Workplace Manager FTC

Land Securities Group PLC; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Performance based annual bonus plan

25 days annual leave (plus bank hols)

Enhanced pension contributions (up to

Private medical insurance & health/ins

Share plans & volunteering days

Job summary

Landsec in London is seeking a senior Workplace Operations professional to lead the delivery of a premium workspace experience across flagship assets. You will act as the go-to person for delivering exceptional customer experiences by guiding service partner teams and maintaining strong customer relationships.

Responsible for a circa £5 million service charge budget, you will shape workspace strategies, drive innovation, and ensure an inclusive, high-performing onsite culture among teams.

Qualifications

• Business acumen and market awareness
• Strong customer service orientation
• Ability to influence and lead multiple stakeholders
• Proven ability to manage budgets and drive cost efficiency
• Comfort with driving continuous improvement and innovation

Responsibilities

• Deliver a premium, proactive workspace experience to customers across assets.
• Lead service partner performance to meet or exceed SLAs and standards.
• Own and report on financials, including a circa £5m service charge budget.
• Shape workspace strategies to differentiate Landsec in the market.
• Collaborate with Portfolio, Finance, Security, Health & Safety, and HR teams.

Skills

Customer focus

Decision quality

Relationship building

Leadership

Budget management

Job description

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.

THE ROLE

Reporting to the Workplace Operations Director, you will play a key part in enabling us to deliver a premium workspace experience for our customers. Getting the basics right is important. To do that, you will have responsibility for making sure our workspaces are clean, healthy, safe and secure. You will manage by example, setting the standard for delivering brilliant customer experiences by creating productive and enjoyable environments in some of our most prestigious workspaces across Central London. As the “go-to person”, you will be passionate about delivering an exceptional customer experience and you will work with our Service Partner Teams to achieve that, providing them with the direction and motivation to achieve aspirational results.

Creating a workspace that provides an exceptional experience is our priority, so it is vital that you promote and maintain positive relationships with our customers and local communities. As a result, you will be responsible for the creation and delivery of our workspace strategies, regularly exceeding customer’s expectations and driving forward new ideas and innovation.

Your responsibilities will also include accountability for a service charge budget of c. £5m, enabling us to deliver amazing work and public spaces. In addition, and in line with our strategic objectives, we have to look to the future. Drawing on your operational experience and knowledge of our customers, you will help shape the look and feel of our workspaces in a way that sets us apart from our competition and that champions a supportive and inclusive culture for the onsite teams.

You will be passionate and dedicated to deliver great customer experiences. You will love finding new and innovative ways of doing things and will play a key role in driving a consistent approach to our workspace strategies across the portfolio, helping us to forge new ways of working.

Scope of job

People

No direct reports

Financial

Accountable for service charge budget of c.£5m

Other

Responsible for the customer service experience.

Manage relationships and work collaboratively with key stakeholders from across the business (Portfolio, Finance, Security, Health & Safety, HR)

This role is circa 9 months FTC.

PRINCIPLE ACCOUNTABILITIES

Customer Experience

• Responsible for delivering a premium, proactive and innovative workspace 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.
• Contribute to the annual customer survey process, taking responsibility for creating and implementing any resulting action plans.
• Position Landsec as the partner of choice.

Financial Management

• Responsibility for the management of financial and commercial risk, setting of budgets and controlling finances within budget parameters.
• Regular reporting to customers (and the business) on progress against forecast.
• Ownership of the non-recoverable P&L for each asset, with responsibility for managing a Service Charge budget of circa. £5 million.

Commercial Planning & Energy Management

• Work in partnership with the Portfolio team, contributing to the asset strategy for their buildings, ensuring that this is aligned to achieve our financial and commercial objectives.
• Proactively identify opportunities for innovation and areas where commercialisation 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.
• 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.

Workspace Management

• Use your knowledge and experience to generate ideas and innovations that create exceptional workspaces for our customers, understanding the value and importance of operating a healthy environment which is clean and secure.
• Responsible for ensuring that the spaces we deliver allow our customers to be more effective and successful in achieving their own business objectives on a day to day basis.

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.
• Proactively ensure all service partners are regularly reviewed and that SLA’s are being appropriately managed and monitored.

Other

• Liaise with local authorities and other community stakeholders where required
• Responsibility for 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

Decision making authority

The role will be responsible for all day-to-day decisions relating to the customer workspace experience and operational service delivered in the asset(s) you manage. Those decisions could include (but not be limited to) people, finances, sustainability targets, technical delivery, service partner performance and workspace experience.

ESSENTIAL CRITERIA

• Business Acumen – Knows how the business works in context of the market – aware of current and future strategies, tactics, trends, policies and practices
• Customer Focus – Establishes and maintains effective customer relationships – dedicated to meeting their expectations and acting with customers in mind
• Decision Quality – Makes good and accurate decisions that are valued by others when judged over time.
• Courage and Resilience - Able to remain calm and positive under pressure. Leads others through change and uncertainty. Recovers quickly from setbacks. Is willing to take difficult decisions and to tackle tough issues.
• Relationship building - Builds constructive and effective relationships, relating well to all kinds of stakeholders, inside and outside the organisation.
• Curiosity and Innovation - Is willing to consider and experiment with new ways of doing things. Encourages others to put forward innovative ideas. Is prepared to take calculated risks and to adopt cutting edge approaches.
• Acting as a Role Model - Acts as a role model by being honest, authentic and consistent. Takes responsibility and inspires others by setting high standards and by showing a high degree of passion and commitment.
• Teamwork – Encourages collaboration, cooperation and trust within and across teams – balances own and team interests, resolving conflict or differences of opinion when required.
• Accountability and ownership – Personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon.
• Perspective - Has a broad ranging awareness and understanding of issues and challenges - can pose future scenarios, think broadly and discuss multiple aspects and impact of issues on the organisation.
• Tenacity – Constantly and consistently pushing self and others for results – can be counted on to deliver results, very bottom-line oriented.
• Priority setting – Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.
• Developing self / direct reports - Is a people builder who constructs compelling development plans – aligned with individual’s career goals and based on challenging and stretching development activity.

Life and Benefits at Landsec

We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.

Below are some of our core benefits, make sure to visit our My Total Reward page for more information.

• Performance based annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year. Enjoy an additional three-day December festive break on top of your leave and a special ‘My Day’ to take off for whatever you choose.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
• Private medical insurance, Health Cash Plan, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies (view our Family policies page for more details)

• Two different share plans enabling you to share in the success you will help to build
• Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause

Diversity and Inclusion

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.

We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing [e-mail]

To find out more about our approach, visit our Diversity and Inclusion page.