WE ARE LANDSEC

We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them.

This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe.

Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world.

Places where life happens. Where businesses grow. And where cities are defined.

THE ROLE

Reporting to the Workplace Operations Director, you will play a key part in enabling us to deliver a premium workspace experience for our customers.  Getting the basics right is important.  To do that, you will have responsibility for making sure our workspaces are clean, healthy, safe and secure.  You will manage by example, setting the standard for delivering brilliant customer experiences by creating productive and enjoyable environments in some of our most prestigious workspaces across Central London.  As the “go-to person”, you will be passionate about delivering an exceptional customer experience and you will work with our Service Partner Teams to achieve that, providing them with the direction and motivation to achieve aspirational results.

Creating a workspace that provides an exceptional experience is our priority, so it is vital that you promote and maintain positive relationships with our customers and local communities.  As a result, you will be responsible for the creation and delivery of our workspace strategies, regularly exceeding customer’s expectations and driving forward new ideas and innovation.

Your responsibilities will also include accountability for a service charge budget of c. £5m, enabling us to deliver amazing work and public spaces.  In addition, and in line with our strategic objectives, we have to look to the future.  Drawing on your operational experience and knowledge of our customers, you will help shape the look and feel of our workspaces in a way that sets us apart from our competition and that champions a supportive and inclusive culture for the onsite teams.

You will be passionate and dedicated to deliver great customer experiences.  You will love finding new and innovative ways of doing things and will play a key role in driving a consistent approach to our workspace strategies across the portfolio, helping us to forge new ways of working.
Scope of job

People

No direct reports

Financial

Accountable for service charge budget of c.£5m

Other

Responsible for the customer service experience.

Manage relationships and work collaboratively with key stakeholders from across the business (Portfolio, Finance, Security, Health & Safety, HR)

This role is circa 9 months FTC.

PRINCIPLE ACCOUNTABILITIES

Customer Experience

• Responsible for delivering a premium, proactive and innovative workspace experience to customers.
• Strengthen relationships with our existing customers by proactively engaging with them and listening to their needs, whilst striving to exceed customer expectations.
• Lead by example in delivering a professional, focused service, resulting in customer loyalty and repeat business.
• Contribute to the annual customer survey process, taking responsibility for creating and implementing any resulting action plans.
• Position Landsec as the partner of choice.

Financial Management

• Responsibility for the management of financial and commercial risk, setting of budgets and controlling finances within budget parameters.
• Regular reporting to customers (and the business) on progress against forecast.
• Ownership of the non-recoverable P&L for each asset, with responsibility for managing a Service Charge budget of circa. £5 million.

Commercial Planning & Energy Management

• Work in partnership with the Portfolio team, contributing to the asset strategy for their buildings, ensuring that this is aligned to achieve our financial and commercial objectives.
• Proactively identify opportunities for innovation and areas where commercialisation initiatives can be introduced, influencing future growth.
• Understand and promote flexible services & facilities that Landsec can offer customers, in order to generate other revenue streams.
• Engage with the technical and energy teams to ensure that each asset is running at optimal efficiency and help identify opportunities to reduce energy consumption and improve sustainability performance.

Workspace Management

• Use your knowledge and experience to generate ideas and innovations that create exceptional workspaces for our customers, understanding the value and importance of operating a healthy environment which is clean and secure.
• Responsible for ensuring that the spaces we deliver allow our customers to be more effective and successful in achieving their own business objectives on a day to day basis.

Service Partner Management

• Responsible for managing the day to day delivery of all service streams on site (e.g. Cleaning, Security, MEBF etc) and liaising with the relevant team members to ensure standards are set and maintained.
• Proactively ensure all service partners are regularly reviewed and that SLA’s are being appropriately managed and monitored.

Other

• Liaise with local authorities and other community stakeholders where required
• Responsibility for customers’ applications for consents relating to Assignments, Sub-letting or Licence to Alters and ensuring compliance with lease covenants
• Regular reporting to the Business Unit

Decision making authority

The role will be responsible for all day-to-day decisions relating to the customer workspace experience and operational service delivered in the asset(s) you manage.  Those decisions could include (but not be limited to) people, finances, sustainability targets, technical delivery, service partner performance and workspace experience.

ESSENTIAL CRITERIA

• Business Acumen – Knows how the business works in context of the market – aware of current and future strategies, tactics, trends, policies and practices
• Customer Focus – Establishes and maintains effective customer relationships – dedicated to meeting their expectations and acting with customers in mind
• Decision Quality – Makes good and accurate decisions that are valued by others when judged over time.
• Courage and Resilience - Able to remain calm and positive under pressure. Leads others through change and uncertainty. Recovers quickly from setbacks. Is willing to take difficult decisions and to tackle tough issues.
• Relationship building - Builds constructive and effective relationships, relating well to all kinds of stakeholders, inside and outside the organisation.
• Curiosity and Innovation - Is willing to consider and experiment with new ways of doing things. Encourages others to put forward innovative ideas.  Is prepared to take calculated risks and to adopt cutting edge approaches.
• Acting as a Role Model - Acts as a role model by being honest, authentic and consistent. Takes responsibility and inspires others by setting high standards and by showing a high degree of passion and commitment.
• Teamwork – Encourages collaboration, cooperation and trust within and across teams – balances own and team interests, resolving conflict or differences of opinion when required.
• Accountability and ownership – Personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon.
• Perspective - Has a broad ranging awareness and understanding of issues and challenges - can pose future scenarios, think broadly and discuss multiple aspects and impact of issues on the organisation.
• Tenacity – Constantly and consistently pushing self and others for results – can be counted on to deliver results, very bottom-line oriented.
• Priority setting – Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.
• Developing self / direct reports - Is a people builder who constructs compelling development plans – aligned with individual’s career goals and based on challenging and stretching development activity.

#INDHP

Life and Benefits at Landsec

Diversity and Inclusion

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.

We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing [email protected]

To find out more about our approach, visit our Diversity and Inclusion page.