Head of Client Services; Luxury Development Management Platform

  • Location

    London, England

  • Sector:

    Real Estate, Corporate Services

  • Job type:

    Permanent

  • Salary:

    £120000.00 - £140000.00 per annum + plus bonus and package

  • Contact:

    Ariane Freebody

  • Contact email:

    a.freebody@capstone-recruitment.com

  • Job ref:

    BBBH8730_1657000909

  • Published:

    about 1 month ago

  • Expiry date:

    2022-08-04

  • Consultant:

    #

Head of Client Services

£120,000 - £140,000 per annum, plus bonus and package

Central London (travel required)

A specialist Development Management platform based in Central London are seeking a Head of Client Services to be accountable for ensuring clients have an exceptional experience when visiting their luxury properties around the world. Reporting to the Operations Director, this role encompasses the provision of leadership and direction to the business on all matters related to achieving the pinnacle of client service.

The company:

Our client acts on behalf of principal investors with significant appetite to develop bespoke and investment projects across the globe. Acting on behalf of faceless international investors as their Developer, Investment Vehicle and Delivery Partner, world class Hotels & Resorts and Ultra High End Residential Single Dwellings/Penthouses/Developments as well as many other unique and luxurious projects, are being delivered across the world.

Responsibilities:

  • Implement the impeccable standard and approach for management of private residences and the delivery of client services
  • Tailor services to individual clients to ensure consistency across their international portfolios of properties
  • Facilitate all client visits to ensure that exceptional client experience is guaranteed when visiting their properties and limited stress is applied to the business
  • Accountable for ensuring that all client requests are promptly addressed and resolved to the highest possible standard, whether related to the properties or not
  • Develop operational service excellence by utilising and implementing technology, including implementing customer relationship management (CRM) and workflow management, to ensure consistency in delivery, reduce cost and improve management information
  • Develop the resourcing model for all properties and oversee the management of both permanent and temporary staff to ensure flawless execution of services
  • Ensure that best practice Health and Safety processes and procedures are implemented and strictly adhered to at the properties by all employees and temporary staff
  • Review, negotiate and tender annual service contracts and insurances to ensure efficient, effective and exceptional property operation
  • Set, implement and monitor the procurement strategy for operational supplies and equipment at all international properties
  • Advise Project Teams on all items related to delivering exceptional client experience at both residential and commercial properties
  • Develop preferred suppliers and build relationship with these suppliers, ensuring to receive a priority service
  • Provide leadership, direction and management of operational resources. Monitoring and managing supplier and employment agency performance, including performance reviews
  • Assist with the recruitment and induction of additional team members and resources as required
  • Responsible for the accurate use and regular updating of the electronic filing of documents and emails as well as the accurate hard filing of documents related to the operation of the properties

Requirements:

  • Previous experience of managing private clients, preferably luxury or private residences
  • Experience managing multiple properties over multiple geographies
  • Managed contract staff through a provider, knowledgeable of the insurances and legal linked to these agreements
  • Commercial acumen, ability to identify opportunities for profit or seek and develop new revenue streams
  • Essential to have operated at an Operational Excellence level, with recognition of this experience
  • Polished, detail orientated
  • Travel is dependent on client need, flexibility is required
  • Ability to delegate with a strong leadership style

For more information or to be considered for this opportunity please email your CV to a.freebody@capstone-recruitment.com or call Ariane Freebody 020 3757 5016.

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