Client Services Director - Regents Place

British Land Company; Greater London; Hybride; GBP 120 000 - 180 000; Plein temps

Résumé du poste

British Land at Regent’s Place Campus in London seeks a Client Services Director to lead the coordinated delivery of property and customer services across a complex, mixed-use estate. The role provides visible operational leadership, translating estate strategy into actionable plans, service standards and controlled budgets.

As a senior member of the estate leadership team, you will manage the Property Management team, collaborate with Technical Services, Sustainability, Finance, Asset

Qualifications

• Confident and resilient under pressure.
• Strong communication and influencing skills.
• Experience of contract procurement and management.
• Experience of managing service charge budgets in excess of £6 million per annum.

Responsabilités

• Lead the Property Management team and set clear priorities, objectives, accountabilities and service standards.
• Maintain effective operational management cover across the estate and deputise for the Estate Director when requested.
• Own the quality and consistency of customer service across the estate and build trusted occupier relationships.
• Lead integrated delivery of property management services, align hard/soft services to outcomes and manage partners.
• Provide leadership for health, safety and operational risk; ensure compliance and governance.
• Forecast and control estate budgets; support procurement and contract mobilisation.
• Promote sustainability and data-driven service improvements across campus.

Connaissances

Leadership

Team management

Customer service

Stakeholder management

Health & safety

Budget management

Contracts management

Governance

Sustainability

Communication

Description du poste

Requisition ID11043-Posted15/10/2026-Property Management-London

JOB TITLE: CLIENT SERVICES DIRECTOR
DEPARTMENT: PROPERTY MANAGEMENT

LOCATION: REGENT’S PLACE CAMPUS, LONDON

REPORTING TO: ESTATE DIRECTOR

TYPE OF CONTRACT: PERMANENT

PLACES, PEOPLE, PREFER

Our purpose is to create and manage outstanding places which deliver positive outcomes for all our stakeholders on a long term, sustainable basis.

We are a FTSE listed business with a strong balance sheet and £15.2bn of assets under management. But with just 600 employees you’re given the ability to make a big impact and elevate your career quickly.

Our diverse, passionate team of experts works on some of the most ambitious, innovative and sustainable projects in the country – from our high-quality campuses across central London, to some of the top retail schemes in the UK – providing a rewarding career journey where you can shape how you grow.

We believe in shared success and enabling people to be themselves. If you want to feel listened to and understood in an environment where your opinions count and bright ideas are encouraged, you’ve come to the right place!

In our latest engagement survey, 81% of colleagues said they are proud to work at British Land!

THE ROLE

The Client Services Director is responsible for leading the coordinated delivery of property and customer services across Regent's Place. The role provides visible operational leadership across a complex mixed-use campus, ensuring that buildings and public realm are safe, compliant, resilient, well maintained and consistently deliver a high-quality customer experience.

Working as a key member of the estate senior leadership team, the role leads the Property Management team and works closely with Technical Services, Sustainability, Finance, Asset Management, Leasing, and Development. The postholder will translate estate strategy into clear operational plans, measurable service standards and well-controlled budgets, while maintaining strong relationships with office, retail, laboratory and residential stakeholders.

WHAT YOU’LL DO

Leadership and team management

• Lead, develop and coordinate the Property Management team, setting clear priorities, objectives, accountabilities and service standards.
• Create a collaborative, inclusive and high-performing culture through regular one-to-ones, team meetings, coaching, performance reviews and development planning.
• Maintain effective operational management cover across the estate and deputise for the Estate Director when requested.
• Ensure colleagues understand their responsibilities and have the training, systems and support required to deliver safely and effectively.

Customer and stakeholder experience

• Own the quality and consistency of customer service across the estate, ensuring a visible, responsive and professional management presence.
• Build trusted relationships with occupier representatives through structured engagement, regular operational reviews and timely closure of actions.
• Coordinate onboarding and operational handover for new occupiers, including fit-out interfaces, access, servicing, waste, security, emergency arrangements and building information.
• Monitor customer feedback, complaints and satisfaction measures, identify recurring themes and implement demonstrable service improvements.
• Work with Leasing and Asset Management to support retention, leasing activity, customer propositions and the effective activation of estate spaces.

