress against forecast.

Commercial Planning

• Work in partnership with the Portfolio team, contributing to the asset strategy and ensure that this is aligned to achieve operational, financial and commercial objectives.
• Proactively identify opportunities for innovation and areas where commercialization initiatives can be introduced, influencing future growth.
• Understand and promote flexible services & facilities that Landsec can offer customers, in order to generate other revenue streams.

Sustainability & Energy Management

• Engage with the technical and energy teams to ensure that each asset is running at optimal efficiency and help identify opportunities to reduce energy consumption and improve sustainability performance.
• Engage with relevant service partners to enable and enhance green infrastructure across the managed assets
• Collaborate with internal and external stakeholders to deliver the transition to net zero carbon target

Workplace Management & Wellbeing Targets

• Ensure all operations within the allocated portfolio align with the current legislation and industry best practices expectations and manage all compliance at minimum 95% level at all times

Service Partner Management

• Responsible for managing the day-to-day delivery of all service streams on site (e.g. Cleaning, Security, MEBF etc) and liaising with the relevant team members to ensure standards are set and maintained.
• Under Service Partner Management please can we add something along the lines of…
• Communicate concerns with Service Partner performance to the Senior Aspire Service Delivery Manager. Work together to ensure performance management is carried out and that Service Champions and Service Partners are accountable for performance and work together to provide and implement solutions.
• Proactively ensure all service partners are regularly reviewed and that SLA’s are being appropriately managed and monitored.
• Engage and escalate with individual service partner Champions to highlight any performance related issues

Other

• Liaise with local authorities and other community stakeholders where required
• Responsibility for processing customers’ applications for consents relating to Assignments, Sub-letting or Licence to Alters and ensuring compliance with lease covenants
• Regular reporting to the Business Unit and ongoing reviews to ensure business unit is aligned with wider operational objectives and strategies set by LandSec

Knowledge, experience and qualifications

Essential

• Proven track record of collaborative working within a fast paced, dynamic and innovative team

Desirable

• Experience in both the office and retail sectors preferably in a mixed-use development
• Experience of financial management including operational RICS service charge budgets
• Good presentation Skills
• Marketing in relation to property management, retail and events