Tenant Liaison Manager

About the role

The successful candidate for this role within the organisation will be responsible for:

• Building strong relationships with our tenant base across the property portfolio and leading implementation of agreed actions from the CES Tenant Surveys.
• Establishing rapport with our tenant base across the property portfolio with the aim of understanding their needs and concerns and in turn proving clear communication to all tenants regarding planned activities, initiatives, projects/programmes etc that are relevant to them.
• Working with Asset Team, project managers and managing agents to ensure that tenants and stakeholders are kept informed at all times of project timelines, any potential disruptions, procedures and any changes that may affect them.
• Keeping a current and accurate record / database of all tenant contact details for ease of communication and treat that information in line with current Data Protection legislation.
• Creating and managing the literature/communication surrounding the tenant liaison process and updating/amending the information when necessary.
• Managing and administering tenant satisfaction monitoring and producing regular performance reports for the Director of Property and Executive Team.
• Looking at ways to constantly improve the tenants experience and keep tenant satisfaction rates high.
• Being the first point of call to investigate and if possible, resolve tenants Stage 1 complaints.
• Providing relevant tenant statistical data/information as required by the property team.
• Conducting regular liaison with tenants before, during and after planned activities, CES initiatives, maintenance works etc, through telephone calls, personal visits and written correspondence.
• Participating in progress/contract regular meetings with Asset Teams and Managing Agents, producing a detailed report for each on tenant issues.
• Collating and monitoring tenant satisfaction figures on a regular basis from all property teamwork streams and input that information into a spreadsheet ready for the Director of Property.
• Being part of CES Working Groups or Project Teams that will have direct or indirect impact on tenants.
• Seizing opportunities to build Crown Estate Scotland's reputation for delivery through positive tenant engagement, ensuring any tenant and customer concerns are dealt with in a timely and professional manner.
• Providing regular feedback and management information on tenant liaison and activity.
• Advising and supporting the Executive Team and Board on tenant engagement initiatives, tenant visits and tenant feedback on CES's in their communities.

Key responsibilities

• Supporting the property team in all aspects of tenant engagement to improve the tenants experience and keep tenant satisfaction rates high.
• Identifying and developing new tenant engagement platforms to ensure the tenant base is always engaged and kept informed as appropriate.
• Actively supporting the overall delivery of CES's Corporate and Business Plans to provide an excellent, innovative and truly customer focused (property) service.
• Positively promoting CES's values; constructively challenging traditional ways of working, contrary behaviour or comments.
• Ensuring feedback is actively sought in order to inform service improvement for tenants and develop more efficient and effective ways of working.
• Ensuring compliance with CES's policies and procedures.
• Supporting the development, review and implementation of CES policies and procedures in particular: -

Health, safety and welfare initiatives.

- Principles on Equality, Diversity and Inclusion

- Risk management initiatives

- Performance management practices

• Utilising ICT technology and systems effectively by developing appropriate skills, adopting efficient business processes, and maintaining data securely and accurately.

• Working collaboratively with Asset Teams and Managing Agents.

• Acting with high levels of discretion and demonstrating emotional intelligence in resolving or deciding where to escalate any areas of concern along with suitable solutions.

The above list of responsibilities is not exhaustive, and the post holder may be required to undertake other responsibilities and training as requested by their line manager, appropriate to the grade. Further, the holder of the post will be expected to work flexibly across all the dimensions of the corporate plan.

The contractual working location of this role is our Edinburgh or Glenlivet office. We believe work is something you do, not a place you go to, and we are committed to supporting employees to work flexibly and in a way that suits their role and preferences.

The salary will be £46,934 with potential for future progression and annual cost of living rises. The maximum salary for this role is currently £54,489. The role also benefits from 25 days' annual leave, plus 11.5 of public/ privilege days. Crown Estate Scotland encourage flexible working and operate a discretionary flexi-time scheme. This role offers participation in the Civil Service pension scheme.

About You

You should:

• Be educated to undergraduate degree level or equivalent in a subject relevant to Crown Estate Scotland's business areas and/or customer engagement or tenant liaison.
• Have experience and knowledge of commercial estate, property or rural management, ideally with emphasis or expertise in one or more of Crown Estate Scotland's business sectors.
• Have experience of working with communities, particularly those most relevant to the Scottish Crown Estate such as rural land use, commercial and residential property, river salmon fishing, coastal or maritime.
• Have experience of liaising with tenants and stakeholders.
• Be able to manage and administer tenant satisfaction monitoring.
• Have experience of producing progress and performance reports.
• Have awareness of terrestrial and/or offshore planning, development, policy and legal contexts.
• Be a competent user of Microsoft Office suite.