Tenant Liaison Manager

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This range is provided by Crown Estate Scotland. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Edinburgh or Glenlivet

The role

Crown Estate Scotland has an exciting opportunity for a Tenant Liaison Manager to join our Property team on a full-time permanent basis.

This role will:

• Develop and implement a robust tenant engagement strategy / plan across all tenant types within the Property Team.
• Create and lead all tenant engagement initiatives for CES residential, coastal, commercial and farm tenants to maintain positive tenant feedback and move customer satisfaction rates from good to excellent.
• Manage business and/ or relationships with tenants, customers, stakeholders, and communities that help Crown Estate Scotland achieve its purpose of ‘Investing in property, natural resources and people to generate lasting value for Scotland’.
• Represent Crown Estate Scotland at tenant, customer and stakeholder events to deliver material outcomes directly related to current or future corporate plans and priorities in a manner that builds trust and credibility of the Property function.
• In areas where our tenants and customers live and/or carryout their business activities, lead and coordinate the liaison with local authorities in those areas and will be directly responsible for improving tenant/customer satisfaction including MSPs, local authority senior leadership and other community organisations making clear the value our work brings to their constituents (working alongside the Asset and Corporate Affairs Teams).

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…