London- Estate Manager

Purpose of the Role
The Estate Manager is responsible for the day-to-day management of a 3-phase mixed-use development. This role includes budgeting, managing staff, and collaborating with procurement and M&E consultants to provide high-quality operational management on-site. You will oversee residential services, property management, and engineering services across the estate, ensuring the Client's vision and values are met in an innovative, operationally efficient manner. This position serves as the primary liaison for occupier services and manages the management team for this unique mixed-use estate.
The ideal candidate will have a strong background in residential property management with sound financial management skills and the ability to deliver services in accordance with legislation and regulations. A minimum of 5 years of experience in residential property and at least 1 year of team management experience is required, as well as proficiency in managing operations such as staff and service contracts, tenant satisfaction, and related duties. Familiarity with relevant legislation, IRPM and RICS service principles, and the ability to interpret technical procedures and regulations are essential. Strong communication and interpersonal skills, as well as proficiency in Microsoft Office, are necessary.
Key Responsibilities
Main Duties
1. Legislation and Compliance: Ensure adherence to relevant legislation, ARMA, and RICS guidelines, as well as operational procedures.
2. Collaboration: Work closely with the Managing Agent to coordinate operations, facilities management, financial reporting, people management, tenant liaison, and contract management.
3. Customer Service: Ensure all service teams at 250 City Road provide five-star customer service.
4. Mediation: Serve as an intermediary among owners/residents, on-site managers, and staff to facilitate prompt resolution of questions and problems.
5. Customer Inquiries: Act as the primary contact for customer service requests and complaints.
6. Property Inspections: Oversee routine property inspections by building managers and address any issues.
7. Facility Maintenance: Oversee the Facilities Manager's responsibility for maintaining facilities and health and safety records.
8. Building Management: Manage the effective and efficient building management, including car parks, landscaped areas, plant rooms, common areas, and front-of-house spaces.
9. Stakeholder Relationships: Foster professional relationships with resident representatives, commercial occupier representatives, and encourage open communication on estate issues.
10. Contract Management: Support contract management for outsourced building services and ensure staff meet high standards using appropriate equipment.
11. Staff Training: Provide training to staff regarding general cleaning standards, health and safety, equipment operation, manual handling, and COSHH.
12. Service Charge Budgeting: Assist in the creation of annual service charge budgets and coordinate the input of internal resources.
13. Health & Safety: Establish, maintain, and enforce health and safety practices and emergency procedures.
14. Safety Management: Act as the Responsible Person (Building Safety Manager/Responsible Person) and Senior Fire Warden in emergencies.
15. Document Management: Ensure procedures and policies are communicated effectively and are up-to-date in hard copy or on the resident's portal.
16. Employee Management: Oversee building staff training, development, and welfare in line with company policies and appraisal processes.
17. Procurement and Contracting: Proactively procure building and contracted services in line with company tender guidelines to uphold standards.
18. Long-Term Planning: Implement Fabric Management and Long-Term Costing (CAPEX) initiatives for value-for-money estate management.
19. Safety Practices: Promote a safe working environment and ensure compliance with health and safety legislation among staff, contractors, and suppliers.
20. ESG Management: Oversee the site's environmental, social, and governance initiatives in alignment with 5 E's.
21. Building Safety Regulations: Implement new building safety regulations to ensure compliance with the Building Safety Regulator and internal policies.
22. Construction Transition: Coordinate with client operations, construction teams, and site teams to ensure a smooth transition from an active construction site to normal business operations.

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