Residential Services Manager

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Role Purpose

The Residential Services Manager will operate on-site in central London and oversee the delivery of residential leasehold property services for a single site.

Key Responsibilities

Within this full-time and site-based role, the Residential Services Manager will ensure that the residential common areas and building services are being well-maintained and serviced as per contracts, lease provisions and legal requirements. They will work closely with the on-site team and contractors to ensure a high level of service delivery and act as the first point of contact for any customer service requests from the residents, members of the public and any other stakeholders with support or information requests. The Manager will have primary responsibilities for ensuring that the building services and common areas are safe, secure and compliant. Daily duties will include the implementation, management and control of Standard Operating Procedures, risk assessments and method statements, staffing and service strategies and fire safety management procedures.

The Residential Services Manager will have primary responsibility for producing and managing the service charge budget for the building and for ensuring that legislation and best practice which must influence the service charge and building management strategies, are complied with. They will work closely with the property management team, including the service charge accounts team, to ensure that property management, building management and service charge accounting strategies and services are harmonised and compliant.

The Residential Services Manager will be the face of CBRE's building management services. Regular engagement with leaseholders and tenants, in addition to the residents association, will be required to ensure that management and customer service strategies are developed and evolved to include stakeholder feedback, and that the management vision for the building is promoted. Excellent customer service and stakeholder management skills will play a part in the successful delivery of these aims. The Residential Services Manager will also be responsible for liaising with the development's estate team to help ensure that management strategies for areas of the development which form part of the residential customer experience are informing the overall customer communication and estate management plans.

As the lead manager in the on-site team, the Residential Services Manager will have direct and indirect line management responsibilities. They will form part of a management team which liaises directly with senior managers, client representatives, resident associations and other individuals and organisations. The ability to flex communication styles and to tailor their customer service approach for different stakeholders, will be an essential characteristic for the successful candidate.

This is a busy, mixed-use site and this role will suit someone who takes pride in their service standards, and who can always spot an opportunity for continuous improvement. As part of the CBRE family, the person in this role will form part of a wider team that manages the commercial and public realm areas within the development, with the aim of delivering services within a holistic and harmonious delivery plan.

Person Specification/Requirements

• Proven experience in residential property and facilities management
• Excellent knowledge of building and construction, project management and maintenance standards; able to interpret O&M documents and technical drawings
• Excellent knowledge of health, safety and environmental legislation and management systems, with proven experience of managing and controlling health and safety procedures and policies
• Demonstrated experience in capex and service charge budget management
• Excellent customer service and stakeholder management skills
• Experience of liaising with Resident Associations and external stakeholders, such as housing associations, statutory service providers, and local businesses
• Trained and experienced in the interpretation of property leases; able to recognise what lease covenants need to inform management and service charge strategies
• Good knowledge of leasehold, health and safety and compliance legislation which influences the management and maintenance of residential leasehold buildings
• Proven ability to lead and motivate staff, manage relationships, and drive results in a team environment
• Strong interpersonal, verbal and written communication skills. Able to tailor their communication style to suit their audience.
• Proven experience working with high-end residential properties is essential
• Proven experience of managing change management and ongoing compliance requirements for Higher Risk Buildings is highly desirable
• Strong analytical, critical-thinking and negotiation skills will be highly beneficial
• Relevant qualifications such as NEBOSH IGC certification, IOSH certification, or relevant professional memberships such as IRPM, RICS, IFMA, or BIFM are an advantage