Foundation Recruitment
Head of Occupier Experience
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We're hiring: Head of Customer Experience, London
Working at one of London's most iconic estates, a vibrant mixed-use destination of offices, shops, restaurants and homes.
We're looking for a Head of Customer Experience to shape what it feels like to work here. That means making this a place occupiers love coming to every day, not just somewhere they have to be.
What you'll be doing 🎯
- 🤝 Building strong relationships with our commercial and retail occupiers, stakeholders and the wider management team
- ✨ Creating welcoming, buzzing spaces through occupier and community events
- 💡 Bringing fresh ideas that raise the bar on service, guided by customer feedback and data
- 📊 Owning service charge budgets, variance reporting and occupier reporting across the commercial buildings
- 🔧 Overseeing M&E, fit-outs and the licence to alter (LTA) process with our building consultancy and engineering colleagues
- 🌱 Working with occupiers on their ESG goals and helping us hit ours
- 🛡️ Leading on health and safety, compliance and emergency planning
- 👥 Leading and developing a high-performing estate team, including line managing our Assistant Property Manager
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What you'll bring 🙌
- ✔️ Natural leadership, with the ability to motivate, delegate and empower a team
- ✔️ Excellent customer service and relationship-building skills
- ✔️ Solid experience of service charge budgeting
- ✔️ Knowledge of alterations and construction processes, and of property statutory compliance
- ✔️ Confidence with building plant, maintenance and compliance
- ✔️ Sharp organisation and an eye for detail
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Bonus points for ⭐ NEBOSH / NEBOSH Fire, IWFM qualification or RICS membership
If you're ready to be the face of a truly unique destination and to set the standard for occupier experience in London, we'd love to hear from you.
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