Building Manager - Vauxhall, London SW8

The Building Manager is responsible for the management of a single site. The key areas of responsibility would include managing Insurance claims, tendering contracts, the management of Service Charge, Accounts, Customer Experience, Communication, Maintenance, Health and Safety, Sustainability, Community Events and Compliance.

Working Hours: Monday-Friday: 8am - 5pm

Responsibility for the performance of the customer-focused property & facilities management services. Provide the day-to-day drive to deliver best in class services in an efficient and cost-effective way. You will be passionate about service delivery and ensure all activity is focused on adding value to our customer experience. The role will involve extensive customer interactions working to continually evolve and improve our service in line with our customers' expectations.

Education and Experience
* Strong industry knowledge
* Ability to recruit onsite teams
* Personable and confident
* Strong communicator on all platforms
* Passion and experience within the leasehold sector

Duties & Responsibilities:

Day to Day Management
* Responsible for effective delivery of all operational and business processes so as to ensure the delivery of safe, personal and professional management service.
* Drive service standards to rival competitor providers.
* Implementation of efficient site-led processes to optimise the delivery solution to ensure the best possible customer experience.
* Overseeing delivery of efficient and effective repair and maintenance requirements.
* Contractor appointment and management, utilising site staff where appropriate.

Finance
* Tendering all contracts for the development
* Ownership of service charge budgeting, financial management, accounting and reporting.
* Manage Section 20 works where required and ensure deadlines are met per legislation

Key Accountabilities - Brilliant Basics
* To build and maintain strong relationships with all internal departments;
* To Carry out day to day activity and tasks in line with workflow and process requirements;
* To work together with other departments and divisions within the organisation to identify any process improvements and improve standards, efficiency and profitability;
* Ensure all leaseholder legislation is complied with in delivering services;
* To deliver all business and client KPI's, comply with legislative requirements and maintain company standards in relation to service charge budgets and accounts, site inspections, risk and compliance activity, supply chain management and record keeping;

Communication
* Ensure all customer and client communication, whatever the form, is responded to within 72 working hours and in accordance with the company's customer service standards;
* To provide appropriate form of communication, at each interaction, depending on customer preferences and the matter at hand;
* Develop and maintain a programme of regular proactive communication including monthly newsletters and portal messaging in order to provide updates on live or recently closed matters;
* To actively communicate with colleagues internally, across all departments, to provide a joined-up group-wide customer experience.
* Organise monthly minor community events and major quarterly community events

Customer Experience
* To take individual ownership of the development of an exemplary customer service culture across the portfolio, considering each interaction from the customer's perspective;
* Take ownership of the customer experience through visible and accessible property management services with personal intervention;
* Taking a lead on formal resident and client liaison including quarterly residents' meetings, bi- weekly residential surgeries, building relationships with clients and customers.
* Build relationships with customers and "key players" within the resident community in order to manage expectations and where possible shape the services around the customer requirements;
* Seek to continually improve the customer service delivery and ratings thereof, reviewing, responding to and learning lessons from feedback surveys, implementing change where possible & appropriate;