Estate Manager based on a multisite estate in the heart of Chelsea with a combination of residential, commercial, and retail units.

Main Purpose of Job:

• Leading and managing the on site operation and facilities team, providing the highest levels of service to all stakeholders, and maintaining a safe environment throughout the development.
• Financial Budget Management:
• Control service charges and non-recoverable budgets.
• Set site budgets and maintain expenditure levels.
• Prepare reports within expected deadlines. Financial Reporting:
• Ensure timely delivery of finalised budgets and year-end accounts in line RICS Professional Statement’s recommended time lines. This includes issuing service charge budgets at least one month before the year begins and reconciliations within four months of the year-end.

Contract Management

• Regularly review contracts annually.
• Re-tender as appropriate. Health & Safety Compliance:
• Achieve and retain the highest levels of compliance in the Health & Safety Management System (QUOODA). Operational Waste Management & Cleaning Standards
• Manage waste levels to meet company 2030 objectives (90% recycling).
• Maintain the highest cleaning standards throughout the development. Customer Service Satisfaction:
• Deliver high levels of customer/tenant service measured through satisfaction surveys.
• Address queries and complaints constructively and in a timely fashion.
• Maintain high standards of visual appearance throughout the development.

KEY RESPONSIBILITIES

Financial & Professional

• Creating and delivering the Service Charge and non-recoverable budgets and corresponding reports, reflecting the best value and RICS best practice. Resolving tenant queries and accounts team queries concerning service charges where appropriate.
• Provide a comprehensive report of any potential insurance claims together with all supporting information and paperwork as necessary.
• Liaise with the accounts team on all matters relating to supplier’s accounts, invoice processing, administration, and management of contractors carrying out work on site.

Technical & Facilities Operations

• To ensure the security, cleaning and mechanical engineering contracts are delivered to the highest standards, that regular service level reviews take place and that contracts are re tendered as appropriate.
• Ensuring that the CCTV and data collected are robust and collating all data and reporting on all collected data.
• To maintain tenant communication to consistently high standards regarding all facilities and operational issues that may affect them.

Health & Safety

• Maintain awareness of the latest health and safety regulations, providing regular updates to internal stakeholders on compliance requirements. Implement necessary revisions to policies and procedures to uphold a safe and secure working environment for all personnel.
• Ensure all QUOODA Health and Safety compliance is of the highest standard.
• To ensure all annual health & safety and fire risk assessments are completed on time and all arising actions are resolved promptly.
• Review RAMS and issue permits to work. Customer Service
• Ensure that all Tenant queries received are responded to, and where possible resolved within 24 hours.
• To be visible to tenants, managing the on-site team to deliver excellent standards of Customer Service and presentation.
• Oversee and improve Net Promoter Score (NPS) by developing strategies to assess customer satisfaction, analyse feedback, and make enhancements that nurture positive customer relationships. General Operations
• Supervise and lead the effective functioning of the loading bay, collaborating with tenants concerning deliveries, and enforcing safety measures to streamline operations.
• Continuously evaluate and adjust the program, fostering a sustainable environment that achieves high recycling levels and minimises waste for a cleaner, greener future.
• Support the Asset Manager concerning new tenant’s CPSE queries, and post move-in property queries.

People

• To lead, direct and motivate the on-site team, regularly checking that every individual has undergone the appropriate training to allow them to maximise their effectiveness.
• Maintain close contact with your line Manager, other colleagues, and stakeholders.

General

• To ensure all company policies are understood, communicated, and adhered to appropriately.
• To be available outside normal working hours if required.

Person Specification

• Minimum of 7 years of progressive experience in building management, with a focus on mixed-use developments. – Proven track record of successfully managing facilities in a similar context.
• Industry Knowledge: – In-depth understanding of mixed-use development operations and associated challenges.
• Technical Skills: – Proficiency in utilising facilities management software and relevant technology. – Strong knowledge of HVAC, plumbing, electrical, and other building management systems.
• Team Leadership: – Demonstrated ability to lead and inspire a diverse team of maintenance and support staff. –
• Communication Skills: – Excellent verbal and written communication skills. – Ability to interact professionally with tenants, vendors, and internal stakeholders.
• Problem-solving: – Proven ability to identify and resolve complex facilities-related issues. – Strategic thinking to anticipate and mitigate potential challenges.
• Financial Acumen: – Experience in setting Service Charges Budgets and Accounts development and management for facilities operations.

Salary – £60k to £65k

25 days holiday

Generous pension scheme

Private Health-care