Property Relationship Manager
Property Relationship Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
This role is based in our Property Management Team which is focused on our historic London Estate in Mayfair and Belgravia. The purpose of the London Estate Property Management Team is to deliver a positive financial contribution to Grosvenor through providing class leading customer service which represents value for money to our customers maximises retention advocacy and net rent.
Placing the customer at heart the Property Relationship Managers (PRM) role is to own the customer relationship within an exciting and diverse portfolio of mixed-use buildings. The role will be reporting into a Director Property management Office who is responsible for a wider portfolio and also working closely alongside a cohort of PRM colleagues as well as the wider Operations and London Estate teams.
Personable and articulate the PRM strives to fully understand the customers wants and needs capturing valuable insights to support mutual success. The role provides exciting opportunities to become involved in all aspects of improving the customer experience. We have a number of ambitious projects underway where we are aiming to drive value through innovation and improvements to our processes. With this in mind we welcome ambitious creative forward-thinking and effective people who share our desire to make a difference in all areas of our service delivery.
The PRM is passionate about driving forward Grosvenors sustainability and community objectives and uses their excellent customer relationships to create advocates of various other business strategies from marketing through to development activity. The role is predominantly based in our London offices although some opportunity for flexible working can be considered.
Key Responsibilities:
- Customers Provide exemplary customer service to all customers developing valuable relationships with all relevant customers in your portfolio. Deliver an agile responsive and intuitive customer experience placing Customers at the heart of everything we do. Assist with activities related to measuring customer satisfaction. Lead all customer move-in and move-out journeys. Manage any customer complaints escalating to the Management Surveyor where appropriate.
- Insights Capture and share valuable insights from your customers on a regular basis with the Management Surveyor to aid decision making and drive business improvement. Set up retail customers on Retail Advantage and ensure that daily turnover data is entered weekly by all customers required to provide turnover information.
- Financial Work with FMI to review services to align with customer requirements ensuring we provide a value for money customer centric service. Support customer accounts to minimise arrears.
- Buildings - Work with the Operations team to support exceptional service delivery and ensure all directly managed buildings within the portfolio are fully functioning and operating efficiently. Monitor and encourage contracted on-site staff/front of house teams to deliver aspirational standards of customer service reporting issues to the Service Performance Manager.
- Compliance- Working with the FM to ensure key public spaces including those with an enhanced public realm are safe and free from defects the portfolio is safely managed and in-line with GPUKs H&S policies vacant buildings are appropriately managed in accordance with void management processes and supporting with any relevant communication required to customers around the effective management of the property.
- Service Charge Responsible for ensuring timely and accurate service charge communication to customers. Together with Facilities manager coordinate and deliver tenant budget meetings.
- Community Understand the key drivers within your customer community and deliver high quality community engagement to support the business social impact goals. Lead effective customer meetings customer insights community forums and green lease forums. Support Marketing and Public Spaces in their delivery of the district strategy.
- Sustainability As Climate Ambassadors for your portfolio you actively engage in driving sustainability solutions to contribute towards GPUKs 2030 net carbon goals.
- Innovation Working with members of the wider Operations and London Estate team (e.g. Marketing Innovation team) contribute to the development and implementation of new customer services that add value. Support Asset Managers and Development Managers in their delivery of the district strategy (e.g. garnering support for planning applications).
Key requirements:
- Exemplary and professional customer focused attitude. Able to deal with queries in a prompt and professional manner.
- Strong communication skills Excellent level of spoken and written English and good ability to draw out concise explanations and produce well written customer communications.
- Proven ability in managing a diverse property portfolio.
- Technical building knowledge covering fabric M&E and systems.
- Thorough understanding of statutory regulations including requirements under Landlord and Tenant Acts.
- Commercially aware with good business acumen.
- Strong commitment to sustainability environmental stewardship and positive social impact.
- Discretion and sensitivity in dealing with confidential matters.
- Ability to understand analyse challenge and communicate service charge budgets.
- High level of attention to detail.
- Organisational ability to meet targets and deadlines able to cope with peak periods and high volumes.
- Ability to work on own initiative with a proactive and flexible attitude.
- Good IT and software skills - experience of Yardi Voyager desirable.
- Understands sustainable ways of working to minimise environmental impact.
- Understand customer risks and step in / escalate where required.
- Ensure that we proactively respond to all customer queries.
We know flexibility is important and take a hybrid approach to working please contact us for further details.
Grosvenor is proud to be a Disability Confident Committed employer. If you would like to speak with us for more detail please contact
We want you to have every opportunity to show us your strengths. There are adjustments available for our process please contact us on to discuss.
To apply for this job please click on Apply.
To begin your application you will be asked to create an account.
Please carefully read our Recruitment Privacy Notice before proceeding with an application. The privacy notice sets out how Grosvenor obtains uses and protects the personal information which you provide to us. You can read the notice here - Experience:
Manager
Employment Type
Full-Time
Key Skills
Similar Jobs
Dr. Job is an online platform that connects employers with skilled job seekers, facilitating the search for job opportunities and top talent. Established in 2015. Dr. Job Pro has emerged as the world premier job portal, attracting thousands of job seekers every day from all over the world.
Follow Dr.Job
Dr Job FZ LLC. 2025 © All Rights Reserved