Delivery of an exceptional customer experience for all occupiers, visitors and stakeholders across Brindleyplace is the core of this Senior Client Services Manager role. As the first point of contact for all FM‑related enquiries, the manager will ensure seamless communication between occupiers and the estate management team, leading front‑of‑house and customer service functions across Praxis buildings.
Overview of Duties
* The Senior Client Services Manager is the visible, front‑line face of the estate for tenants and the asset/property management team.
* Proactively engage with occupiers to understand needs, priorities, resolve operational issues, liaise on servicing schedules and ensure the delivery of consistently high standards across front‑of‑house and shared services.
* Work closely with the Estates Director and FM teams to ensure effective coordination between operations, contractors, and customer experience functions—creating a smooth, professional, and positive environment throughout the estates.
Key Responsibilities
* Act as the principal day‑to‑day escalation point for occupiers on service‑related issues.
* Build and maintain strong relationships with tenant representatives, ensuring timely communication and resolution of queries.
* Lead regular occupier meetings and communications to capture feedback, promote estate initiatives and encourage collaboration.
* Work with the Estates Director to develop and implement customer service standards and engagement strategies across the estate.
* Lead the resolution of customer service delivery issues with the wider Praxis team, presenting a seamless solution to tenants.
Front‑of‑House Leadership
* Lead front‑of‑house, reception and concierge operations across all Praxis‑managed buildings at Brindleyplace.
* Ensure all front‑of‑house teams deliver a consistently professional, welcoming and brand‑aligned experience.
* Manage service partners and contractors, ensuring compliance with service standards and KPIs.
* Deliver induction and training programmes to maintain high levels of service, presentation and professionalism.
* Manage team performance within the company performance management processes, including the effective management of any under‑performance.
Operational Coordination
* Work closely with FM, security, cleaning, and maintenance teams to ensure a seamless service experience for occupiers.
* Coordinate response to day‑to‑day FM queries and requests, escalating and tracking through to resolution.
* Support delivery of estate‑wide events, marketing activations and visitor engagement activities.
* Maintain clear communication channels between operational teams, occupiers and the estate management office.
Service Excellence & Continuous Improvement
* Drive a proactive, customer‑focused service culture across all operational touchpoints.
* Monitor performance, collect feedback and identify service improvements.
* Contribute to the development of estate‑wide service delivery initiatives, including digital communication and customer experience platforms.
* Support ESG, wellbeing and community engagement initiatives, ensuring these are reflected in customer‑facing operations.
Commercial & Administrative
* Oversee front‑of‑house budgets, ensuring cost efficiency and value for money.
* Support management of FM communications to occupiers.
* Ensure accurate record‑keeping of occupier requests, complaints and service delivery metrics.
* Provide reports and updates to the Estates Director and Property/Asset Management Teams on customer service trends and operational performance.
Our Values
* Professionalism – We seek to outperform expectations while upholding the highest professional standards.
* Ownership – Every asset, problem or opportunity is treated as though it is our own, with full responsibility for outcomes.
* Entrepreneurialism – We challenge convention and encourage imaginative solutions that drive better performance.
* Meritocracy – Results and hard work are rewarded above age, experience or titles, fostering a collaborative environment.
* Action This Day – We take prompt action, never putting tasks off until tomorrow.
Location: Based on‑site 5 days a week at Brindleyplace.
Praxis Facilities Management Ltd (“PFM”) provides on‑site services to Praxis Real Estate Management‑managed properties, employing 400+ individuals across management, operations, marketing, security, administration, maintenance and cleaning.
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