Customer Service jobs in United Kingdom

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London, United Kingdom

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706a7314c311

5

12.08.2025

26.09.2025

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Overview

Our Story

Our small Canadian-born business was founded in 1978 and has become a global organization that now spans 120 locations across 20 countries. Our expansion has been rapid, but what matters most is the common belief that drives all 5,000 of our people to be a different type of real estate organization. We believe that the places in which we live, work and play have the power to make us happier and healthier, and we are united by a shared sense of purpose, to have a positive impact on people’s lives. In short, we are a global commercial real estate advisory firm with a simple aim: for real estate to play a leading role in creating vibrant buildings, cities and places that deliver long-lasting social value and economic impact.

Why Work for Us:

We believe that our industry is changing, and we want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Your gender, religion and race are all highly respected, but are less important to us than your ability to step up and change the game. We provide you with a place where you can do just that, with like-minded people. Collaboration is embedded in the way we work – our people have the autonomy to collaborate on client relationships, engage teams across the business, lead operations, work collectively on projects, participate in strategy and are ultimately responsible for our growth. Our distinctive Principal-led, privately-owned model puts us in the enviable position of being able to offer every employee the opportunity to own a share of our business and inspires and allows anyone to become a Principal. This role carries voting rights, so our people have a very real say in the future direction and operation of our business. This means that we are able to attract, engage and retain the best talent from the industry.

Overall Job Purpose

The General Manager has the overall responsibility of the day-to-day service delivery at one of our major assets for the management and provision of facilities services, specifically H&S, building fabric, service charges, occupier fit outs, various projects and occupier engagement.

The GM will oversee and guide other members of the Building Management Team being the Technical Services Manager, Operations Manager for soft services who will report directly to the GM.

The GM will contribute to the building strategy in conjunction with the client’s asset manager and property managers to drive the building forward.

The role is also responsible delivering a high standard of customer engagement with the occupiers and the client’s representatives.

Responsibilities

General Duties

Oversee and direct the Building Management Team. Report directly to the Avison Young Property Management team responsible for the site.

Comprehensively manage, plan and co-ordinate the physical and environmental conditions within the multi-occupied building as designated. Together with the TSM, Operations Manager and service partners the role is responsible for the following duties:

• Ensure all services necessary are provided for the full and effective operation of the building in accordance with the provisions of the lease, as directed by the Management Surveyor.
• Liaise regularly with all the occupiers, keeping them informed of all works and services within the buildings.
• Keep updated Contacts, reports and data on all aspects of the property, in line with ISO 14001 and BREEAM Ratings.
• Ensure regular and quality inspection of the building including all common parts areas, such as corridors, fire escape routes, plant rooms, roof areas, service areas, ensuring issues are recorded and actions taken forwards accordingly.
• Oversee occupier fault reporting and day to day issues and utilising the 110 Help Desk, monitor reactive performance levels via the CAFM system ensuring that service providers achieve their contracted SLA/KPIs.
• Ensure that all insurance claims are satisfactorily handled.
• Assist with the completion of Tenant Applications for works.
• Assist the Management Surveyor in the provision of formal written reports and attend client meetings as required.
• On-going management of energy, sustainability and initiatives and achieving targets set.
• Establish close co-operation and liaison with all local authority departments, local organisations, Business Improvement Districts and businesses and associations as are necessary in connection with the successful operation of the building
• Manage a comprehensive Occupier engagement process within the building to ensure high levels of customer service.

Contract Management

• Attend regular contractor/service provider meetings and take specific ownership for managing the contracts at the site. Inspect site records, method statements and contracts specifications for these contracts on a regular basis. Monitor contractor performance, attendance, cost and value. Benchmarking for quality & costs and adequacy of the contract on a regular basis and in any resultant Tenders.

Health & Safety and Compliance.

• Utilising the AY Compliance system, ensure that all safety records, statutory inspections, reports and documentation are retained and up to date at the properties. Report any unsafe acts/defects to the Avsion Young/Client immediately. All necessary documentation must be on site and complied with at all times, both in Landlords and occupiers’ areas.
• Fire precautions are to be monitored and adhered to at all times; the GM is to ensure that the weekly fire alarm test, emergency light test, sprinkler valve test and fire evacuation drills are completed at the required frequency and logged.
• Ensure the instruction or management of the following:
• Health and Safety Risk Assessment is undertaken annually.Asbestos Register and Management plan is produced, and all hazards managed as appropriate.Fire Risk Assessment or Audit.Legionella Assessment.On Site LogbooksFire Safety recordsWater Hygiene recordsRecords for specific Permits to Work (PTW)Mechanical and Electrical Engineering maintenance recordsCleaning reports and method statements
• Review Landlord’s electricity and gas consumption levels, in conjunction with the energy consultant and AY Environmental Policy and in the view of making savings.
• Undertake regular audits of the building.
• Develop plans for the enhancement of the building, security measures and energy saving initiatives in conjunction with the TSM, Soft Services Manager and colleagues in line with AY Environmental Policy.

Budget Control

• Ensure instructions are issued to external advisers for the provision of ten-year plans for service charge expenditure on both plant and structure. Determine priorities for repair, enhancement, and modification of the building services facilities and equipment in order to implement the five-year plan, in agreement with AY property Managers.
• Approve expenditure, within given authority levels, on building services expenditure and monitor service charge expenditure.
• Oversee the TSM, Operations Manager in the preparation of service charge budget which is to be considered and reviewed by the AY Property Manager. This must be completed as per the AY and the sites budget calendar and at least 3 months before the service charge year end.
• Expenditure is to be monitored throughout the year to ensure that it is kept within budget for the current year or potential overspends are escalated and agreed with the Property Managers and Client accordingly.

Other related duties as directed from time to time

• Carry out other duties as directed by the Property Manager or Client

Qualifications

• Minimum 5 years industry experience, operating at similar level of responsibility
• NEBOSH General Certificate
• Membership of IWFM or other recognised professional body
• Customer and client focussed
• A good understanding and working knowledge of the RICS Code of Practice for Service Charges in Commercial Properties
• Clear leadership and management qualities
• A good understanding of Project and CDM Management
• Experience of developing / updating and implementation of site process and procedure
• Experience of managing a large onsite team and creating a positive culture and working environment for all

At Avison Young, we’ve always put people at the heart of what we do.
In the last few years, we’ve increased the diversity at our board, leadership and Principal levels. Avison Young stands out for our commitment to empowering women. In addition to increasing the number of women on our board and in our leadership ranks, our internal Women’s Network of more than 500 members come together for networking and learning, and advise the business on strategies for promoting access, opportunity and inclusion in our industry.
Our global DEI steering committee shapes our strategy to continue to increase industry access for underrepresented groups and accelerating initiatives led by our employee resource groups, including our Women’s Network, Black Professionals and LGBTQ+ groups. In addition to leading global initiatives, the steering committee’s work examines our policies and practices, creating accountability for results and communicating progress to our executive leadership, our clients and our communities.

Our culture is underpinned by our approach to diversity, inclusion, and well-being. We are committed to building an inclusive culture that:

• empowers all our employees to thrive,
• reflects all backgrounds and talents,
• allows individuals to be successful and feel a sense of belonging,
• and foster a workplace that is supported, inclusive and has a strong sense of community between colleagues.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance underrepresented communities in commercial real estate careers.

As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, such as information in alternative formats or special requirements to access our buildings, or you are eligible under the Disability Confident Scheme please contact us at