Client Services Director – Regents Place

Overview

In this role you lead the integrated delivery of property and customer services across Regent’s Place, ensuring safety, compliance and a high-quality experience. You will provide visible leadership to the Property Management team and collaborate with multiple functions to translate estate strategy into operational plans and budgets. You drive service standards, stakeholder engagement and continuous improvements across a complex, mixed-use campus. This is a strategic, hands-on leadership position with a clear impact on resident and occupier satisfaction, risk management and financial performance.

Pay / Benefits

• market leading benefits

Responsibilities

• Lead, develop and coordinate the Property Management team with clear priorities and service standards
• Foster an inclusive, high-performing culture through coaching, reviews and development planning
• Ensure operational coverage and deputise for the Estate Director when needed
• Manage customer experience through proactive engagement, reviews and action closure
• Coordinate onboarding for new occupiers including fit-out interfaces and access arrangements
• Monitor feedback and drive demonstrable service improvements based on trends
• Oversee delivery of hard and soft services and hold partners to account via governance and audits
• Plan, resource and deliver maintenance, projects and risk assessments with minimal disruption
• Embed health, safety and compliance governance across managed areas
• Prepare and manage estate service charge budgets, forecasting and variances
• Lead procurement, tendering and contract mobilisation with value-for-money outcomes
• Drive sustainability, data-driven improvement and lifecycle planning across the estate
• Provide concise reports to the Estate Director and governance forums
• Promote the British Land and Regent’s Place brands in line with company values
• Undertake other duties as requested by the Estate Director

Key requirements

• Confident and resilient under pressure
• Creative and solution-focused
• Excellent interpersonal and communication skills suitable for executive level
• Ability to motivate and improve performance across teams and supply chains
• Experience of contract procurement and management
• Experience of managing service charge budgets in excess of 6 million per annum

• communication
• influence
• problem-solving
• contract procurement and management
• service charge budgeting and accounting
• vendor governance and performance management

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