Job Title

Job Description Summary

Job Description

Associate - Estates Management

Occupier Management, Global Occupier Services

Birmingham
 

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firmâ™s 52,000 employees in more than 70 countries provide deep local and global insights that create significant value for occupiers and investors around the world.

Cushman & Wakefield is among the largest commercial real estate services firms with revenues of $10.1 billion across core services of agency leasing, asset services, capital markets, facilities services (branded C&W Services), global occupier services, investment management (branded DTZ Investors), tenant representation, and valuations & advisory.

Role Purpose:

To work as an Associate - Estates Management within our market-leading Estates Management team, overseeing the management of a large, diverse geographical portfolio for a large retail client. The role will see the individual provide occupier clients with full property management services, collaborate and manage the performance of other skill lines across the Cushman & Wakefield Group and deliver a best-in-class service to our clients.

As Account Manager, you will be responsible for managing and developing talent and performance, client satisfaction, providing market leading advice, and identifying and winning new business opportunities.

Core Responsibilities:

• Delivery of Estate Management services to client across geographical patch

• Liaison with clients and 3rd parties i.e. landlords and their agents to ensure uninterrupted use of the clientâ™s premises, effectively acting as the intermediary between landlord and tenant

• Ensure adherence to lease terms and compliance with statutory requirements (to include inspections) and advising clients of same

• Take responsibility for management of client relationship at both Estate Manager and Senior Estate Manager level for the format

• Deliver client reporting

• Creates an environment which enables individuals and teams to perform at their best. Communicates expectations and agrees clear performance standards, addresses performance issues promptly and fairly.

• Manages and coaches a team of multi-skilled Senior Surveyors, Surveyors and Estates Assistants to provide contracted services to clients

• Takes accountability for executing plans, delivering objectives, and achieving business results. Addresses issues quickly, makes informed decisions and takes ownership regardless of the outcome

• Creates and develops lasting and mutually beneficial relationships to ensure client and stakeholder satisfaction, both internally and externally

• Demonstrates thinking beyond their own team and incorporates cross-selling as a standard part of their routine. Will demonstrate knowledge of the wider business, creating opportunities for others to promote.

• Actively develops relationships with key stakeholders both internally and externally, interpreting the stakeholderâ™s objectives, success criteria and operating environment and responds accordingly to drive satisfaction

• Actively seeks stakeholder feedback to identify and resolve issues before escalation. Creates open, two-way communication with clients and stakeholders. Balances both stakeholder needs and business outcomes and always delivers on promises

Key Performance Indicators:

• Adhere to all contractual KPIâ™s

• Ensure excellent client satisfaction scores obtained and maintained

• Management of client financial management, expense & income budgeting, ensuring forecasts aligned to target measures

• Compliance with statutory requirements

Qualifications:

• Degree level estate management qualification or equivalent desired

• Membership of RICS preferable

Core Knowledge & Experience:

• A proven track record of post qualification practice and knowledge within Property and/or Transaction Management

• Demonstrable ability to take responsibility of sizeable and complex client instructions

• Up to date knowledge of legislation regarding property management

• Demonstrable technical competence in property management

• Client Finance e.g. budget management and re-forecasting

• Line management skills

Skills & Personal Qualities:

Enabling Delivery:  Co-ordinates others and manages own self delivery of effective Estate Management, ensure work is completed within set time limits and to client expectations

Commercially Minded:  Looks for opportunities to secure new business for the team, supports account forecasting and AOP planning, seeks opportunities for cost savings

Business Wide Perspective:  Collaborates with and supports colleagues in providing on-going service to clients, identifies opportunities to cross-sell across the business

Building Relationships: Puts time and effort into building long-term partnerships with clients, site managers, other professionals, and colleagues across the business

Developing People: Places a priority on keeping own skills and knowledge up to date, encourages team members to engage in tasks/projects that will develop their skills, provides feedback

Customer Service Approach: Implementation of Real Customer Service and participates in the Customer Satisfaction process