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Residential Services Manager

London, London

£60,000 - £62,000 Full time, Permanent

Apply by Thursday 29 February 2024

  • Category: Development Manager

  • Reference: 144845

  • Benefits: Generous pension, bonus and medical benefits

The Residential Services Manager will operate on-site in central London and oversee the delivery of residential leasehold property services for a single site. Key responsibilities Within this full-time and site-based role, the Residential Services Manager will ensure that the residential common areas and building services are being well-maintained and serviced as per contracts, lease provisions and legal requirements. They will work closely with the on-site team and contractors to ensure a high level of service delivery and act as the first point of contact for any customer service requests from the residents, members of the public and any other stakeholders with support or information requests. The Manager will have primary responsibilities for ensuring that the building services and common areas are safe, secure and compliant. Daily duties will include the implementation, management and control of Standard Operating Procedures, risk assessments and method statements, staffing and service strategies and fire safety management procedures. The Residential Services Manager will have primary responsibility for producing and managing the service charge budget for the building and for ensuring that legislation and best practice which must influence the service charge and building management strategies, are complied with. They will work closely with the property management team, including the service charge accounts team, to ensure that property management, building management and service charge accounting strategies and services are harmonised and compliant. The Residential Services Manager will be the face of CBRE’s building management services. Regular engagement with leaseholders and tenants, in addition to the residents association, will be required to ensure that management and customer service strategies are developed and evolved to include stakeholder feedback, and that the management vision for the building is promoted. Excellent customer service and stakeholder management skills will play a part in the successful delivery of these aims. The Residential Services Manager will also be responsible for liaising with the development’s estate team to help ensure that management strategies for areas of the development which form part of the residential customer experience are informing the overall customer communication and estate management plans. As the lead manager in the on-site team, the Residential Services Manager will have direct and indirect line management responsibilities. They will form part of a management team which liaises directly with senior managers, client representatives, resident associations and other individuals and organisations. The ability to flex communication styles and to tailor their customer service approach for different stakeholders, will be an essential characteristic for the successful candidate. This is a busy, mixed-use site and this role will suit someone who takes pride in their service standards, and who can always spot an opportunity for continuous improvement. As part of the CBRE family, the person in this role will form part of a wider team that manages the commercial and public realm areas within the development, with the aim of delivering services within a holistic and harmonious delivery plan. Person specifications/Requirements Proven experience in residential property and facilities management Excellent knowledge of building and construction, project management and maintenance standards; able to interpret O&M documents and technical drawings Excellent knowledge of health, safety and environmental legislation and management systems, with proven experience of managing and controlling health and safety procedures and policies Demonstrated experience in capex and service charge budget management Excellent customer service and stakeholder management skills Experience of liaising with Resident Associations and external stakeholders, such as housing associations, statutory service providers, and local businesses Trained and experienced in the interpretation of property leases; able to recognise what lease covenants need to inform management and service charge strategies Good knowledge of leasehold, health and safety and compliance legislation which influences the management and maintenance of residential leasehold buildings Proven ability to lead and motivate staff, manage relationships, and drive results in a team environment Strong interpersonal, verbal and written communication skills. Able to tailor their communication style to suit their audience. Proven experience working with high-end residential properties is essential Proven experience of managing change management and ongoing compliance requirements for Higher Risk Buildings is highly desirable Strong analytical, critical-thinking and negotiation skills will be highly beneficial Relevant qualifications such as NEBOSH IGC certification, IOSH certification, or relevant professional memberships such as IRPM, RICS, IFMA, or BIFM are an advantage EQUAL OPPORTUNITIES We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. ABOUT CBRE CBRE is the world’s leading commercial real estate services firm with offices located around the globe. We have over 70,000 employees worldwide, with almost 2,500 of those in the UK alone. The company’s core services include property sales, leasing and management, facilities and project management, investment management and, research and consulting. In Central London, CBRE advises on more commercial property than any other adviser and across the United Kingdom with offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Jersey, Leeds, Liverpool, Manchester, and Southampton.


With more than 115,000 professionals in over 100 countries, CBRE is the global leader in commercial real estate services and investment.