Role purpose :
To deliver an exceptional customer experience for all occupiers, visitors and stakeholders across Brindleyplace. To act as the first point of contact for all FM-related enquiries, ensuring seamless communication between occupiers and the estate management team.
Lead the front-of-house and customer service functions across Praxis’ buildings, promoting a culture of service excellence, responsiveness and continuous improvement.
Plays a pivotal part in reinforcing Brindleyplace’s reputation as a best-in-class, welcoming and professionally managed destination within Birmingham’s city centre.
Overview of Duties
* The Senior Client Services Manager is the visible, front-line 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 ensures effective coordination between operations, contractors, and customer experience functions — creating a smooth, professional, and positive environment throughout the estates
Key Responsibilities
Customer & Occupier Relationship Management
* Act as the principal day-to-day escalation 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 with individuals able to express themselves whilst always upholding the highest professional standards
Ownership | Every asset, problem or opportunity is treated as though it is our own. The group delivers all real estate services in house and never outsources responsibility or blame
Entrepreneurialism | We challenge convention constantly encouraging imaginative solutions and rigorous debate in pursuit of better performance. Everyone is empowered to make decisions
Meritocracy | Results, hard work and good ideas trump age, experience, and meaningless job titles. We have built a diverse team where everyone encouraged to work collaboratively to reach their full potential
Action This Day | We never put off anything until tomorrow that can be done today
About Praxis Facilities Management
Based on-site 5 days a week at Brindleyplace
Praxis Facilities Management Ltd (“PFM”) provides the necessary on-site services to Praxis Real Estate Management managed properties which includes 400+ directly employed individuals covering management, operations, marketing, security, administration, maintenance, and cleaning.
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