Estates Manager/Helpdesk Manager (Occupier Accounts)

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ESTATE MANAGEMENT / LOCATION - BIRMINGHAM/LONDON

Estates Management - Helpdesk Manager/Estate Manager

Role Purpose

We are looking for a proactive and customer focused individual to join our team. It is a great opportunity to work with Mitchells & Butlers, an established CBRE occupier client, always looking for ideas to improve portfolio performance and drive efficiencies.

The role is within the Industrial & Logistics Vertical in Occupier Accounts, a key service line within Advisory & Transactions.

The candidate will be focused on delivering the highest quality service to the client. A team player, understanding clients' requirements and a strong commitment to providing a responsive quality service are all essential attributes of the role. An ability to communicate with clients and colleagues at all levels is essential.

The successful candidate will work closely alongside estate management colleagues, the client's building managers, solicitors, landlords, tenants and third parties. Day to day work will include managing the estate management helpdesk, triaging the cases and dealing with the more straightforward estate management queries.

The MAB portfolio is made up of 2455 properties across the UK with a mixture of freehold, leasehold and sublease interests.

The Estate Manager will be part of a team of 10 at CBRE.

Key Responsibilities

• Manage the Estate Management Helpdesk (inbox and phone line).
• Log all jobs for the dashboard and allocate to Estate Managers.
• Deal with the more straightforward estate management jobs including:
• Provision of documents
• Dealing with repair requests and title/lease checks from client/tenants/3rd parties.
• Dealing with landlord consents for alterations.
• Providing advice on boundary queries.
• Set up new users to the dashboard; provide support to existing users and regularly validate existing users.
• Ensure all jobs are moving forward in a timely manner and provide management reports to Estate Lead.
• Liaise with client teams, solicitors, tenants, landlords and third parties.
• Build and maintain relations with internal and external clients.
• Identify and implement opportunities to drive efficiencies and improved performance across the team.
• Ensure service delivery is compliant to agreed procedures, SLAs and KPIs.

Other responsibilities could include:

• Responsible for day-to-day management of third parties.
• Dealing with squatters, abandoned cars and assets of community value.
• Conducting property inspections and managing the inspection schedule and any follow up actions.
• Dealing with projects - eg. establishing utility liability on sublet properties and recharging where necessary.
• Completion of CRFs and ETNs.
• Assist with any other estate management issues as required.
• Support other team members whilst on holiday etc.

Person Specification/Requirements:

• Client orientated, capable to adapt to a changing/demanding environment.
• Excellent organisational skills.
• Strong ability to prioritise.
• Very responsive to emails/enquiries.
• Familiar with commercial leases.
• Excellent communication skills.
• Attention to detail.
• Ability to work under time pressure and to meet deadlines while managing conflicting priorities.
• Team player.
• Good experience on Microsoft packages, particularly Excel & Powerpoint.
• Experience in the use of Horizon or other property database an advantage.

Working at CBRE

When you join CBRE you will have the support and resources of a global firm where an entrepreneurial mind-set is encouraged. You'll realize your potential with challenging work, fast-paced assignments, an environment of constant learning and commitment to results. To enable your success, we provide the best tools, training and leaders in the industry.

Our collaborative culture is built on our RISE values and reflects the needs and perspectives of our clients and our people. Our work is guided by our North Star: Creating the real estate solutions of tomorrow, so businesses and people thrive. This informs everything we do-from diversity, equity, and inclusion to sustainability initiatives to workplace safety and wellbeing. At CBRE, we believe that the more perspectives we have, the more dimensions we see. We welcome people with different backgrounds and experiences across industries to apply for open positions even if you do not match every element of the required skills.

About CBRE

CBRE Group, Inc. (NYSE: CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world's largest commercial real estate services and investment firm (based on 2020 revenue). The company has more than 100,000 employees serving clients in more than 100 countries. CBRE serves a diverse range of clients with an integrated suite of services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.

In the UK, we service our clients from our offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Leeds, Liverpool, London, Manchester, and Southampton.

Equal Opportunities

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.