Property Manager

at  The Arch Company

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 – complete all reconciliations, budgeting (in line estate level asset strategies and portfolio wide s/c strategy), answer customer queries on s/c, identify and introduce new s/c estates, budget for and recommend the implementation of exception works, manage LTMC / sinking funds.
• Customer onboarding – meet new customers to provide handover packs and discuss any queries / issues (including helping customers set up GoCardless Direct Debits).
• Customer retention at lease events. Work with the Transaction Managers on upcoming lease renewals and rent reviews with large increases. Communicate with customers ahead of these lease events to understand if there are any issues that need resolving to help retain the customer / ease negotiations. Oversee resolution of customer retention issues raised.
• General customer retention and service - log and handle all property management specific customer requests / queries including reviewing and recommending compensation requests. Log and direct all other directly received customer enquiries to the relevant individual to resolve.
• Customer exit – review the validity of termination notices. Speak with customers to understand why they are leaving / understand if they can be retained. Correspond with the customer throughout their exit, including confirming notice validity, yielding up process and dilapidations. Settle any dilapidations due and oversee return of deposits / closing of accounts.
• Oversee all mid tenancy Licence to Alter requests.
• Manage all non-commercial third-party access requests – licences, wayleaves etc.
• Log and provide all information required for insurance claims.
• Breach management – review and pragmatically resolve through regularisation or cessation lease breaches such as unauthorised alternations, changes of use (where AM confirms there is no commercial value), planning breaches (liaising with the local authority), 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.
• Collaborate with the Finance / Credit Control teams to develop and implement strategies for resolving customer arrears, such as forfeiture.
• Report in a timely manner any incidents / situations which pose a health and safety risk. Manage through to resolution any H&S risks which relate to an occupied property.
• Work collaboratively across departments to achieve the company’s overall objectives and goals, including Operations, Professional Services, Leasing, Development etc.
• Represent The Arch Company at stakeholder / external meetings as required.
• Aid with plan rectifications requests as required.
• Assist with the management of business rates liabilities.
• Interact with Keystone as required as new systems / reporting / processes are created over time by the Tech Team.
• Take on any other related responsibilities necessary to deliver the objectives as the role evolves over time.
• Help the Asset Manager with scoping units requiring Complex reletting works.Assisting with regulation of occupation (change of sub tenants, name changes).

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.