Facilities Manager

Mitie; Swanwick CP; On-site; GBP 50,000 - 70,000; Full time

Job summary

Mitie is seeking a Facilities Manager to lead Soft Services at our Swanwick Operations site, owning the end-to-end customer experience across workplace, logistics, stores, grounds, front of house and Helpdesk.

You will build strong relationships with the Client, stakeholders and customers, delivering First Class Service and guiding a hands-on team to continuously improve standards and processes within a corporate, client-facing environment.

Qualifications

• Transform service delivery to meet new and improved standards.
• Proven leadership across multiple sites in a client-facing environment.
• Strong interpersonal skills with the ability to build relationships with clients and stakeholders.

Responsibilities

• Direct daily ownership of workplace, logistics, stores, front of house and helpdesk services.
• Collaborate with FM and Engineering to streamline service delivery.
• Drive improvements to user experience across the estate portfolio.

Skills

People management

Customer service

Stakeholder management

Excellent communication

Organisational skills

Change management

Job description

This Facilities Manager role will manage the Soft Services at our Swanwick Operations site, ensuring site standards are met and continually improving the customer experience. Managing the workplace, logistics, stores, grounds, front of house and Helpdesk service. Owning the customer experience and facing touchpoints throughout the buildings.

This role requires very strong interpersonal skills and be able to build strong relationships with the Client, Key Stakeholders and Customers. They will need excellent communication, discretion, delegation and organisational skills and experience within a corporate customer / client facing environment and be passionate about delivering First Class Customer Service.

Job Overview

• Direct people Management of workplace, logistics, stores, grounds, front of house and helpdesk service.
• A One Team approach, working closely with all other service lines across FM and Engineering is key to streamlining service delivery
• Transform and improve the user experience across the whole estate portfolio
• Support the Workplace team ensuring everyone is delivering a seamless experience at all times, and established one-stop-shop for all colleague's working needs and requirements (Connecting into IT, and liaising with Cleaning, Security & Catering if required)
• Own the front of house, helpdesk and customer experience service delivery, providing an exceptional service experience for all internal and external customers visiting or working within the building.
• Proactively identify improvement opportunities regarding processes and operational delivery and own the change management path to deliver the change.
• Utilise a “hands on” approach whilst maintaining a strategic eye for the development of the business, and team members.
• Consult with our clients, colleagues, and visitors, to improve their workplace customer experience
• Build and coach a team that provides personalised service across the building

Main Duties

• Daily ownership of the experiential touchpoint journey, ensuring all colleague and client facing areas are set for success
• Hold high building standards, carrying out regular building walks and audits
• Ensure all site users & visitors are left with a positive view of the workplace
• To develop and train a highly motivated team who deliver service that sets us apart from our competitors and the high street
• Work closely with the FM teams to understand projected occupancy flows, building works. events and activities taking place each day
• Drive customer service improvements locally into the FM service lines - such as Workplace, Cleaning, Security and Front of House
• Ensure service line teams are presentable and are demonstrating the Mitie values every day
• Implement change and improvement to process and service delivery
• Project Manage for small FM minor works
• Assist and support of larger Workplace project works
• Deputise for Head of Workplace when required

What we are looking for

• Demonstrable experience transforming service delivery to meet new and improved standards
• A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey
• Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team
• Proven track record of comparable leadership experience over several years with managing a workforce across multiple locations
• Must have previous experience in customer service and IFM service delivery, helpdesk processes, workflows with knowledge of HR and QHSE procedures and legislation
• Proactive, organised and meticulous - passionate about Customer Service and Experience
• Excellent project and time management skills
• Proven stakeholder management capability with experience of managing high value relationships with senior stakeholders and customers
• Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence