Head of Occupier Experience

We’re hiring: Head of Customer Experience, London

Working at one of London’s most iconic estates, a vibrant mixed-use destination of offices, , shops, restaurants and homes.

We’re looking for a Head of Customer Experience to shape what it feels like to work here. That means making this a place occupiers love coming to every day, not just somewhere they have to be.

What you’ll be doing

• Building strong relationships with our commercial and retail occupiers, stakeholders and the wider management team
• Creating welcoming, buzzing spaces through occupier and community events
• Bringing fresh ideas that raise the bar on service, guided by customer feedback and data
• Owning service charge budgets, variance reporting and occupier reporting across the commercial buildings
• Overseeing M&E, fit-outs and the licence to alter (LTA) process with our building consultancy and engineering colleagues
• Working with occupiers on their ESG goals and helping us hit ours
• Leading on health and safety, compliance and emergency planning
• Leading and developing a high-performing estate team, including line managing our Assistant Property Manager

What you’ll bring

• Natural leadership, with the ability to motivate, delegate and empower a team
• Excellent customer service and relationship-building skills
• Solid experience of service charge budgeting
• Knowledge of alterations and construction processes, and of property statutory compliance
• Confidence with building plant, maintenance and compliance
• Sharp organisation and an eye for detail

Bonus points for

NEBOSH / NEBOSH Fire, IWFM qualification or RICS membership

If you’re ready to be the face of a truly unique destination and to set the standard for occupier experience in London, we’d love to hear from you.

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