Job Overview

The primary objective of this role is to oversee the planning and execution of Workplace Services, in accordance with the Commercial Agreement and Service Level Agreement established between MITIE and our client. 

Key responsibilities include delivering Facilities Management services through the 'Workplace Experience' vision and strategic plan, ensuring that all service operations are carried out effectively and with a collaborative approach across all designated service lines. This position aims to foster an environment where users consistently receive “excellent customer service first time, every time.” 

Additionally, the role involves building strong stakeholder relationships to develop best-in-class, fit-for-purpose solutions for the client, with the goal of being recognised as a “Trusted Advisor” and the main point of contact. It is essential to continually cultivate a service culture within the workplace team to ensure a consistently positive customer experience at all times.

Main Duties

Workplace Leadership

• Lead, coach and develop Colleague Services Coordinators and workplace teams.
• Provide annual leave cover for Colleague Services Coordinators where required.
• Foster a customer-focused culture, ensuring colleagues embody Mitie's purpose, values and behaviours.
• Lead team engagement, development, training and safety initiatives.
• Build a high-performing, flexible workplace team capable of delivering exceptional service.
• Act as the FM lead and focal point during site incidents, emergency situations, DR and BCP events.

Customer and Stakeholder Management

• Establish and maintain strong relationships with clients, landlords, stakeholders, customers and service partners.
• Lead and influence service partners to deliver exceptional customer service and workplace experiences.
• Lead workplace experience forums and stakeholder engagement activities.
• Manage customer communications relating to operational issues, service disruption and change.
• Identify opportunities to enhance customer experience and service delivery.

Operational Performance

• Plan, oversee and manage all facilities management and workplace services within the property portfolio.
• Drive operational excellence through achievement of agreed KPIs, SLAs and contractual commitments.
• Ensure customer-focused service delivery across all functional areas.
• Manage supplier and contractor performance to ensure service excellence and value for money.
• Develop, maintain and continuously improve standard operating procedures (SOPs).
• Drive continuous improvement, innovation and operational efficiency initiatives.
• Collaborate with the Mitie Energy Team to implement energy strategies and achieve agreed energy targets.
• Undertake additional projects and responsibilities as required.

Compliance, Risk and Governance

• Ensure compliance with all statutory, contractual, HR, QHSE and company requirements.
• Maintain site compliance records and ensure audit readiness at all times.
• Ensure services are delivered safely, efficiently and in accordance with contractual obligations.
• Lead site incident management, including emergency response, evacuation procedures, Disaster Recovery (DR) and Business Continuity Planning (BCP).
• Manage supplier and contractor compliance and risk controls.

Financial Management

• • Take ownership of site budgets and cost control.
  • Monitor expenditure and identify opportunities for efficiency savings.
  • Ensure accurate forecasting and resource planning.
  • Manage purchase orders and receipting processes to maintain financial control.

What we are looking for

• Must be an experienced Colleague Services Managers with SME in soft and hard services, Demonstrate operational management of a complex site.
• Strong leader with a commitment to support their colleagues
• Flexible and proactive
• Passionate about exceptional customer service