REGIONAL PROPERTY MANAGER LONDON CANDIDATE BRIEFING DOCUMENT 2021
2 THE ARCH COMPANY
CONTENTS 01 DEAR CANDIDATE... Pages 4 - 5 02 ABOUT THE ARCH COMPANY Pages 6 - 7 03 JOB DESCRIPTION Pages 8 - 11 04 JOB SKILLS, EXPERIENCE AND QUALIFICATIONS
Page 12 05 APPLICATION PROCESS Page 13
3 THE ARCH COMPANY
4 THE ARCH COMPANY
5 THE ARCH COMPANY
DEAR CANDIDATE…
Thank you for your interest in the appointment of Regional Property Manager - London with The Arch Company, the UK’s largest small business landlord. The company purchased Network Rail’s former commercial property estate in early 2019 and have a property portfolio of approximately 5,200 railway arches, business estates, former station buildings and other properties. They are seeking a Portfolio Lead to preside over the regional London portfolio, providing leadership and strategic direction to the Property Management Team, responsible for the delivery of a front-line customer focused, property and facilities management service to the Arch Company business and tenants. Able to influence a wide variety of internal and external stakeholders, the successful candidate will be an experienced, chartered professional with a proven track record in Property Management and a strong customer focus & safety ethos.
Please read on to understand more about the asset and this unique opportunity.
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THE ARCH COMPANY
The Arch Company is the largest provider of commercial business space for small to medium sized businesses in the UK. They have approximately 5,200 properties, of which more than half are converted railway arches; their portfolio also contains office units, shops, restaurants, leisure and light industrial units, ranging in size from 100 sq ft to over 100,000 sq ft. They strive to create unique and vibrant spaces that inspire the creativity of business owners. The diverse portfolio is full of variety, from bakeries and restaurants to microbreweries and climbing walls. They ensure that the communities surrounding the estate thrive too, by creating spaces to meet, eat, entertain or simply enjoy on a journey home. Additionally, they are investing in new commercial property units, creating innovative, high quality business space, and redeveloping disused or run down properties. Backed by active and high-profile shareholders, it’s a priority within the company’s business plan to unlock the full potential of the property portfolio by investing to bring one thousand disused arches into use, providing much needed space for many more entrepreneurial small businesses to start up. The Arch Company values ensure delivery of a front-line customer focused, property and facilities management service to the Arch Company business and tenants. The London portfolio represents the largest share of the national estate, by volume and value. This position is therefore a pivotal role in ensuring the smooth operation of services to customers.
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8 THE ARCH COMPANY
JOB DESCRIPTION
JOB TITLE: FUNCTION: REPORTS TO: LOCATION:
Regional Property Manager (London) Services (Estate Management) Estate Management Director London
JOB PURPOSE To provide leadership and strategic direction to the London Property Management Team and be accountable for the delivery of a front-line customer focused, property management service to the Arch Co business and our tenants, whilst minimising risks to the Arch Co Estate and the operational railway through a robust inspection regime, covenant assurance and compliance with statutory legislation and professional industry standards. KEY ACCOUNTABILITIES 1. Provide leadership and direction to the Property Managers in developing and maintaining strong working relationships with all tenants, stakeholders and contractors within the Region to drive and improve customer service and satisfaction through the delivery of Arch Co’s Customer Charter. 2. Ensure the delivery of value for money services across the service charge estates within the region and manage the respective budgets and assure full recovery of all relevant service charges from our tenants where applicable. 3. Provide leadership and technical expertise to drive best practice on service charge management, and support the resolution of ongoing initiatives including completion of the programme of service charge catch-up activities. 4. Supervise and monitor the empty property rates (business and residential) liabilities within the region and support and implement any rates mitigation strategies to minimise such costs within the portfolio.
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5. Manage the team to respond to all tenant issues and communications and escalations in accordance with Arch Co’s Customer Charter to include but not limited to general enquiries, repairs and maintenance, credit control, covenant compliance, service charges, health and safety, applications for landlord’s consent to tenants’ alterations, all in accordance with best practice and professional principles.
6. Collaborate with Credit Control to continuously improve collection of rent and other charges
7. Execute follow-up actions from the Operational Risk Management Inspections programme to manage and mitigate risk across the region and ensure that the region and all the assets therein are both head-lease and statutory compliant thereby minimising risk to the Arch Co estate and to the operational railway infrastructure. 8. To ensure that all tenants are always complying with the terms of their leases and tenancies particularly in respect of health & safety, maintenance and payment of rent and to manage and co-ordinate the remedy of all tenant breaches in accordance with current statutory and Arch Co processes and procedures. 9. Work closely with the Lettings, Asset Management and Capital Programmes Teams in the identification, scoping and delivery of all works required within the portfolio to ensure timely realisation of value. 10. Responsible for ensuring that the region and all the Landlord managed assets therein are statutory compliant (where Arch Co hold the duty of care) and are managed in accordance with best practice and professional principles.
11. Supervise and monitor the delivery of a robust cyclical maintenance and PPM regime across the region via the Arch Co supply chain.
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12. Be the Person Responsible for Fire Safety for all vacant properties, common areas / landlord managed Fire Escapes and Multi-Occupied Buildings.
13. Collaborate with the Head of Site Facilities Management to ensure smooth delivery of integrated services to customers.
14. Manage and resource-plan a team of Property Managers to deliver all of the above, and collaborate with other RPM’s to deliver seamlessly consistent services across the national estate. 15. Proactively provide a customer-centric approach to escalations, complaints and issues to establish corrective/remedial action, and generate improvement principles within a positive reinforcement culture. 16. Build strong working relationships with Regional Leads for other service lines (such as Asset Management or Lettings) or key stakeholders in National teams (such as Interface Management, Capital Programmes, Development and Safety). 17. Take responsibility for initiatives or projects as directed by the Estate Management Director or Head of Estate Management Operations.
18. Actively contribute as a senior manager within Estate Management.
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12 THE ARCH COMPANY
JOB SKILLS, EXPERIENCE AND QUALIFICATIONS
• MRICS qualified (at least 5 years PQE) • Educated to degree level or equivalent
• A proven track record in Property Management • Highly skilled in service charge management • Expertise in lease breach resolution, and demonstrable knowledge of applied property law • Well versed in high volume portfolios • Exposure to industrial/city centre properties • Strong people management experience and leadership skills • Strong customer focus & safety ethos • Positive and proactive team player, with excellent team management skills
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APPLICATION PROCESS
For further information or to make an application please contact The Arch Company’s recruitment partner The Management Recruitment Group.
Matthew Evans matthew.evan@mrgpeople.co.uk 07854 865017 Emilia Fasano emilia.fasano@mrgpeople.co.uk 07851 259 868
mrgpeople.co.uK
MRG and The Arch Company are committed to creating a diverse and inclusive workplace. Promoting equality of opportunity for all, through diversity, giving everyone the chance to achieve their potential, free from prejudice and discrimination. To that end, the interview process will be conducted with anonymised and gender neutral CVs. We particularly welcome applications from minority candidates, as they are under-represented within Property Management roles at this level.
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