Managing the resident experience and overseeing operations at two significant PRS/Build to Rent developments in the North West. The Cargo Building, Liverpool and Pomona Wharf, Manchester.The 324 unit Cargo Building sits in a prime location nestled between Liverpool’s iconic waterfront, Liverpool One and the hip Baltic Triangle. Launched in August 2017, a highly customer focused team were guided to achieve 93% occupancy by April 2018, uplift targeted rents by 5% and secure a Net Promoter Score of 48%By encouraging the lettings team to build resident relationships from the initial point of contact, there has been minimal fall through during the resident application and referencing phase and risk to the landlord has been minimised with rent arrears below 0.5%Launched in late November 2017, Pomona Wharfs 164 units sit half a mile from Manchester City centre and achieved 70% occupancy within 5 months

A regional property development company with a passion for developing listed and uncared for properties and turning rejuvenating them into a mix of commercial, retail and residential units.Recruited to focus on their commercial offering, marketing, letting and managing the tenant relationships across both their regional and city centre locations.

Mindfit are a holistic health and wellbeing practice based in the heart of Liverpool city centre.Offering a wind range of options our courses will increase productivity through enhanced mindset and wellbeing

With a property portfolio worth just short of a billion pounds, Bruntwood are a leading commercial property company offering a wide range of office solutions.In the role of Area General Manager for Liverpool I was responsible for the customer experience across the regions 11 buildings, totaling 890k sq ft of office and retail accommodation and accountable for growing long term relationships with over 180 individual businesses; businesses that worked across a variety of sectors and ranged from start up companies to international organisations such as Investec Wealth Management, Bosch & Service Source.Reporting to the board director for Asset Management and representing the Customer Service department within the Liverpool senior management team, I lead a team of people skilled in both customer service and facilities management, our goal to create working environments in which our customers businesses would prosper.Actively involved in promoting the company within the Liverpool business community, attending a variety of networking events to secure leads. Representing Bruntwood on the environmental committee of the commercial district bid in its infancy.In this leadership role my responsibilities included:- Customer relationships: Building long term relationships with a business to aid the long term retention of that business and involvement in the viewing and lettings process to support the attraction of new business. - Customer experience: Ensure the appropriate and effective use of both customer service and facilities team members to ensure the delivery of high levels of both service and standards.- Commercial management: Manage cash flow and revenue from rent and service charge income streams.- People management: Recruit, develop and mentor the groups managers and provide support and guidance in relation to escalated staffing issues.

Undertook this maternity cover whilst maintaining full responsibility and accountability in my role as Liverpool General Manager.Tasked with guiding a team of 6 managers and 28 indirect reports employed in customer facing roles through a change management program resulting in an improved customer experience and departmental efficiency.Reporting to the Board Director for Asset Management, this senior role afforded me the opportunity to:- Present information to various groups of board directors at both weekly asset management meetings and quarterly regional board meetings.- Set and manage the departmental overhead budget.- Lead and mentor both General Managers and Customer Service Managers through 1:1 meetings and departmental manager meetings.- Contribute to and influence both departmental and business strategy.- Be the senior point of contact for escalated complaints for over 300 organisations that had leases across the 27 regional buildings.

At 360k sq ft The Plaza is Bruntwood's largest building and it's flagship Liverpool property. Appointed manager following its acquisition my first responsibility was to oversee the vacation of 260k sq ft by the Littlewoods Group: the former owner/occupier of the building.Managing the building through a multi-million pound redevelopment and refurbishment, I introduced processes and agreed communication strategies that ensured that existing customers were fully engaged in relation to the project and that the impact of the works on a customers ability to trade was minimised.The customer experience was placed at the heart of the environment I was looking to create at the building, I involved myself in the lettings process, aiding the sales team in securing lettings to many of the current occupiers including multi national companies such as Maersk Shipping, Santander & US Airways.Resulted in the combined customer service and facilities team achieving a customer satisfaction, net promoter score of 70% in 2008.As the customers custodian of a £1.5 million service charge it was my responsibility to set, manage and communicate performance against the budget. Consistently delivering performance against budget during this period.

Reporting to the Head of Customer Service this day to day operational management role required a combination of customer, people and facilities management skills.Managing a variety of buildings within both Bruntwoods Manchester and Liverpool portfolio's enabled the opportunity to expand my knowledge & experience of the property industry. Included involvement in the sales process to attract new customers & working alongside asset management to retain existing customers. Gained an understanding of the processes involved in building acquisitions & building development.Joining in 2001 at a time the company was evolving its building management strategy to have a greater customer focus meant opportunities to contribute and influence new processes in how we engaged with customers through their life cycle. It was an exciting time to be involved.As a customer service manager my main responsibilities were:- To build long term relationships. Engaging with customers to better understand their needs & ensuring that I, the team, the company were aiding their success. Being their property partner.- Setting and pro actively leading on the delivery of customer service standards within a building or group of buildings. To innovate & provide new ways of delivering service. - Develop and manage a flexible, responsive, competent & customer focused team to represent the company. Included recruiting, training, developing and managing performance of team members.- Manage the day to day operation of the building. Included having a full and up to date knowledge of the facilities, maintaining all records and ensuring compliance with all health and safety requirements.- Manage third party suppliers ensuring that their standards and service delivery was in keeping with company philosophy & that we were achieving best value for our customers.- Set, manage and reconcile an annual service charge budget ensuring that it delivered the correct levels of service ad customer care.

It was in this role that I established my passion for delivering an outstanding customer experience.Joined their Toby Carvery brand as a graduate trainee. Successful P & L management as a relief cover manager resulted in my first full managerial appointment after just 20 months. After a further 6 months and following profitable Christmas trading I was promoted to a larger outlet with a annual turnover of £1.2 million. In the day to day running of the outlet my responsibilities included:- Building long term relationships with customers, suppliers and brewery personnel.- Promoting the brand by creating a world class customer experience.- Recruiting, training and managing all staff.- Ensuring the premesise were maintained and presented to the highestlevel.- Managing wages, book keeping and all accounts.- Stock control to ensure profit margins.- Driving revenue through marketing and advertising initiaives.- Ensuring compliance with both statutory and H & S legislation.