Facilities Services Manager

Facilities Services Manager

Role Purpose

This role is responsible for managing all aspects of operational delivery and client relationships for a portfolio of Retail client locations. You will have full responsibility for any Facilities & Workplace services, your clients’ satisfaction and service experience, and the commercial performance of each location.

Part of a strong team reporting to the Director of Operations, you will deliver to your clients’ agreed specification, but also look beyond this to take all opportunities to demonstrate Instant as a best in class, complete property solution. You will network within your clients’ organisation to achieve excellent relationships, delivering Instant’s values and keeping a firm focus on the statutory and commercial aspects of each contract. You will drive opportunities to create client satisfaction, innovation and profitability.

Key responsibilities

• Ensure all hard & soft Facilities services are delivered to specification, and planned/reactive activities meet SLAs and agreed process, cost & reporting requirements. Make interventions as required.
• Create excellent relationships with outsourced or client’s suppliers, driving performance, communication and motivation, despite the challenges which will arise in a Retail portfolio.
• Own the performance of all building and service-specific Compliance activities (incl remedial actions)
• Proactively address service issues, complaints/escalations or failed visits, including agreeing action plans with all stakeholders as needed
• Manage landlord services & third party/tenant relationships; ensure service charge obligations are met.
• Deliver to an Account Management Plan: develop client relationships with decision makers/influencers creating trust and ease of business.
• Be highly visible across your portfolio. Proactively seek to improve the working environment via ongoing visits and remote engagement. Act on all feedback & observations.
• Coordinate & support onsite inspections/assessments (Fire Risk Assessment, Cleaning audits etc.)
• Support incident management, including out of hours on a rotation basis: Take ownership for client communication, service providers’ response and any Incident Reports/handover notes.
• Provide accurate and useful monthly/quarterly internal/external reporting.
• Responsibility for commercial activity on your portfolio: Review and scrutinise all costs, assess value, need and priority. Seek approval from clients for recharges with confidence and understanding.
• Identify opportunities for selling additional services and facilitate their implementation.
• Support client H&S activities (H&S Audits, Participation in H&S committee, Accident Investigation etc.)
• Ensure adherence to all regulatory Compliance and H&S requirements.

Background and experience

• Superior client relationship management skills, with an awareness of Account Management principles.
• Great hard & soft Facilities Management experience essential. Working technical knowledge expected.
• Experience in managing effective and positive relationships with outsourced suppliers, Helpdesk etc
• Good working knowledge of H&S in the workplace is essential.
• Experience of property operations in a Retail environment advantageous.
• Previous incident management experience/responsibility would be advantageous.
• Experience of creating operational reports for external stakeholders

Key skills and competencies

• Excellent relationship building skills, with the ability to challenge, influence and give advice to clients.
• You are able to create positive working relationships at all levels with internal and external parties.
• You are proactive, flexible and hands on. Your problem-solving abilities inspire confidence & trust.
• You can be depended on in an emergency, keeping a cool head to coordinate an incident response.
• You will be open to travel and flexible to changing priorities. You are able to manage multiple tasks and prioritise workload effectively, particularly across multiple locations
• You take ownership for your output, results and client feedback
• Good commercial acumen. You will be required to take ownership of financial matters for your clients.
• Engaging personality, with confidence in your abilities but a willingness to learn & improve

Measures of success

• Client satisfaction/feedback
• Managing planned and reactive work on your portfolio within SLAs/KPI’s
• Revenue generation / commercial management
• Delivery to Account management plan
• Delivery to Supplier performance framework

The details

Salary: We pay salaries to reflect the previous experience required, and responsibility sought for the role.

Driving: This role will require you to have a clean driving license and insure your own vehicle for business purposes. Parking costs will be reimbursed and Company mileage will be paid via Expenses at 45p per mile