JOB PURPOSE:

The Facilities Manager (WSM) will have overall accountability to the Deputy Account Director. You will have operational activities experience, with a focus on Service Delivery, Client Liaison, Contractor Management, Statutory and Contractual Compliance, Health and Safety, and line management of site-based teams. You will be responsible for delivering services that meet concierge-level standards, ensuring high levels of customer satisfaction and operational excellence similar to 5 hotel services*.

Key Accountabilities:

• Full ownership and accountability for all services provided on-site to our clients, ensuring concierge-level service delivery with hotelification principles applied across all operational functions.
• Manage, develop, and implement FM maintenance tasks, both reactive and PPM, maintaining strong operational performance and first-class service to Legal and General in line with 5 hotel standards*.
• Act as main point of contact to Client, Customers, and Visitors, ensuring that all interactions reflect a concierge-level approach, providing seamless and high-touch service.
• Develop a strong relationship with the relevant Legal and General contacts, aligning operational and site-specific goals and requirements with the aim of delivering services comparable to 5 hotel standards*.
• Work with all FM service lines to provide support and guidance, ensuring consistent and excellent service delivery that aligns with high-end service expectations.
• Ensure that disruptions are kept to a minimum by maintaining effective liaison with key suppliers and ensuring no impact to broadcast operations, while maintaining luxury standards of service.
• Maintain high levels of customer satisfaction by continually reviewing and improving Customer Service, and ensure that Customer/Client Satisfaction is demonstrated through the approved KPIs or maintaining current performance levels in a changing business environment.
• Identify additional works for the site/s and be responsible for initiating value-add initiatives, ensuring these add to the overall customer experience with a concierge-style approach.
• Awareness of contractual obligations and ensuring all service delivery meets and exceeds expectations in terms of quality and luxury standards.
• Ensure that Safety, Security, and Resilience arrangements relating to FM are in place to ensure uninterrupted operations 24/7, ensuring sites are secure by ensuring high-security policies are followed and management of access control systems is maintained to a 5 hotel standard*.
• Ensure that Business Continuity arrangements are in place and regularly tested for all buildings under your control, ensuring service continuity to concierge-level standards.
• Support the delivery of additional projects across the portfolio in conjunction with the projects team, ensuring projects maintain high-quality standards and client satisfaction.
• Regular building walks of each site across the region to identify any required works, logging these and following through to completion, ensuring work is executed to hotel-grade quality.
• Provision and compilation of accurate reporting in line with KPIs and SLAs, assisting the Senior Leadership Team in monthly reporting.
• Overall management of work order management to ensure minimal monthly breaches or failures, maintaining seamless service delivery akin to 5 hotel operations*.
• Any other duties that may be required and considered by the line manager to be consistent with the level and general responsibilities of the role, always maintaining concierge-level standards.

PERSON SPECIFICATION (Experience/Qualifications/Skills)

• Substantial, quantifiable, and demonstrable experience in a similar role, with a strong focus on delivering high-end services akin to a 5* hotel experience.
• Operational understanding of Facilities Maintenance, Operational Excellence, and building services within a client-focused environment, including day-to-day management and tactical/strategic planning, with an emphasis on hotelification standards and concierge-level service.
• Demonstrable experience of budget management and finance reporting, ensuring cost-effective operations while maintaining 5 hotel-like standards*.
• Recent successful experience of controlling a total FM contract involving both hard and soft services, focusing on operational excellence, with a particular emphasis on delivering high-quality service akin to concierge-style service and luxury hotel standards.
• Experience of small works, operational excellence, sustainability with sub-contractors and supply chain, ensuring all services are delivered to meet 5 hotel standards*, while upholding a high level of client satisfaction.
• Commercially aware with a strong understanding of cost controls and budgets, with the ability to balance financial constraints and concierge-level service delivery that meets or exceeds client expectations.
• Ability to work under pressure in a highly demanding environment, while maintaining hotelification-level service quality and concierge-style attention to detail at all times.
• Strong operational excellence drive
• High standards, with a focus on creating a 5 hotel-like experience for clients and guests*
• Hotelification mindset, ensuring that all services are delivered to the highest level of quality and consistency, similar to that of a luxury hotel
• Concierge-level service delivery, providing tailored solutions that meet client needs with professionalism and attention to detail
• Decision maker and problem solver
• Strong People & Team Management skills
• Self-motivated with strong communication skills, both oral and written
• Strong Customer Relation skills
• Experience in dealing with suppliers/contractors
• Good knowledge of SLA's/KPI's and measurement procedures
• Self-motivated, team player, and ability to motivate others
• First-class planning and organisational skills
• It is essential that the FM is available when required to deal with out-of-hours emergencies
• Computer literate with experience of Word, PowerPoint, and Excel
• Sound knowledge of QSHE – ideally IOSH or NEBOSH certificate, minimum of IOSH Managing Safely certificate
• Diplomacy and flexibility
• Incident management experience
• Membership of a professional body, e.g., IWFM, desirable
• Technical knowledge desirable

Please note this list is not exhaustive and you will be expected to comply with any reasonable ad hoc duties and requests within an expansive operation.