Operational performance and service partners

• Lead the integrated delivery of property management services across buildings and estate areas, aligning hard and soft services to agreed outcomes.
• Hold service partners to account through clear specifications, contract governance, performance measures, audits, action plans and regular review meetings.
• Ensure maintenance, fabric works, projects and operational activities are properly planned, resourced, risk assessed, communicated and delivered with minimum reasonable disruption.
• Identify opportunities to simplify delivery, combine services, improve value, use technology effectively and share best practice across the campus.
• Maintain robust incident escalation, business continuity and severe weather or disruption response arrangements, with lessons captured and actions completed.

Health, safety, compliance and risk

• Provide leadership for health, safety and operational risk across managed areas, ensuring safe working practices and effective emergency arrangements for colleagues, customers, visitors and the public.
• Ensure statutory, regulatory and company compliance obligations are understood, assigned, evidenced and routinely reviewed.
• Maintain strong governance of permits, contractor controls, risk assessments, method statements, approvals to work, audits and corrective actions.
• Coordinate interfaces with non-managed buildings, occupiers and third parties where responsibilities or emergency arrangements overlap.
• Ensure specialist operational requirements for laboratory and other higher-risk uses are appropriately assessed, documented and managed with competent technical support.

Financial and commercial management

• Lead the preparation, implementation, monitoring and control of estate and building service charge budgets and management accounts in line with agreed timetables.
• Provide clear forecasting, variance commentary, accruals and recovery plans, with early escalation of material risks or pressures.
• Act as a principal operational contact for annual service charge audit activity and ensure supporting records are accurate, accessible and complete.
• Lead or support procurement, tendering and contract mobilisation in accordance with company governance, ensuring service requirements, risk allocation, performance measures and value for money are clearly defined.
• Maintain oversight of lifecycle, fabric and operational investment requirements, distinguishing routine service charge activity from capital and major project needs.

Sustainability, data and continuous improvement

• Embed sustainability and resource-efficiency objectives into day-to-day operations, contracts and investment planning.
• Work with relevant teams to implement lifecycle and net zero carbon action plans, with particular focus on energy, utilities, waste, water and carbon performance.
• Use operational data, building systems, customer insight and trend analysis to identify risks, prioritise interventions and evidence service improvements.
• Keep abreast of property management, customer experience, life sciences and smart-building innovations, preparing practical recommendations for the campus.
• Conduct regular property management reviews and audits across buildings, records and service delivery, ensuring actions are tracked through to completion.

Governance and communication

• Provide concise, accurate and timely reports to the Estate Director and relevant governance forums, highlighting performance, risk, budget position, customer matters and decisions required.
• Maintain effective forums for communication with occupiers, internal teams and service partners on planned works, maintenance, events, service charge and sustainability performance.
• Ensure key decisions, responsibilities and actions are documented, owned and followed through.
• Actively promote the British Land and Regent's Place brands and demonstrate the company values in all interactions.
• Undertake other reasonable duties requested by the Estate Director.

ABOUT YOU

• Confident and resilient, unphased under pressure with the ability to communicate calmly and effectively
• Creative and solution focused
• High level of interpersonal skill with an effective and flexible personal style to ensure influence and credibility at executive level, amongst all staff, external stakeholders, and the supply chain
• Excellent written and verbal skills in order to work with, provide advice to, train, and promote excellence amongst others
• Able to motivate to improve performance, both within the business and across the wider supply chain
• Experience of contract procurement and management.
• Experience of managing service charge budget in excess of £6million per annum.

OUR SHARED VALUES

our values are what we stand for at British Land, they’re not just a label on the door; they connect us every day to our vision, purpose, and strategy. They help us to promote an inclusive, positive, and collaborative culture. You can read more on our corporate website .

Bring your whole self

Smarter together

Build for the future

A REWARDING PLACE TO BE

Our People – Just ask anyone why they love working here and they will tell you it’s the people. They’re highly talented, passionate, and collaborative! We thank our people with rewards that feel rewarding; you can review our market leading benefits here .