Company Description

Colliers is a leading commercial real estate services company, providing a full range of services to real estate occupiers, developers, and investors on a local, national, and international basis. Services include brokerage sales and leasing (landlord and tenant representation), real estate management, valuation, consulting, project management, project marketing and research. We provide our services across the core sectors (office, industrial, retail and hotel) as well as many specialised property types.

The UK business is headquartered in London, with over 1200 specialists throughout 16 offices across the UK and Ireland

To optimise the performance of the Park through the implementation of excellent operational and financial management, marketing, customer service and management of risk. To continually improve asset performance through the implementation of specific objectives and initiatives set out in the asset’s business plan and to act as an ambassador for the Colliers brand values.

To provide visible strategic leadership and, in conjunction with the property manager, recruit and select employees to ensure that the Park is appropriately resourced to achieve business plan targets. Ensure “On boarding” is undertaken in line with company requirements, effective team communication, and that the team understands the Park’s business plan and the importance of their individual contributions in achieving the plan.

Conduct regular performance reviews with the team, to include the setting and reviewing of objectives, and personal development plans. Ensure the performance management process is implemented effectively and in a timely manner.

Coach the team to enable them to maximise their performance and be empowered to take ownership for decision making. Ensure adherence to Company policies, processes, and procedures across the Park. Develop and nurture a positive team working environment with colleagues, managing in a “First amongst equals” style, holding regular staff forums, encouraging staff feedback. Encourage Equality, Diversity, and Inclusiveness.

Job Description

COMMERCIAL

• Develop successful working relationships with key stakeholders, to ensure a productive and effective working partnership. Develop a network of contacts, including decision makers and influencers within the local private and public sector in addition to community contacts at local charities and schools/colleges.

• Contribute to the preparation of the Park’s vision and business plan and ensure specific asset objectives and initiatives are implemented as agreed with the property manager.

• Regularly monitor, evaluate, and report on the performance of the Park through key performance indicators, including turnover, occupier trading performance, footfall, void rates, commercialisation revenue generation etc. Contribute to letting/tenant mix strategy and facilitate enquiries from prospective occupiers.

• Under the direction of the property manager, prepare, manage, and reconcile all aspects of the service charge budget and expenditure reports. Seek best value, including the regular tendering of all key contracts and ensure purchase orders and invoices for payment are passed in a timely manner and in accordance with Company policy.

• Oversee the delivery of an agreed marketing strategy. Encourage maximum positive local press and media coverage through the management of good press relations and acting as the local spokesperson, in line with managing agent and client’s media policies.

• Maintain awareness of and influence, monitor and report on local issues, activities and initiatives that may affect the Park. Regularly monitor and report on competition activity within the catchment area affecting the Park including any significant planning applications submitted to the local planning authority.

• Participate in and influence local community matters for the benefit of the Park through liaison with the local Business Improvement District, chambers of commerce, Police, and other relevant bodies. Inform the property manager of any matters regarding the local/regional economy, transportation and planning issues that may affect the performance and capital value of the Park.

• Ensure that the property manager is promptly informed of all matters of importance including client and tenant conversations and any intelligence around an occupier seeking to cease trading. Assist the property manager with the management of arrears and in conjunction with qualified colleagues, such as from the building surveying team, ensure that any tenant applications are carried out in accordance with the consent granted and the Park’s occupier design guide, as appropriate.

• Demonstrate entrepreneurial spirit, Identify, and advise colleagues of potential new business opportunities to ensure an increase in the commercial performance of the Park, working with the Place Activation Manager to develop a commercialisation strategy including mid mall retailing, pop-up shop opportunities and brand activations.

• Identify and implement social value and place making opportunities in conjunction with the place activation manager. Seek out community engagement opportunities and strive to improve the quality of the environment within the Park, ensuring empty units are appropriately presented and that way finding/general signage is kept up to date.

CUSTOMER SERVICE AND QUALITY

• Build and maintain effective relationships with all occupiers, ensure consistent and visible liaison, both through informal visits and structured tenant meetings to optimise footfall/trading performance. Action “Welcome” meetings and induction sessions with new managers and ensure feedback on occupier performance is provided and that up-to-date occupier guides are produced, maintained, and distributed as appropriate. These should include unit fit out design, operational matters and Park rules and regulations.

• Develop a strong customer focused environment through the provision of high standards of customer facilities, services, and initiatives, ensure regular customer service training is undertaken to the wider Park team. Ensure wayfinding signage is kept in good order and that general messaging is “On brand”.

