Facilities and Client Experience Manager

Hines; City of Westminster; On-site; GBP 52,000 - 76,000; Full time

Job summary

Hines, London-based, seeks an experienced Facilities and Client Experience Manager to lead day-to-day management and service delivery for a premier office property in Central London. You will drive first-class customer experiences, oversee tenants, and coordinate building services with a focus on collaboration and innovation.

You will work with the Facilities Manager and Surveyor to ensure HS, safety, and regulatory compliance while developing client relationships and strategies to exceed

Qualifications

• Experience of working within Central London property whether that is in a building management or front of house role.
• Passion for delivering first-class service and a desire to exceed customer expectations to deliver a best in class service.
• Experience of liaising with clients, tenants, consultants, local authorities
• Knowledge of current Health & Safety legislation
• Knowledge of buildings, maintenance and service

Responsibilities

• Maintain and manage the client’s property in a cost-efficient manner.
• Act as primary day-to-day contacts for the tenants, handling tenant requests and concerns promptly and personally, wherever possible.
• As the first point of contact, offer a warm and professional welcome to all visitors and occupiers, ensuring visitors are appropriately signed in and checked out of the building.
• Deliver on the day-to-day management of the property, build on the existing relationships and develop strategies to help exceed the occupiers’ expectations in terms of service delivery.
• Protect the interests of the client / Helix as their representative, and conduct any facilities/building related business in a professional and business-like manner at all times.
• Total familiarisation with all layouts and systems for the building.
• Liaise with the Facilities Manager to ensure compliance with all H&S regulations and legal requirements at the building.
• Maintain the highest standards of professionalism and Facilities and Property Management at all times.
• Strong focus on customer experience and service delivery required.
• Oversee and coordinate building personnel and services to ensure the delivery of excellent customer service to all tenants.
• Manage property amenities and the delivery of related services to tenants.

Skills

Strong communication

Customer-focused

Front of house experience

Teamwork

Education

IOSH

Tools

Excel

Word

MS Outlook

Job description

Overview

When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.

Helix - A Hines Company

Helix is a specialist property management company established in 1996. We are focused on building long-lasting and transparent client and occupier relationships. We manage a nationwide portfolio of over 200 properties totalling around 7.5 million sq.ft. and comprising all commercial asset classes. Our whole business, including the accounts team, is under one roof with all staff based in the same Central London office. For further information, please visit Helix’s website: www.helixproperty.co.uk.

In February 2022, Helix was acquired by Hines marking an exciting new chapter to further propel our property management offering and customer centric approach in the UK. Helix has had a long-standing relationship with Hines over the past 10 years, providing property management services across the majority of properties in the Hines UK portfolio.

Responsibilities

The Facilities and Client Experience Manager will be responsible for all aspects of the day-to-day management and of first-class service delivery of maintenance, cleaning, security, postal services, service desk, IT services, telephone and administration. This individual will also support the Facilities Manager and Surveyor, whenever necessary.

The property is a brand-new office building behind a retained historic facade, in the heart of St. James. It has been meticulously designed to have low environmental impact and embrace circular economy principles to deliver a wealth of sustainable features. We are seeking an individual who is ready to take the next step in their career and progress into delivering high standards in London building management.

The role would suit someone with a passion for customer service and a commitment to creating a workplace where everyone can thrive. We are looking for an individual highly skilled in customer experience/Front of house delivery, looking to move into a building management role. In this role, you will drive service excellence, build strong client relationships, and champion a culture of collaboration and innovation.

• Maintain and manage the client’s property in a cost-efficient manner.
• Act as primary day-to-day contacts for the tenants, handling tenant requests and concerns promptly and personally, wherever possible.
• As the first point of contact, offer a warm and professional welcome to all visitors and occupiers, ensuring visitors are appropriately signed in and checked out of the building.
• Deliver on the day-to-day management of the property, build on the existing relationships and develop strategies to help exceed the occupiers’ expectations in terms of service delivery.
• Protect the interests of the client / Helix as their representative, and conduct any facilities/building related business in a professional and business-like manner at all times.
• Total familiarisation with all layouts and systems for the building.
• Liaise with the Facilities Manager to ensure compliance with all H&S regulations and legal requirements at the building.
• Maintain the highest standards of professionalism and Facilities and Property Management at all times.
• Strong focus on customer experience and service delivery required.
• Oversee and coordinate building personnel and services to ensure the delivery of excellent customer service to all tenants.
• Manage property amenities and the delivery of related services to tenants.

Other

• Act within the authority delegated by Helix.
• As requested, any other duties necessary in the interest of the smooth and efficient running of the building.
• Drive continuous improvement initiatives to exceed customer expectations.
• Ensure all duties and responsibilities are executed to the industry’s ‘Best Practice Standards’ and best practice at all times.
• To be available out of ‘normal’ working hours and at short notice if the needs of the building so require.

Qualifications

Essential

• Experience of working within Central London property whether that is in a building management or front of house role.
• Passion for delivering first-class service and a desire to exceed customer expectations to deliver a best in class service.
• Experience of liaising with clients, tenants, consultants, local authorities
• Knowledge of current Health & Safety legislation
• Knowledge of buildings, maintenance and service

Desirable

• IOSH
• Basic understanding of commercial leases / service charges
• Similar experience within a competitor company

Key Skills

• Strong communication skills, both verbal and written
• Customer focused seeking out ideas for service improvements, feedback and suggestions for development.
• Good numerical skills including computer literacy (Excel, Word, MS Outlook)
• Ability to work alone or as part of a team
• High level of organisational and administrative skills
• Able to use initiative and take responsibility
• Ability to work under pressure
• Excellent customer service delivery levels

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrate local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.