Head of Occupier Experience

Foundation Recruitment; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

NEBOSH / NEBOSH Fire

IWFM qualification

RICS membership

Job summary

Foundation Recruitment in London is seeking a Head of Customer Experience to shape what it feels like to work at a premier, iconic estate. You will lead on occupier experience and set the standard for service across offices, shops, and homes.

You’ll build relationships with occupiers and stakeholders, manage budgets and reporting, and lead a high-performing estate team to deliver exceptional service. Bonus points for external qualifications in facilities or construction.

Qualifications

• Strong leadership with ability to motivate and manage a team
• Excellent customer service and relationship-building skills
• Experience managing service charge budgeting
• Knowledge of alterations/construction processes and statutory compliance
• Experience with building plant, maintenance and compliance
• Excellent organisation and attention to detail

Responsibilities

• Build strong relationships with occupiers, stakeholders and management
• Create welcoming spaces through occupier and community events
• Implement ideas to raise service standards guided by feedback and data
• Own service charge budgets, variance reporting and occupier reporting across commercial buildings
• Oversee M&E, fit-outs and LTA process with building consultancy teams
• Collaborate with occupiers on ESG goals and company targets
• Lead health and safety, compliance and emergency planning
• Develop and lead a high-performing estate team including line management of an Assistant Property Manager

Job description

We're hiring: Head of Customer Experience, London

Working at one of London's most iconic estates, a vibrant mixed-use destination of offices, , shops, restaurants and homes.

We're looking for a Head of Customer Experience to shape what it feels like to work here. That means making this a place occupiers love coming to every day, not just somewhere they have to be.

What you'll be doing

• Building strong relationships with our commercial and retail occupiers, stakeholders and the wider management team
• Creating welcoming, buzzing spaces through occupier and community events
• Bringing fresh ideas that raise the bar on service, guided by customer feedback and data
• Owning service charge budgets, variance reporting and occupier reporting across the commercial buildings
• Overseeing M&E, fit-outs and the licence to alter (LTA) process with our building consultancy and engineering colleagues
• Working with occupiers on their ESG goals and helping us hit ours
• Leading on health and safety, compliance and emergency planning
• Leading and developing a high-performing estate team, including line managing our Assistant Property Manager

What you’ll bring

• Natural leadership, with the ability to motivate, delegate and empower a team
• Excellent customer service and relationship-building skills
• Solid experience of service charge budgeting
• Knowledge of alterations and construction processes, and of property statutory compliance
• Confidence with building plant, maintenance and compliance
• Sharp organisation and an eye for detail

Bonus points for

NEBOSH / NEBOSH Fire, IWFM qualification or RICS membership

If you're ready to be the face of a truly unique destination and to set the standard for occupier experience in London, we'd love to hear from you.