Deputy Head of Client Services Operations

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