- Establish and cultivate strong proactive relationships with clients, building landlords, key business stakeholders, customers, and within the broader MITIE team.
- Develop effective and collaboratively agreed stakeholder plans related to your property.
- Conduct regular meetings with key stakeholders to manage performance and perception, and address any issues appropriately.
- Lead and influence service partners to foster a high-quality customer service environment, centered on our purpose of “The Exceptional Everyday,” while exemplifying our values.
- Drive operational excellence across the team utilising well-defined and relevant metrics (SLA's KPI's).
- Ensure compliance with all statutory responsibilities, including HR practices and QHSE, maintaining appropriate records and mitigating risks.
- Plan, oversee, and manage all facilities activities and services associated with your property.
- Manage your team and external contractors to establish work standards and deliver high levels of performance.
- Build strong relationships within the team, creating a workplace experience forum focused on delivering consistent standards of FM services across the property portfolio.
- Drive initiatives across the contract, enhancing efficiencies and improvements.
- Oversee and influence effective financial control across all budget streams.
- Take ownership of and achieve all energy targets for your property.
- Foster a defined customer-focused culture through leadership, ensuring all colleagues embody our purpose and principles.
- Pioneer and coordinate FM best practices to encourage innovation and a proactive approach within the team, enhancing the workplace team brand.
- Develop a best-in-class team by ensuring that colleagues have effective development plans, talent mapping, and engagement strategies.
- Communicate effectively with all members of the Workplace team, ensuring that regular operational updates, monthly briefings, monthly team meetings, Work Safe, Home Safe initiatives, toolbox talks, and training sessions are established.
- Collaborate with the MITIE Energy team to implement and review the energy strategy for your buildings, striving to achieve defined energy targets annually.
- Identify any gaps in current service provision and relay opportunities for service improvement and enhancement to the Account Director.
- Contribute to Innovation Forums to encourage continuous development and improvement in service relationships and delivery models.
- Provide forward investment and budget planning for your respective areas of responsibility.
- Manage additional activities or projects as requested.
- Lead a flexible team, ensuring exceptional levels of customer service throughout and across functional areas.
- Ensure performance adherence to agreed Service Level Agreements.
- Create, develop, and maintain a standard set of operating procedures.
- Manage communication through multiple channels to keep our customers informed of any service or operational changes or issues that may affect them.

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 recognized 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.