ABOUT US

The Arch Company is the UK’s largest small business landlord, serving thousands of business owners who make a unique and vital contribution to the UK economy. The company purchased Network Rail’s former commercial property estate in early 2019 and have a property portfolio of more than 5,000 railway arches, business estates, former station buildings and other properties.
The Arch Company is proud to be the landlord to a diverse, passionate group of small business owners, entrepreneurs and community organisations across England and Wales. The Arch Company shareholders are TT Group and Blackstone Property Partners.
We’re committed to creating a diverse, inclusive, and equitable workplace, so if you’re interested in this job but don’t meet every aspect of the job description, we’d still encourage you to apply. You might be the ideal candidate for this role, or other positions.

KEY ACCOUNTABILITIES

• Service charge –reconcile and budget in line with asset/wider portfolio strategies, answer customer queries, help identify and introduce new s/c estates, recommend and budget for exception works, manage sinking funds.
• Customer onboarding – meet with all new customers, provide handover packs, address initial queries, and assist with GoCardless Direct Debits.
• Customer retention at lease events - Collaborate with Transaction Managers on upcoming lease renewals and rent reviews with large increases. Communicate with customers ahead of these lease events to address issues which will support customer retention and ease negotiations.
• General customer retention and service - log and handle all property management specific customer queries including compensation requests and direct all other enquiries to the relevant teams.
• Customer exit – review the validity of termination notices, understand reasons for leaving and consider whether customers can be retained. Manage communication with customer throughout process, oversee yielding up, dilapidations, return of deposits and closing of accounts. The property manager will retain complete ownership of the termination process.
• Customer requests - Oversee all mid tenancy Licence to Alter requests, and all non-commercial third-party access requests (licences, wayleaves).
• Insurance Claims - Log and provide all required information.
• Breach management – review and pragmatically resolve through regularisation or cessation, lease breaches such as unauthorised alterations, changes of use (where AM confirms there is no commercial value), planning breaches (liaising with the local authority), and unauthorised land use (such as overseeing removal or issuing licences for containers in communal yard areas).
• Manage removal of squatter / unauthorised occupiers, including overseeing adverse possession claims.
• Customer Debt - Collaborate with the Finance / Credit Control teams to develop and implement strategies for resolving customer arrears, such as forfeiture.
• Health & Safety - Report any Health & Safety Risk in a timely manner and help to manage these risks through to resolution.
• Collaboration - Work across departments (Operations, Professional Services, Leasing, Development etc) to meet company objectives.
• Systems - Interact with internal systems as required as new systems, reporting and processes are created internally.
• Other Responsibilities - Aid with plan rectification requests. assist with the management of business rates liabilities, represent The Arch Company at stakeholder / external meetings as required, support the Asset Manager with Complex reletting works such as regularisation of occupation (Business name changes, business transfers).

To provide a front-line customer focused, property management service to The Arch Company business and our tenants in the London region, whilst minimising risks to The Arch Company Estate and the operational railway through a robust inspection regime, covenant assurance and compliance with statutory legislation and professional industry standards.
The successful candidate will enjoy working in a fast-paced and dynamic environment within a diverse customer portfolio, of which most operate within the industrial, leisure and retail sectors.