At Bruntwood, we're committed to offering more than just outstanding office, coworking, retail and lab spaces. Everything we do is tied into our vision of building vibrant communities, whilst providing businesses with the support and expertise they need to grow. We’re commercial property specialists operating across the UK.
Bruntwood own, develop, manage and maintain properties across England. Our focus is on 'Creating Thriving Cities' which is evident across our website, so have a look to gain more of a perspective on what we do, and how we operate.
The Senior Customer Operations Manager looks after our portfolio of buildings in Birmingham: Centre City, Innovation Birmingham, Birmingham Health Innovation Campus and many more. You will be working alongside a Senior Area Operations Manager and line managing 4 Customer Operations Managers. So leadership skills and previous Property Management experience will be important for this role.
What we’re looking for in a nutshell:
We’re keen to see applications from candidates with multi-site operational experience and a proven track record of line managing teams of Property Managers. A background in service delivery is highly desirable to help us elevate the customer experience in Birmingham, particularly as we launch our flagship pioneer building at Centre City and invest into refurbishments for other sites. With commercial growth on the horizon, enhancing the customer journey will be key.
Knowledge of building compliance is valuable, and familiarity with laboratory environments is a plus, particularly for Birmingham Health Innovation Campus, our world leading healthcare technologies hub. Mobility is essential, as the role requires overseeing multiple locations. While strategic responsibilities are covered, the focus will be on fostering stakeholder relationships, both internally with Asset, Surveyor, and Commercial teams and externally with key partners.
*You can find more information about the day to day of the role and what we’re looking for by downloading the full job description on the bottom of our website.
Job purpose:
As a Senior Property Manager you are a flexible and innovative thinker who will create an environment that fosters a sense of community, purpose and connection for customers and their surroundings. You will be responsible for line managing the team of Property Managers looking after our portfolio of buildings in Birmingham and be accountable for the operational excellence across your city. You will be the point of contact for the other regional departments and support them and the wider Property Services team to achieve their strategic priorities.
What you do:
You’ll be accountable for the delivery of operational excellence across the city whilst supporting and leading the whole property services team. You’ll be the line manager for other Customer Operations Managers within the city that you operate in and be their escalation point. You will be fully accountable for the customers’ experience across your portfolio of buildings, working with a small team of Hosts and Facilities Team Members who are managed by a Facilities Team Leader. Take a high-level of personal accountability for the customer journey and develop meaningful relationships with your customers allowing us to offer personalised solutions for their needs, deliver an exceptional customer experience and ensure that we make things simple and hassle free so our customers can focus on what really matters. Ensure the team on site is living and breathing our Service Mission values. Ensure our buildings are fully compliant with all aspects of environmental, health & safety requirements and that our teams and customers operate in a safe environment. Oversee contractor and supplier management, ensuring quality control, issue resolution and project oversight. Work closely alongside our central functions to create spaces and services that allow our customers to grow and flourish. Highlight to the regional leadership team any risks, inefficiencies or areas for improving the customer experience. Lead on recruitment, coaching, development and mentoring your team so that they fully embrace their role in creating a vibrant, purposeful customer experience and connected community. Support community-building initiatives, including planning and overseeing events, gathering feedback and fostering engagement through our customer app.We really believe that if you’re brilliant to work with, you deserve brilliant things in return:
28 days holiday plus you get your Birthday off work - and if that’s not enough you can also buy & sell holidays too 24 hours a year volunteer time - there are endless opportunities for you to get involved in supporting the causes that matter most to you Sabbatical of up to 12 months so you can take a career break after five years with us Healthcare cash plan for all colleagues, so you can claim back medical expenses like optical, dentist & physiotherapy. We also offer private healthcare cover on an opt in basis too Life assurance cover for all colleagues Up to 8% matched pension scheme Discounts & cashback at leading retailers Enhanced maternity - 26 weeks fully paid leave Interest free learning loans to help you develop new skillsIn addition to what to expect within the role and your benefits, it’s good to know that you’ll be working for a business that gives back - The Oglesby Charitable Trust has donated more than £25m since it started out in 2001. Supporting charities across Arts and Culture, Education, Environment, Medical Research and Social & Health Inequality.
Our ambition is to make Bruntwood a truly diverse and inclusive place to work, reflective of the communities we live and work in. To help us to achieve this we encourage applications from ethnic minorities, disabled people, and those who are neurodiverse. Join us and you’ll be part of our journey to creating something even better, for our customers and ourselves.
* Please note the job description attached to our website application form is titled ‘Senior Customer Operations Manager' which is the job title for this role as part of our internal structure.