BNS is a property services company based in North Bristol (BS16), servicing developments throughout the south of England and Wales. We offer fully bespoke packages to our clients, with our main service provisions of block management, maintenance and facilities management, service charge accounting, compliance and health and safety.
Here at BNS we pride ourselves on providing all-encompassing and transparent property services, giving clients a personal experience, which is reliable, responsive and proactive.
We are proud to be an equal opportunities employer and work hard to ensure that our work environment is a harmonious and rewarding one.
Due to increased and diversified market share, contributing to continued growth and development, the need for a Head of Block and Estate Operations has been identified.
Objectives
Responsible for the operations of our block and estate service provision incorporating the Client Relationship team and Accounts department within BNS with the ultimate goal to retain, develop and grow clients and personnel.
Operational responsibilities
- Operationally lead the Client Relationship team and Accounts team for BNS and recommend and implement agreed processes and policies.
- Report to the Board of Directors regularly with the performance of the Client Relationship team and Accounts team.
- Manage both informal and formal complaints processes and ensure key tasks are delegated accordingly.
- Work with other departments to achieve a cohesive delivery of operations across the business and best operational practice.
- Manage and ensure departments adapt and deliver the quality control recommendations to operational delivery.
- Identify and deploy operational improvements that deliver increasing operational efficiency and efficient service delivery to our stakeholders.
- Identify industry qualifications, training/education that will enhance best practice and service delivery.
- Develop and maintain effective procedures, policies, and standards to ensure compliance with statutory and contractual requirements and lead the operational requirements for business quality control and audits.
- Manage a sustainable number of developments varying in size to understand first hand our service delivery.
- Consult and advise on compliance matters as required.
Leadership and team management
- Line manage Client Relationship and Accounts teams
- Meet at an appropriate regularity with teams individually and globally to review departmental and individual performance.
- Provide strong leadership to the team, fostering a positive and high-performance culture.
- Develop, train and mentor team members, promoting continuous learning and professional growth.
- Set clear goals, monitor performance, and manage individual and team performance evaluations.
- Ensure effective collaboration and communication among team members and with other departments by fully integrating with and understanding duties within the wider business.
- Ensure teams have access to training and qualifications which ensures their compliance and ongoing certification to their professional and trade qualification.
- Work with the HR Team to develop and execute the strategy to deliver high levels of retention and an effective recruitment process to meet current and future department requirements.
- Undertake regular documented catch ups and scheduled 1-2-1s to maintain colleague morale and development.
- Provide proposals on resourcing and efficiency opportunities whilst maintaining quality control on the Client Relationship and Accounts service delivery.
- Collaborate with internal and external stakeholders to optimise services where appropriate.
- Implement customer service objectives, policies and procedures and oversee adherence.
- Report to the Board highlighting retention levels, areas of concern and plans for improvement, individual and team performance and structure to enhance and improve the customer service policy implementation.
- Install high standards of internal customer service provision and ensure processes are followed to positively impact retention and client satisfaction levels.
- Implement and improve our customer service charter and ensure adherence to such charter by all departments with the key objectives of high customer service delivery, positive feedback and stock retention.
- Engage in Head of Department meetings to review customer service requirements and implementations within their team on both an individual and department level and report on progress achieved.
- Monitor and review communications to stakeholders and report on service levels to ensure efficiencies are met by the company with a consideration towards a commercial balance to clients.
- Oversee new starter inductions as well as refresher courses with staff members, keep individual files of training undertaken and reviews required
- Oversee and adapt scorecards.
BNS
Are you ready to take the next step on your career journey? BNS is a leading property services company based in Bristol, South Gloucestershire, serving developments across the south of England and Wales.
At BNS, we’re dedicated to providing independent, tailored solutions to our clients and offer comprehensive property services including residential block management, facilities management, property maintenance, property development and health and safety.
We are proud to be an equal opportunities employer and work had to ensure that our work environment is a harmonious and rewarding one.
Joining our team comes with an array of benefits designed to support your career growth and personal well-being, including:
- A competitive salary
- Discretionary bonuses
- Minimum of 32 days holiday (including bank holidays)
- 1 wellbeing day per year
- Access to employer funded qualifications and training support
- Overtime opportunities
- Employee referral scheme bonus
- Employee Assistance Program (EAP) (for all staff and dependents from day 1 of employment, to include 24/7 advice line and confidential counselling sessions and wellbeing app and resources)
- Annual salary reviews
- Company pension scheme
- Career progression opportunities for those who excel in their role
- New business referral scheme bonus
- Employer funded social events throughout the year
- Free parking
- Wellbeing champions with staff focused wellbeing enhancements
Ready to find out more? Join BNS and be part of a team that values your talent.
How to apply:
Please send your CV and cover letter to hr@bns.co.uk
