At NHS Property Services, we believe our people are our greatest asset. That's why we're committed to creating a workplace where everyone feels valued, supported, and empowered to thrive. Our People Strategy - Get, Grow, and Keep Great People - is all about building a values-driven culture where colleagues and customers are at the heart of everything we do. You'll join the Open Space Portfolio team as a Portfolio Manager, taking ownership of a defined customer portfolio and providing operational, customer, and analytical support to ensure the smooth day-to-day running of Open Space properties. Open Space operates at pace and with a commercial mindset, so this role will suit someone who enjoys responsibility, problem-solving, and seeing work through from start to finish. A core focus of the role is delivering a consistently high-quality customer experience. You'll manage customer interactions end-to-end, interpret data and trends, and produce insight that supports informed business decisions. All activity will be delivered in line with NHS Open Space and NHS Property Services policies and procedures. This is 12 month Fixed Term Contract. Who you are You're organised, customer-focused, and confident managing your own workload in a fast-paced environment. You're comfortable working with processes, systems, and data, but you also have the common sense and initiative to spot trends, identify issues, and suggest improvements. You take ownership of problems rather than passing them on, and you're motivated by delivering meaningful outcomes for customers. You'll thrive in this role if you enjoy variety, accountability, and being trusted to manage your remit independently while working as part of a wider, supportive team. Key responsibilities Take ownership of a customer portfolio, managing activity end-to-end from initial registration through to resolution and reporting Oversee the customer registration and vetting process, ensuring users meet Open Space requirements Manage Compass case management activity, ensuring cases are resolved within agreed SLAs Act as a key point of contact for customer queries via email and phone, providing clear, timely, and professional responses Produce regular service reports, performance metrics, and utilisation insights for customers and ICBs, identifying trends and opportunities Manage and respond to customer complaints and CSAT feedback, proactively resolving detractors within agreed KPIs Carry out site inspections to ensure Open Space room standards are maintained in line with best practice Coordinate site visits with delivery teams and on-site colleagues to support customer requirements Maintain accurate trackers, CRM information, and reporting tools Support onboarding and off-boarding of rooms and properties Maintain and improve processes, guidance, and documentation, contributing to continuous improvement across the Open Space portfolio Work flexibly across the team, providing cover and support when required What we can offer you We understand how important life is outside of work, so as well as a competitive salary, we also offer: Salary from £31,000, plus car allowance and bonus 27 days annual leave plus 8 bank holidays, with the option to buy additional leave Smarter Working Policy, empowering you to choose how and where you work based on your daily activities Training and development opportunities through our Professional Excellence Framework, supporting long-term career progression SMART pension with up to 6% employer contribution A range of flexible benefits, including NHS retail discounts and Cycle to Work Scheme A comprehensive Colleague Assistance Programme supporting all areas of life An organisation with a purpose We are an organisation with a passion for giving back - putting money back into the NHS, raising £150,000 over three years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer in their local communities, and committing to become net zero carbon by 2050. We know it's important to feel that the work you do has a meaningful impact. Through our approach to being a responsible business, every colleague has the opportunity to make a difference. At NHS Property Services, we're committed to creating an inclusive workplace where everyone can thrive. We welcome applications from disabled people and will make reasonable adjustments throughout the recruitment process and in the workplace. Please let us know if you need any support. We celebrate diversity and are working hard to create an inclusive environment where people love to work and can fulfil their potential. Please note: We may close this vacancy early if a high volume of applications is received. Take a look around the company https://www.property.nhs.uk/contact/