Job Description

At RPG, we don't just manage bricks and mortar; we build communities. We make space for people to flourish and businesses to develop. We've more than 30 properties across the UK and we want to provide the perfect place for businesses to thrive. Our relationship with our tenants does not stop once they have moved in, the Front of House Manager is integral to create an exceptional and unrivalled destination that will enable small businesses and start-ups to create their life's work. Working into a dynamic operations team, this role would suit an immaculately presented, professional and highly organised individual, who has had previous customer/tenant engagement experience or worked within a serviced office/building management environment.

The FOH Manager must manage the building holistically, being responsible for all aspects including showing/selling the space (in conjunction with the Investment Managers), liaison with tenants and contractors and ensuring the building is safe, clean, and fully maintained as well as delivering our LIFE (tenant experience programme). Excellent customer service is essential.

Key Responsibilities

Building & Customer Management

To be the primary point of contact for all customer management, engagement & communication, always ensuring the highest levels of customer service.

Conduct tours for prospective customers, showcasing available space and highlighting the benefits of the building.

Drafting tenancy documents from document templates to be reviewed by the Investment Managers.

Manage tenant move-ins, move-outs, liaise re tenant fitouts, and alterations.

Regularly review the Tenant Handbooks, ensuring any changes are reviewed, approved, and communicated effectively.

Build and maintain positive working relationships with customers, holding formal monthly meetings (or as required).

Respond promptly to customer queries, fostering strong partnerships and trust.

Coordinate and deliver the

Life by RPG

programme of community events in collaboration with RPG's Customer Experience Team and ensuring the

Life by RPG

app is kept up to date.

Service/Contractor Management

Maintain a thorough understanding of the building, including its construction, services, plant and equipment, and fire and security systems.

Conduct daily walkarounds and regular inspections of the building fabric, plant, and equipment.

Manage building service subcontracts, ensuring services meet specifications and agreed SLAs.

Ensure all subcontractors comply with site safety standards and working procedures.

Hold contract review meetings with service providers.

Oversee all site security systems, including CCTV and access control management.

Oversee all planned and reactive maintenance works, liaising daily with the Vantify Helpdesk and providing timely updates to customers.

Review and improve operational procedures in partnership with the FM to ensure building efficiency.

Continuously identify opportunities to enhance service delivery.

Liaise regularly with onsite service partners (e.g. Cafe) to ensure performance aligns with commercial agreements and promotes innovation.

Financial Management

Oversee the building's operational budgets effectively.

Support the IM/FM with the preparation of Service Charge budgets and reconciliations.

Raise purchase orders and review or approve invoices in line with company policy.

Health, Safety and Environmental Management

Oversee all site-related health, safety, and environmental matters, liaising with RPG's H&S Team as required.

Coordinate tenant health and safety information.

Manage fire drills and emergency evacuations.

Oversee first aid provision for the RPG team.

Ensure safe working practices are implemented for all tenants, staff, and visitors.

Monitor and maintain Health and Safety performance data via Vantify.

Key skills & Personal attributes

Highly presentable, professional, and customer focused.

Strong IT proficiency (MS Word, Excel, Outlook).

Excellent written and verbal communication skills.

Effective organisational and time management abilities with the capacity to prioritise tasks.

Strong attention to detail and observational skills.

Sound judgement and decision-making ability.

Acts as an ambassador for RPG, upholding company values at all times.

Customer-service driven, with a proactive approach to understanding and meeting client needs.

Collaborative team player who builds trust and rapport easily.

Demonstrates technical competence and confidence in role-related expertise.

Manages workload effectively, meeting deadlines and maintaining high standards.

Committed to excellence, proactive in problem-solving, and adaptable to change.

Requirements

IOSH qualification (preferred)

First Aid at Work (preferred)

Minimum of 2 years' experience in facilities or services officed within a corporate office environment.

Strong organisational skills, flexibility, and a proactive approach with a commitment to excellent customer service.

Extensive experience managing contractors and budgets.

Job Types: Full-time, Permanent

Pay: 33,000.00-35,000.00 per year

Benefits:

Company pension Enhanced maternity leave Enhanced paternity leave On-site parking Private medical insurance Referral programme
Work Location: In person