Jacqui Stepney Email & Phone Number

Manchester, United Kingdom

Senior Building Manager for MAPP at City Tower. City Tower is a 30-storey building situated in the Piccadilly Gardens area of Manchester. It is one of the highest office spaces currently available in Manchester, with a footprint of 498,00 sqft and standing 107 metres tall. I am directly responsible for City Tower, ensuring the highest standards of management, maintenance and service, whilst having due regard to expenditure and current legislation.Management of all service charge expenditure in line with the service charge agreed budget making sure that the expenditure is within budget at all times.Delivering a world class service to both Occupiers and the Client. To assist with any viewings and Occupier occupation and fit out works. Managing a team to deliver a great front of house service and to be able to react to market changes and demands of the client.

Manchester, United Kingdom

Liverpool, Birmingham And Leeds

Role Purpose-To manage, lead and inspire a team of 8 Property Managers across a portfolio of 18 buildings to deliver exceptional customer service, best practice building standards and financial performance against targets. Responsibilities-Escalation point for Property Managers to support with the efficient and effective resolution of customer queries and facilities management issues Measure and monitor performance against KPIs; ensuring property management teams are consistently delivering exceptional service, best practice building standards and financial performance against targets. Overall responsibility for managing relationships and performance with customers and service partners. Respond appropriately to any emergency issues that may arise and be part of a group call out team Identify opportunities to strengthen our relationship with customers Work effectively with central support functions to ensure their interaction with the Property Management team is always positive, challenging and influencing where necessaryFinancial Management -Manage financial performance against income and expenditure targets across a portfolio of buildings Lead by example and inspire Property Managers’ to actively promote ancillary services; providing value-add solutions to customers and generating additional revenue for the business Business Improvement- Implement the Property Management strategy and associated improvement projects Identify and implement efficient, effective and innovative ways of working; analysing our processes and working methods from beginning to end People Management Ensure properties are appropriately resourced and we have a succession plan in place via effective workforce planning Line management responsibility for Property Managers to include all elements of the employee life-cycle Cultivate a positive culture and inspire the team to succeed

Responsibilities-Customer Relationship Management-Develop an in depth understanding of our customers and build successful relationships through activities such as business breakfasts, networking, 1-2-1 meetings and customer research.Develop retention strategies by working with the retention team to deliver them through to completion.Effectively manage escalated customer complaints and initiate strategies to continuously enhance the customer experience.Monitor and report on KPI’s relating to customer service standards.People-Conduct workforce planning and review resource requirements regularly, taking a long term view to enable effective planning to ensure optimum resource levels for effective service delivery within agreed budget levels.Support teams in recruitment to ensure we have the right people in the right places and maintain fair and effective salary levels.Conduct skills gap reviews to effectively manage talent and succession plans for key roles.Drive the annual people survey to ensure a high level of response and develop action plans to improve team engagement.Create a positive culture, inspire and motivate the team to contribute to the overall objectives of the customer service department and the business.Standards-Responsible for delivering excellent customer service experience throughout the customer’s lifecycle with Bruntwood.Assist the Sales team by conducting successful customer viewings by planning and researching effectively, ensuring a positive experience and outcome.Conduct building reviews to highlight areas of concern or improvement.Commercial Management/Finance-Responsible for monthly management of income and expenditure to track progress and take appropriate action.Review P & L quarterly and take appropriate action.Manage business income and take responsibility for the recovery of monies, agreeing terms for repayment with customers if required.

Customer Service Management for 9 buildings in South Manchester. Tasked with managing the customer relationship, to understand and keep up to date with customer needs. To provide customers with useful and timely information on their building and services. To gain customer “buy-in” to developments. To ensure that customers maintain a positive impression about delivery of high quality customer service.Delivering Customer Service. To set the standards for and pro-actively lead on the delivery of customer service within the building. To provide improvements and innovative new ways to deliver customer service. The maximisation of positive customer service which will meet and surpass customer expectations thereby enhancing Bruntwoods customer loyalty.The Customer Service Team. To Develop and manage a flexible, responsive, competent and customer focussed team to represent Bruntwood within the Building.

Responsible for the induction of new Operation Managers, maintaining a support role when induction is complete.Support for 5 centres located in Manchester and Birmingham. Focusing on audit standards, managing debt collection and improvement of profit margins.Projects - involved in the successful implementation throughout the UK of a new billing system. AIT - (Area Improvement Team). A dedicated team responsible for providing support to Manchester, Birmingham and Leeds for debt management, centre standards and training.Acquisitions - responsible for overseeing the acquisition of Stonemartin, Peter House, Manchester by Regus in April 2008. This included the implementation of all Regus systems, training of Stonemartin employees and client relationship management.

Facility management-ensuring the centre was always fit for purpose both operationally and in line with Health and Safety requirements. Maintaining high standards by internal auditing. Training - development and retention of Regus team members. Implementation and compliance to all internal policies and procedures, ensuring all team members are fully aware of their responsibilities.Profit & Loss - ensuring all targets are met and exceeded, focusing on improving margins. Purchasing- Controlling of cost, responsible for all purchasing within the centre. Developing and maintaining of relationships with suppliers, including centre catering and cleaning team.Invoice management - generating required reports to maintain compliance of revenue maximization.Debt management- ensuring all invoices are paid by due dates and maintaining a clean ledger.Marketing - of meeting rooms to generate 100% occupancy.