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.
Office Operations Team
We provide an enriching and inclusive experience across all spaces whilst leading the way in sustainability practices, which put wellbeing of our communities at the forefront of everything we do. Ensuring we manage our space in a way that maximises everyone’s experience. Our goal is create workplaces that people love.
Location: Central London
Reporting to the Workplace Operations Director, you will play a leading role in creating and delivering a premium workplace experience for our customers. You will manage by example and pride yourself in setting the standard for delivering brilliant customer experiences by creating productive and enjoyable environments in some of our most prestigious workplaces across Central London. As the “go-to person”, you will be passionate about leading from the front and instilling a sense of pride working closely with our Service Partner Teams and providing them with the direction and motivation to achieve aspirational results. You will ensure your workplaces have all the brilliant basics right. To do that, you will have responsibility for making sure our workplaces are clean, healthy, safe and secure.
This role goes beyond the physical space and involves building, promoting and maintaining relationships with our local communities. You will be empowered to interact with the local businesses and communities, bringing our customers along on the journey. As a result, you will be responsible for the creation and delivery of our workplace and ESG strategies, regularly exceeding customers’ expectations and driving forward new ideas and innovation. You will continually be thinking about creating memorable experiences for our customers. This may be through building activations or working with our customers to understand and support their ESG goals.
Your responsibilities will also include accountability for a service charge budget of c. £5m, enabling us to deliver amazing work. In addition, and in line with our strategic objectives, you will look to the future, taking the lead to explore new ways of working, not being afraid to challenge the way things were previously done.
This role is 12 months FTC.
Key competencies
Global Mindset – Knows how the business works in context of the market – aware of current and future strategies, technologies, tactics, trends, policies and best practices
Customer Focus – Delighting the customer is at the forefront of all you do. Focused on delivering a seamless experience and memorable interactions with all our building users.
Decision Quality and Problem Solving – Makes good and accurate decisions that are valued by others when judged over time. Sets priorities and creates focus by eliminating roadblocks
Courage and Resilience - Able to remain calm and positive under pressure and recover quickly from setbacks. Is willing to take difficult decisions and to tackle tough issues.
Communication - Builds constructive and effective relationships, relating well to all kinds of stakeholders, inside and outside the organisation.
Intellectual Curiosity and Innovation - Is able to envision and drive new ways of doing things and encourages others to put forward innovative ideas. Is prepared to take calculated risks and to adopt cutting edge approaches.
Teamwork – Encourages collaboration, cooperation and trust within and across teams – balances own and team interests, resolving conflict or differences of opinion when required. Involves every employee to work together to achieve organisational goals.
Accountability and ownership – Acting as a role model by being honest, authentic and consistent. Personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon
Tenacity and Continuous Growth– Constantly and consistently pushing self and others for best possible results
Principle accountabilities
Customer Experience Delivery
Responsible for delivering a seamless, proactive and innovative workplace 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.
Conduct regular customer meetings and curate a list of attendees to speak to customers on wider Landsec initiatives
Contribute to the pulse surveys and annual customer survey process, taking responsibility for creating and implementing any resulting action plans – Position Landsec as the partner of choice, finding pioneering ways to enhance our customers’ experience.
Stay up to date with the latest workplace innovations and use these insights to help inform customers
Work with internal teams to bring pop ups, discounts and experiences to your customers
Ensure all customers have a positive onboarding as well as offboarding experience to the building
Creating a ‘one team’ approach on your sites to ensure your customers get the best possible interaction with the Landsec Aspire team.
Financial Management
Responsibility for the management of financial and commercial risk, setting of budgets and controlling finances within budget parameters.
Management of the RICS Service Charge Budget of circa. £5mil, to include forecasting and reconciliations. Ensure purchasing processes are adhered to throughout the full cycle
Regular reporting to customers and internal stakeholders on progress against forecast.
Commercial Planning
Work in partnership with the Portfolio team, contributing to the asset strategy and ensure that this is aligned to achieve operational, financial and commercial objectives.
Proactively identify opportunities for innovation and areas where commercialization 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.
Sustainability & Energy Management
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.
Engage with relevant service partners to enable and enhance green infrastructure across the managed assets
Collaborate with internal and external stakeholders to deliver the transition to net zero carbon target
Workplace Management & Wellbeing Targets
Ensure all operations within the allocated portfolio align with the current legislation and industry best practices expectations and manage all compliance at minimum 95% level at all times
Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces 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.
Under Service Partner Management please can we add something along the lines of…
Communicate concerns with Service Partner performance to the Senior Aspire Service Delivery Manager. Work together to ensure performance management is carried out and that Service Champions and Service Partners are accountable for performance and work together to provide and implement solutions.
Proactively ensure all service partners are regularly reviewed and that SLA’s are being appropriately managed and monitored.
Engage and escalate with individual service partner Champions to highlight any performance related issues
Other
Liaise with local authorities and other community stakeholders where required
Responsibility for processing 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 and ongoing reviews to ensure business unit is aligned with wider operational objectives and strategies set by LandSec
Knowledge, experience and qualifications
Essential
Proven track record of collaborative working within a fast paced, dynamic and innovative team
Experience of working in a customer-facing environment and delivering added value services
Ability to work with people at all levels and across different parts of the business to achieve results in line with the company strategy
A level of understanding of statutory and industry best practice requirements in engineering, vertical transportation and access equipment categories
IOSH Managing Safely
A high standard of computer literacy
Willingness to work outside of ‘normal’ office hours
Desirable
Experience in both the office and retail sectors preferably in a mixed-use development
Experience of financial management including operational RICS service charge budgets
Good presentation Skills
Marketing in relation to property management, retail and events
#INDHP
We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.
Below are some of our core benefits, make sure to visit our My Total Reward page for more information.
Performance based annual bonus plan
25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year. Enjoy an additional three-day December festive break on top of your leave and a special ‘My Day’ to take off for whatever you choose.
Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
Private medical insurance, Health Cash Plan, Life assurance and income protection.
Enhanced maternity, adoption, shared parental leave policies (view our Family policies page for more details)
Two different share plans enabling you to share in the success you will help to build
Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%
And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause
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.
