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

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*.