Continuous Improvement jobs in Grande-Bretagne

Role purpose :

To deliver an exceptional customer experience for all occupiers, visitors and stakeholders across Brindleyplace. To act as the first point of contact for all FM-related enquiries, ensuring seamless communication between occupiers and the estate management team.

Lead the front-of-house and customer service functions across Praxis’ buildings, promoting a culture of service excellence, responsiveness and continuous improvement.

Plays a pivotal part in reinforcing Brindleyplace’s reputation as a best-in-class, welcoming and professionally managed destination within Birmingham’s city centre.

• The Senior Client Services Manager is the visible, front-line of the estate for tenants and the asset / property management team.
• Proactively engage with occupiers to understand needs, priorities, resolve operational issues, liaise on servicing schedules and ensure the delivery of consistently high standards across front-of-house and shared services.
• Work closely with the Estates Director and FM teams, to ensures effective coordination between operations, contractors, and customer experience functions — creating a smooth, professional, and positive environment throughout the estates

• Act as the principal day-to-day escalation for occupiers on service-related issues.
• Build and maintain strong relationships with tenant representatives, ensuring timely communication and resolution of queries.
• Lead regular occupier meetings and communications to capture feedback, promote estate initiatives and encourage collaboration.
• Work with the Estates Director to develop and implement customer service standards and engagement strategies across the estate.
• Lead the resolution of customer service delivery issues with the wider Praxis team presenting a seamless solution to tenants.

• Lead front-of-house, reception and concierge operations across all Praxis-managed buildings at Brindleyplace.
• Ensure all front-of-house teams deliver a consistently professional, welcoming and brand-aligned experience.
• Manage service partners and contractors, ensuring compliance with service standards and KPIs.
• Deliver induction and training programmes to maintain high levels of service, presentation and professionalism.
• Manage team performance within the company performance management processes, including the effective management of any under performance

• Work closely with FM, security, cleaning, and maintenance teams to ensure a seamless service experience for occupiers.
• Coordinate response to day-to-day FM queries and requests, escalating and tracking through to resolution.
• Support delivery of estate-wide events, marketing activations and visitor engagement activities.
• Maintain clear communication channels between operational teams, occupiers, and the estate management office.

• Drive a proactive, customer-focused service culture across all operational touchpoints.
• Monitor performance, collect feedback and identify service improvements.
• Contribute to the development of estate-wide service delivery initiatives, including digital communication and customer experience platforms.
• Support ESG, wellbeing and community engagement initiatives, ensuring these are reflected in customer-facing operations.

• Oversee front-of-house budgets, ensuring cost efficiency and value for money.
• Support management of FM communications to occupiers.
• Ensure accurate record-keeping of occupier requests, complaints, and service delivery metrics.
• Provide reports and updates to the Estates Director and Property / Asset Management Teams on customer service trends and operational performance.

Professionalism | We seek to outperform expectations with individuals able to express themselves whilst always upholding the highest professional standards

Ownership | Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blame

Entrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisions

Meritocracy | Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potential

Action This Day | We never put off anything until tomorrow that can be done today

Based on-site 5 days a week at Brindleyplace

Praxis Facilities Management Ltd (“PFM”) provides the necessary on-site services to Praxis Real Estate Management managed properties which includes 400+ directly employed individuals covering management, operations, marketing, security, administration, maintenance, and cleaning.