To lead the management of customer interface within an assigned region business area, ensuring a high profile in the day to day running of the sites, and provision of a consistently strong link with client and internal senior management, guaranteeing appropriate and responsive reaction to address any and all client concerns.
Manage the complexity and risk of a large region, owning considerations such as multiple client interfaces, significant P&L risks, complex estate issues, the range and way services will be delivered.
To deliver budgeted targets for profit, performance related to a region or contract.
To support the billing and collection process for the customer and business to meet financial targets.
To support the development of business wide initiatives including contract renewal strategy, contract management plans and customer improvement plans.
To manage excellent relationships with the client, our suppliers and other partners within a region or contract.
To develop maximum profitable growth of the business through understanding client needs and maximizing the services delivered and championing excellent customer care.
To ensure compliance with all statutory, IMS, security and relevant company and client policies generating a true health and safety culture.
To lead, recruit, develop and retain staff to deliver services in the most efficient and effective manner.
To ensure that a Continuous Improvement Process is an integral part of service delivery increasingly adding value to both the business and the client.
To support and lead the introduction of operational best practice into the region or contract.
To produce, monitor and improve the levels of customer satisfaction within a region or contract.
To support the continuous review of supplier services and product range to provide best practice integrated services.
To manage the people resources effectively and efficiently to deliver the required services.
To ensure excellent communications with and motivation for all staff.
To set objectives for direct reports and review bi monthly. Ensure same approach and mechanisms for all staff within area of responsibility
To ensure all new starters receive induction training in line with Company policies and procedures.
To ensure Objectives, Performance Reviews and Job Chats are completed as per standing company policy.
Job Level Overview: Subject to functional policy objectives and/or general business direction, the Job Holder will work within broadly defined policies and objectives. He/She will demonstrate a detailed grasp of involved Practices and procedures and will normally possess either an appropriate professional, or academic qualification. The Job Holder's performance will have either a small impact on plc performance, or a medium impact on Business Group performance.
Operational Accountability's: Delivers elements within their Business Unit plan to achieve current year's performance
-Inputs to planning activities with horizons of typically 1-2 years
-Manages activities to support operational delivery and growth for their
-Operates within agreed operational and/or management guidelines
-Maintains effective internal and external client or user relationships within own area of responsibility
-Delivers Health and Safety policy and standards
-Implements Business Unit decisions and sets local priorities
-Applies high level technical skills across a range of functional or business activities
-Focuses on providing input to the annual business, financial and people plan for the specific contract, project or specialism
Financial Accountabilities Within a Business Unit or a professional function:
-Works within clear budgetary guidelines
-Translates plans and requirements into realistic budgets and targets for sub-teams
-Promotes innovative ways to add value and reduce costs within the team.
-May contribute to budget planning
-Directs Level 1 projects
People Accountabilities For a contract or multi-disciplinary team:
-Responsible for the overall resourcing
-Optimises performance
-Undertakes performance reviews and provides training, reward and succession recommendations
-Full management control of people resources and is responsible for implementing disciplinary actions up to and including dismissal.
Knowledge & Applied Skills
-Possesses knowledge of one complex functional or business area
-Track record of success in supporting a major business contract, Business Unit or region and/or providing support to a professional function
-Likely to have in excess of 5 years managerial and/or technical experience. Member of a Professional Body with Intermediate Level Qualifications as a minimum.
Behavioural Competencies,
Achieving and Doing
Builds Relationships
Business Awareness
Contributing to continuous improvement
Customer Focus
Dealing with Change
Delivery Through People
Planning and Organising
Service Responsibility: Hard FM Services including Maintenance and Lifecycle Projects.
This role will involve line management duties, which include:
21 in-house staff
Estates manager
Team Leaders
Administrative Support
Multi and Semi skilled tradesman, supported by specialist contractors.
Key Qualifications required,
Qualified to degree level in Mechanical or Electrical Engineering
Core Duties will include,
Delivery and reporting of planned and reactive maintenance to contractual requirements.
Statutory compliance including preparation for in-house, client and external audit.
Key customer facing role - meetings e.g. Building Issues, Variations & Lifecycle and Service performance.
Asset Register and CAFM (Concept) system.
Management of specialist maintenance contractors,
Managing Health and Safety Achieving targets, facilitating team meetings and implementing safe systems of work and company initiatives.
Undertaking Authorized (AP) duties. Electrical (HV & LV), ventilation and Water Services.
Energy management
Management and delivery of the rolling 5 yearly life cycle programme circa £700K p.a
Managing a revenue budget circ £1.8M.
Managing Training.
Producing Quotations and delivering minor new works through use of in-house and contracted services.
Commissioning Architects, M&E Design consultants, Building Control & Authorized Engineers.
Delivering Team Objectives, 1 to 1s, team talks.
A member of the FM Senior Management Team (SMT).
Facilities SMT on-call.
This is a great opportunity for the right candidate, If you feel that's you please apply today.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Eden Brown Ltd is acting as an Employment Agency in relation to this vacancy.