Senior Client Services Manager

Department: PFM Management

Location: Birmingham

DescriptionRole 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 face 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 ResponsibilitiesCustomer & 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 Our ValuesProfessionalism | 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