• Fully accountable for the delivery of a first-class residential block and estate management service.• Responsible for the performance of the Property Management team, to ensure we deliver best in class services in a cost-effective way, working to continually evolve and improve our service in line with our customers’ expectations.• Foster relationships with all clients such as house builders, fund managers, prop cos, asset managers and including all local community stakeholders• Lead and direct a multi-disciplinary team to ensure we deliver best in class services in a cost-effective way, working to continually evolve and improve our service in line with our customers’ expectations.• Designed and delivered the customer experience strategy which ensures excellence within the Property Industry• Collaborate and work with other departments and key stakeholders to ensure we deliver on our promises to current and future customers.• Lead by example in building strong and enduring relationships both inside and outside the business• Manage, monitor and report on KPIs to ensure the team is meeting and exceeding its objectives.• Standard-bearer for excellent customer service.• Support colleagues in keeping abreast of changes in legislation, technical knowledge and best practice.• Responsible for health and safety compliance across the regional portfolio.• Assist in securing new customers – building trusting relationships with stakeholders.

• Recruited to further develop Mainstay’s service provision and enhance their customer experience across the Midlands.• Responsible for the delivery of an efficient and effective, customer-focused property management service to secured and new developments within the Midlands.• Reported directly to the Managing Director, with full responsibility for the P&L, business retention and customer satisfaction for the regional portfolio, as well as supporting sales growth and the transition from bidding, through mobilisation to service.• Monitored and managed the delivery of all business and client KPIs, compliance with legislative requirements and maintenance of company standards in relation to service charge budgets and accounts, site inspections, risk and compliance activity, supply-chain management and record keeping.• Established, retained and developed excellent relationships with colleagues, clients, customers and contractors alike through a pro-active approach, which included regular face-to-face communication.• Oversaw the development of each client relationship; gained a complete understanding of client business drivers; agreed on the forthcoming year’s development plan; led strategic review meetings and ensured actions were completed within agreed timescales.• Managed and developed the regional property management team; ensured that each team member met or exceeded standards of performance against agreed job responsibilities and objectives; arranged training and ‘on the job’ coaching where required.• Sought to continually improve the customer service delivery and ratings thereof, reviewing, responding to and learning lessons from feedback surveys, implementing change where possible and appropriate.

City Marque was a serviced apartment provider with offices in London and Manila in the Philippines, responsible for almost 200 apartments, (capital value c. £130m), across sixteen locations in central London.• Liaised with guests, suppliers, asset managers and internally across our team of staff to ensure we exceeded the expectations of guests and clients.• Promoted to Operators Director at City Marque; I provided clear leadership to a multi disciplinary team across the company.• While at City Marque I introduced an innovative and highly secure 24/7 remote access system; 24/7 guest support and reservations team; a personal PA/concierge for every guest; and a robust 5* housekeeping, maintenance and management system.• Sourced and developed successful relationships with contractors and suppliers while at City Marque, enabling me to negotiate the most competitive terms and conditions on behalf of the company and its clients. An example of this is that I outsourced the housekeeping function to a third party resulting in significant savings.• Led day-to-day operations in setting up new properties, dealt with key partners and devised systems, structures and logistics as we expanded our portfolio.• Managed the P&L, budgets and monthly reporting.• Main point of contact across all heads of departments; worked with them to gain an excellent cross-company understanding of the functions and services that were offered within the business and industry more broadly.• Recruited and developed the team to ensure existing workload was maintained and capacity for new projects established; managed reviews etc.• Implemented, developed and managed team processes and schedules.• Quality management including inspecting property locations, monitoring guest review scores and external assessments and sought to improve service offered where possible.

• Complete budgetary and financial responsibility for the function.• Developed a residential accommodation strategy for maximising income from the RSC’s residential assets.• In conjunction with the Maintenance Department, input into and informed annual and periodic planned preventative maintenance and capital /refurbishment programmes in respect of the RSC residential estate.• Ensured all accommodation met statutory compliance levels.• Oversaw the management of all day-to-day enquiries regarding accommodation available and for property already let.• Input regularly into Artist Forum and other internal meetings in order to gain occupier feedback, review internal service levels, address any issues arising and generally promote the service.• Managed a company wide ‘approved’ hotel/RSC and 3rd party property register, which included quality control visits and brokering optimum corporate discounts on behalf of the RSC in Stratford, London, Newcastle and other locations as required.

• Liaised with the Works Department on maintenance needs, faults and pre-planned maintenance work, to ensure our service met and wherever possible exceeded customer expectations.• Undertook risk assessments for routine and occasional activities within the College and was responsible for compliance with ACOP.• Agreed on the forthcoming year’s development plan; led quarterly strategic review meetings and ensured actions were completed within agreed timescales.• Built, developed and retained excellent working relationships with people at all levels both within and external to the College.• Recruited, managed and motivated the housekeeping and operations staff across all sites.• Instigated measurable service standards for each maintenance group; implemented and monitored realistic year-on-year improvement targets.• Oversaw the booking of all teaching rooms, guest rooms, student accommodation and conference accommodation; managed the College’s portfolio of properties to ensure occupancy levels were high.• Monitored customer feedback and sought to improve service offered where possible.• Managed annual maintenance budgets and stock turnover.

Native is a provider of serviced accommodation for both corporate (Accenture, PwC, IBM, Capgemini) and private personnel who relocate to or within the UK, for short and long-term assignments. • Promoted to Regional Operations Manager at Native; the Manchester office, which I was responsible for and which oversaw the Midlands and Northern regions, had the lowest staff turnover within Native, and was the best performing office in the Company.• Managed the clients’ portfolios of properties to ensure occupancy levels were high.• Managed relocation programmes for Accenture, PwC, IBM and Capgemini throughout the UK whilst at Native, and was instrumental in winning the contracts with these clients.• Set up Native offices in Manchester, Leeds, Newcastle and Dublin.• Project managed the simultaneous procurement of 300 properties for Accenture consultants working on an NHS project in Leeds, both under budget and within the set deadline – the largest single project Native had dealt with at the time.• Coached and motivated staff, managed recruitment, reviews etc.• Presented evidence of savings, service levels and new initiatives to the Native board of directors and clients on a weekly/monthly basis.• Procured residential properties throughout the UK at Native, on average achieving 15% savings in comparison to hotel costs; oversaw £75 million worth of property assets at any given time.• Liaised with Native colleagues: operations team, utilities, accounts, housekeeping etc, to ensure guests received a consistent, high-quality service.