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Head of Customer Service - Real Estate


UK / Greater London

Estates & Facilities Management



Matthew Evans
020 3962 9900

Matthew leads MRG’s Real Estate Advisory and Project and Cost Management business units, working with a range of organisations in order to provide tailored recruitment solutions and aligned services. Having joined MRG in 2013 he has successfully grown both the Real Estate Adv


Job Description

REF: 15802
Posted: 22 January 2021
Closes: 05 February 2021

We are working closely with a leading Managing Agent who have a significant London portfolio under management on behalf of one of the largest Institutional Investors in the UK.

The Investor are taking a different approach to managing their portfolio and seek a Head of Customer Experience to lead the design, development and then subsequent strategic oversight and service delivery across the portfolio, ensuring a high calibre of service and innovation which improves the customer experience for all those who use the buildings.

A newly-created position, the Head of Customer Experience will take responsibility for the London portfolio and will work closely with each site’s asset management teams to create a customer centric operation which fulfils the vision of the organisation and their clients. A key Leadership position within the business, you will be expected to demonstrate experience in client/customer engagement, taking responsibility of complex client instructions and collaborating with multiple stakeholders.

Some of the key responsibilities for this role will include:

  • Deliver customer experience strategy which ensures a market leading reputation in the industry
  • Foster relationships with local community stakeholders, such as local businesses and councils
  • Create a fantastic employee and customer experience which is uniform across all sites
  • Utilise technology to elevate the customer experience
  • Lead and direct a multi-disciplinary team on a large scale, ensuring objectives are satisfied
  • Manage stakeholder relationships and grow collaboration
  • Recruit, motivate, manage performance and oversee training and development of direct reports
  • Create a culture of inclusion, ensuring diversity
  • Sound risk management - operating within a regulated environment, creating appropriate controls and effectively managing risk
  • Understanding the property management, facilities and estate management sector. Demonstrable knowledge of Landlord and Occupier, Asset Management, Leasing and Property Management

For this opportunity the successful candidate will receive a generous package of £100,000 PA plus benefits and bonus package, including car allowance. For further information or to request a candidate briefing document please contact:

Matthew Evans or Emilia Fasano at The Management Recruitment Group on 020 7959 2368 or /