• Work in partnership with service providers and the operations/facilities manager to ensure KPI’s are met, standards of presentation are maintained, and service improvements are implemented as appropriate. A culture of “Continuous improvement” should be developed and there should be an aspiration to be recognised as an award-winning destination.

OPERATIONS

• Ensuring a strong Health & Safety awareness team culture is adopted, agree and implement an appropriate plan to ensure compliance with all sustainability standards and Corporate Social Responsibility (CSR) obligations. Seek to continually improve the Environmental, Social Governance credentials of the Park.

Maintain and review as necessary, the Centre Disaster Recovery and Major Incident Management Plan, ensuring occupiers

• and team are fully briefed on evacuation and emergency procedures and, in the event of a major incident occurring, to comply with relevant internal procedures.

• Provide leadership to the Operations Manager, delegating but having oversight of all operational matters as appropriate, including;

• The preparation of regular and detailed operational update reports for property manager colleagues as required and ensuring that the “Day to Day” operational performance of the Park is always maintained with adequate senior management coverage.

• Ensuring records are maintained such as the asset register, risk register, plans, plant testing, etc., and that any action which may be required is promptly undertaken.

• Ensuring effective management of any major work programmes including the Planned Preventative Maintenance (PPM) Programme, and any capital investment initiatives within the Park, as required, to ensure a successful and timely completion.

• Ensuring robust contractor management procedures are in operation and that Key Performance Indicators are set with regular reviews. Any concerns with contractor performance should be highlighted to the Property Manager/FM as appropriate.

• Ensuring good management of all statutory compliance and risk to deliver a legally compliant site, including the maintenance of records and the “Risk wise” system. Ensuring regular property inspections to tenant demised areas are conducted as required to ensure compliance with lease covenants, clients’ insurance requirements, statutory obligations, and that any concerns are reported to colleagues.

Qualifications

Expertise & Professional Development

• Business management 
• Commercial awareness from experience and/or qualification 
• Digital Marketing
•  Basic accountancy skills
•  Cost control, variance and forecasting reporting. 
• Basic IT skills inc. Word, Excel to intermediate level 
•  A proven track record in Staff management 
• Complete understanding of the challenges and opportunities of each asset class contained within the portfolio across local, regional, and wider markets.
• Experience of management of mixed-use schemes.
• Track record of Meaningful stakeholder engagement with positive outcomes.
• Management of Performance based contracts

Commercial Awareness & Value Add

• You are aware of the property’s financial and business objectives.
• You possess commercial awareness and awareness of latest customer experience market trends.

Innovative Thinking & Agility

• You display creative and innovative thinking to deliver best in class CX
• You will demonstrate a sense of urgency.

Communication & Managing Expectations

• You actively listen and interpret key information from and to clients, customers, colleagues and service partners.
• You manage and exceed expectations by prioritizing tasks.
• You can tailor your message to different stakeholders to ensure that the correct message is received.
• You will strive to anticipate needs and exceed expectations.
• You will communicate to provide required information as well as offer prompt resolutions.

Service Excellence

• You demonstrate and role model the key behaviors of service excellence.
• You continually go above and beyond the expectation of your team and stakeholders.
• You preempt the work required ensuring you are always delivering high levels of service.
• Be flexible and open minded and positively adapt to any reasonable changes to your role (duties & responsibilities) proposed by your line manager and/or the Client.

High Quality Work

• You continuously look to improve the quality of your work and ensure quality control.
• You demonstrate excellent organizational and time management skills.

Productivity & Efficiency

• You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control.
• Possess excellent oral and written communication skills.
• Ability to produce detailed building management reports.

Collaboration

• You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
• You will create a positive and collaborative working environment.

• Strong proven track record in leadership and strategic development
• Excellent communication and interpersonal skills
• Good presentation skills
• Experience in delivering exceptional customer care
• Computer literacy (All Microsoft Office packages)
• Can demonstrate effective team working as part of a wider, remote management team.
• Accounting skills – familiar with invoicing & credits and budget reporting

Personal Development

• You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team
• You seek out and attend relevant personal and professional development such as training courses, new projects and assignments.

Professional Conduct & Integrity

• You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values.

Diversity & Inclusion

• You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct.

Community

• You represent Colliers in community groups at internal and external events and look at how your CX team can have an impact to the wider internal and external community.

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