Troika Recruitment Limited

Client Our client is a leading operator of high-end residential estates, recognised for delivering exceptional service across a prestigious portfolio. They manage multiple luxury developments with a focus on consistency, operational excellence, and service innovation. With strong partnerships across stakeholders, they continuously enhance asset value and resident experience. Their teams are known for professionalism, discretion, and a commitment to high performance. Candidate We are seeking an experienced operations or client services leader with a strong background in managing multi-site teams within residential or hospitality environments. Strong communicator with excellent people management skills Confident handling complex issues and resident escalations KPI-driven, analytical, and commercially aware Skilled in client relationship management and reporting Knowledgeable in compliance, health & safety, and risk management Role You will be supporting the Head of Client Service Operations in overseeing a portfolio of prime residential buildings. Your duties include: Provide leadership and guidance to General Managers, ensuring consistent service delivery Act as a senior escalation point for complex resident complaints and issues Monitor KPIs, drive operational improvements, and ensure contractual compliance Lead client reporting, presentations, and performance reviews across sites Implement standardised procedures and best practices to enhance service quality Collaborate with internal teams to ensure compliance, service charge delivery, and risk mitigation