Facilities Account Manager

Facilities Account Manager

Location: London

Hours: Mon - Fri 40 HPW

Salary: 45K DOE

The job holder will be based on the site of an extremely fast paced and dynamic customer and hold full operational responsibility for delivery of TFM Services through both self-delivery and Service Partners across their Estate.

Reporting directly to the Pareto Account Manager and Senior Client Team, to manage and develop a Workplace Experience that meets and exceeds customer expectation.

Developing and leading a Multi-Skilled Team in delivery an excellent customer experience, whilst ensuring all services are delivered to contract and legal requirements.

A centre of expertise for customers, ensuring the smooth operation of hard and soft services and general facilities and premises functions through the provision of developed technical skills.

• Job holder will work in close conjunction with the Customer Team ensuring excellent performance standards are achieved and maintained across all areas of Facilities & Premises management.
• The job holder must be prepared to travel to all premises within the group property portfolio from time to time and contribute to the success of the overall FM Operation. This will include providing hands on and remote assistance.
• Will directly manage a team of staff with varying levels of expertise and will be responsible for setting and reviewing objectives and targets for each member of the team.
• Job holder will be the focal contact point for team members and customers alike.

Overview of Cultural Fit

This is a full-time role based for a high-profile Client. We are looking for the most vibrant, exciting, enthusiastic candidate. We want team members to be outgoing, customer focused, always willing to help and always willing to own a problem to completion. The person needs to be a team player, who will always go above and beyond to achieve. They will always say yes and will always support the customer is every action.

Main Duties and Responsibilities

Authorisations and Limitations:

• Completion of performance reviews for all direct reports, advising recommendations to Pareto.
• Authority to prioritize own workload and reallocate resources within own team for the benefit of the wider team / business, ensuring relevant deadlines are achieved.
• Resolve enquiries and complaints from customers with minimal guidance from others
• Works within clear guidelines and departmental procedures, however, will be required to use own initiative in suggestion for resolution of wide-ranging ad-hoc queries with minimal guidance from others.
• Act as deputy to the Pareto Account Manager when required on the Contract.

Key Result Areas

The postholder will be expected to:

1. Develop a strong rapport with client staff.

2. Act as deputy to the Pareto Account Manager where required

3. Be viewed as an integral part of the FM team and first point of contact for all Facility, Premises and associated enquiries

Person Specification

Experience

• Excellent communication, coaching and feedback skills.
• Proven experience in a customer service environment.
• Contract management & negotiation skills.
• Space planning skills and competent in the use of CAD
• PC literate and competent in all relevant MS applications, ie, Word, Excel and PowerPoint
• A competent understanding of / experience of technical areas of premises management, ie, cabling infrastructure, building plant and building management systems, audio visual systems.
• Significant experience in an FM role – Hard or Soft (OR ideally both).
• Customer Service/people background – within a ‘client first’
• Experience of managing a small team of staff and suppliers.

Qualifications

Minimum 5 years’ experience in similar role

IOSH Managing Safely

Be Familiar with ISO45001, 14001, 27001 and 50001

Desirable:

First Aid Trained