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manager London, England

Landsec

Full Time London, England 70000 - 50500 GBP ANNUAL Today

Job description

We’re Landsec

Sustainable places. Connecting communities. Realising potential. We live by these principles to create great experiences for people, now and in the future.

We create places that make a lasting positive contribution to our communities and our planet. We bring people together, forming connections with each other and the spaces we create. And we provide our customers, partners and people with a platform to realise their full potential.

Having a diverse workforce at all levels will empower us to make better decisions. We know that employing a diverse mix of people makes us a stronger and more sustainable business and one that reflects the diverse society around us. That’s why we encourage people from all backgrounds to apply.

Purpose of job

Reporting to the Senior Workplace Manager, 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.

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.

Other

Responsible for the customer service experience.

Responsible for day to day management of your assigned Myo space.

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

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 Myo as the partner of choice.
Ensure customer tickets are triaged and actioned appropriately
Lead on customer move ins and move outs and ensure a smooth transition throughout
Create and lead on a programme of events in line with Landsec’s values and customer interests

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.

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, and Security) liaising with the relevant team members to ensure standards are set and maintained.
Indirect management of the onsite concierge team.
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.

Key competencies

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