Client Services Director - Space House

Purpose of the Role

A dynamic and experienced leader who will work closely with the client and Savills teams. An influencer who is able to give strategic direction and clearly communicate the vision for Space House, including the values, culture and behaviours. An effective team manager with results-driven leadership.

The role will be to oversee the overall successful operation of Space House through strategic direction, management leadership and accountability . To represent and be the public face of the brand before, during and beyond launch the development. To have clear vision for place and our role in carrying out the principles of Space House long into the future.

To form part of the leadership team in the mobilisation and operational set-up of Space House.

Delivery of the vision and key objectives in the business plan, having strategic focus and motivating the team to deliver the best experience in one of the premium UK office developments.

Key Responsibilities

Main Duties

Management and Leadership

• Create and drive a strong multi-functional leadership team providing depth and resilience to the operation of the property.
• Develop a business plan to be cascaded to all team members aligned to the values and aspirations of the client.
• Direct and support the Senior Management Team
• Ensure all team members receive exemplary levels of support, development and performance feedback.
• Monitor metrics providing an objective view of our performance, identify shortcomings and address forthwith.

Leadership and Best Practice

Bring best practice from across the Savills business, Property Industry and aligned business sectors of our service building:

• Working with the Savills RISE team to adopt our core principles of service delivery in a manner that aligns with the Property.
• Implement continuous service improvements through the introduction of new initiatives, ideas and technology.
• Champion the company policy within the area of Corporate Social Responsibility including Community Initiatives to ensure an integrated way of working by driving this ethos through the onsite teams.
• Represent the property to outside agencies in the city, ensuring its profile is effectively maintained and developed.
• Understand business linkages by having a broad and deep understanding of the office/retail/leisure/ residential industry, the market place and issues relating to the city, politics and the environment in which it is located.
• Find opportunities to continuously improve the property as a destination and successful asset.

Financial

• Establish and nurture a culture which allows the teams to take overall responsibility for the property, budgets and business objectives.
• Forecast, set and manage the budgetary movements for service charge and non-rental revenue.
• Manage resource within agreed financial parameters.

Brand Enhancement

• Uphold the brand personality, values and spirit throughout the team.
• Help build and promote a brand which is unique, vibrant and aspirational, that reflects the corporate values of Space House
• Work with the team to consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
• Work with the client team to maximise positive exposure in both PR and all forms of media.
• Understand and react to customer feedback and data from social media platforms.

Occupiers

• Oversee good relationships with all occupiers through operational support and delivery and be the primary contact for senior staff at site level.
• Encourage occupier engagement and understand their business performance.
• Maintain positive relations and encourage feedback with all key occupiers and assist in occupier initiatives, updating on progress at Occupier Meetings.
• Support occupier engagement with successful implementation of a Digital Layer

ESG

• Lead the delivery of ESG goals of the client and Savills
• Engage with the occupiers to understand their ESG aspirations to encourage aligned goals and behaviours

Communication

• Maintain a consistently high level of dialogue with the full team.
• Ensure everyone understands the business objectives and the part they play by championing any necessary changes and acting as a role model at all times.
• Work in conjunction with Savills Property Manager and Human Resources to recruit quality employees from a wide and diverse background as and when necessary.
• Provide effective leadership to ensure the development and encouragement of all management and the team to meet both business and personal objectives.
• Undertake pay and bonus reviews of onsite team in conjunction with the Asset & Property Management Team.
• Lead and encourage the Senior Management Team to ensure the development of the team to meet business and personal objectives.

Additional Responsibilities

• Attend any training and development courses as necessary.
• Adhere to all Company Policies and Procedures.
• Undertake any other reasonable duties as required to meet the needs of the business.
• Familiarise yourself with and comply with the company’s ‘Health & Safety’ procedures.
• Undertake weekday and weekend duties as a member of the Senior Management on call rota.
• Establish ways of operating more efficiently whilst maintaining and enhancing services.

Health and Safety and Security

• Good awareness of the property Health & Safety Policy ensuring that it is communicated to all staff effectively.
• Ensure the team achieve full compliance with the statutory legislation.
• Ensure the team are responsible for developing a Health and Safety culture among the team, creating a safe place to work and shop.
• Develop good relationships with the local authority, ensuring a collaborative culture towards any potential issues.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

Skills, Knowledge and Experience

• The successful individual will have had previous experience in a highly demanding operational role driven by the ambition to deliver the very best in customer service levels, where nothing is too much trouble.
• Strong leadership skills and the ability to get on with people, the ability to motivate, a team player.
• The ability to politely & confidently deal with challenging situations with the sole aim of ensuring great service delivery across the operation.
• Previous experience in a high end hospitality setting would be beneficial.
• Meticulous attention to detail and organisational skills.

Working Hours - 0900-1700hrs Mon-Fri

Salary - £85,000

Please see our Benefits Booklet for more information.