Job Title

Facilities Manager

Job Description Summary

Job Description

The role of the Roving Facilities Manager (FM) is to support the delivery of a legally compliant, safe, customer-focussed environment providing agreed levels of service across Cushman & Wakefield staffed properties.

Co-ordinate and complete the property inspection regime, reporting on the operational day-to-day aspects of building management. Ensuring compliance with risk management practices and adhering to Health, Safety and Environmental policy and providing a service in line with the required levels. To act as an ambassador to the Cushman & Wakefield brand values when communicating with all stakeholders.

Core Responsibilities:

CAFM – Interface with Cushman & Wakefield’s CAFM provider and Service Desk to ensure the correct operation of the designated system. Respond in a timely manner to all requests for authorisation of work orders. Ensure that the information held on the CAFM system is correct and updated. Ensure that correct delegation via the CAFM system is in place during absence from work.

Complaints – Support the response to any complaint, aiding communication. Report any complaints received from Occupiers, Clients, members of the public or other Cushman & Wakefield employees immediately to your Line Manager. Close the loop on all actions whilst demonstrating a high level of client care to maintain and grow working relationships that foster trust.

Compliance – All buildings to remain legally and statutorily compliant with all inspections and repairs being completed within the specified timeframes, providing urgent action to all identified priority 1 issues.

Construction Design and Management (CDM) – Identify works that should be managed in accordance with the requirements of the CDM Regulations and ensure that a principal contractor is appointed to undertake all requirements under CDM, referring all technical proposals to the Technical Services team.

Facilities Management Fees – Ensure that all building FM/Technical Services/FOH/SHE/Staff wages/CAFM fees are correct as per the scope of services. Fees reviewed on an annual basis and all increases correctly invoiced. All debts pursued and monies recovered.

Ambassadors – Seek opportunities to add value to the occupier and clients. Offer small personal touches to service delivery that have a significant impact on the occupier experience. A genuine passion for delivering best-in-class service that positively enhances the Cushman & Wakefield brand.

Health & Safety Risk Assessments – Ensure that the following Risk Assessments are undertaken by Cushman & Wakefield’s preferred Compliance Advisors on an annual basis: Asbestos, Fire, Health and Safety, Working at Height, Water Treatment. Responsible for the management to conclusion of all actions arising from these audits, to the timescale in accordance with priority detailed in the risk management system.

Human Resources – Follow all Cushman & Wakefield HR procedures including absence, sickness, expense claims and performance reviews. Manage holiday and periods of absence. Work in partnership with the HR team to ensure all individuals are respected, offered support, nurtured and developed in accordance with HR policies. Seek opportunities to improve working environments for the teams to protect both physical and emotional welfare.

Insurance Claims – In the event of an incident or accident, follow the QA process to capture and report to the relevant personnel in line with escalation procedures. Use a blend of communication methods to ensure all parties are kept consistently up to date.

Occupier Liaison – Manage occupier queries in relation to Facility Management services; those relating to the lease, service charge or tenancy in general should be directed to the estate surveyor responsible for the site. Consistently demonstrate a high level of customer delivery in line with the Cushman & Wakefield brand values.

Property Inspections – Undertake regular Health & Safety inspections and produce a report retained on Cushman & Wakefield’s preferred risk management system. Arrange for any urgent repairs to be carried out. Advise property manager/surveyor of any occupier issues. Analyse results, looking for ways to improve the building and internal processes to deliver a greater stakeholder experience.

Reactive Works and Helpdesk – Ensure occupiers are made aware of and fully utilise the Helpdesk facility. Oversee Helpdesk activity and ensure Service Level Agreements are achieved. Actively seek ways to improve systems and processes to enhance the value delivered to occupiers.

Relationships – Develop and maintain positive and client-focused relationships with surveyors, the supply chain and occupiers. Work in partnership with onsite management, service partners and/or regional Cushman & Wakefield site-based staff. Demonstrate Cushman & Wakefield’s core values through behaviours and personal impact.

Risk Management and Business Continuity – Ensure major incident management plans are available for each building and occasionally tested. Review plans annually to ensure they remain fit for purpose and that all supply partners engage and understand their role in the event of an emergency.

Service Charge – Produce and manage the service charge budgets, reconciliations and quarterly variance reports in line with the requirements of RICS Code of Practice.

Suppliers and Supplier Management – Manage all aspects of contractor day-to-day activities at site including Health and Safety. Ensure partners follow Cushman & Wakefield Rules for Contractors. Ensure there is a service contract in place for every site-based activity and conduct audit checks on partners’ documentation, procedures and quality of work. Ensure all routine and ad hoc works are undertaken using agreed Cushman & Wakefield supply partner procedures and policies. Undertake regular (minimum quarterly) minuted meetings with partners and promote a two-way communication and culture of information sharing. Encourage partners to be proactive during the contract to gain the best for all stakeholders and delivery standards. Assess both the quality of work and the behaviour of the partners’ teams during completion.

Sustainability Management and Routine Reporting – Update relevant information on sustainability platforms (e.g., BREEAM and GRESB) for applicable sites under your control. Ensure all routine reporting procedures/meter readings are completed promptly and in accordance with applicable standards.

Core Knowledge & Experience:

Proven track record across Facilities Management

Operating knowledge of Output Specifications and commercial management of performance-based contracts

Operate in a collegiate environment working closely with property and finance teams – team player

Monitor and manage cost control, budgeting and reporting across a series of buildings

Good understanding of occupier and relationship management; a track record of successfully turning challenging relationships into positive working relationships

Experience in networking and building harmonious relationships internally and externally

Good working knowledge of current legislation relevant to the role

Good operational knowledge and management of CAFM – Meridian and E-Logbooks

IT skills (MS Word, Excel, PowerPoint, Outlook, Internet)

Good verbal and communication skills

Ability to problem-solve

Numerate

Skills & Personal Qualities:

Solution-focused, with the ability to logically establish the root cause of problems

Self-motivated and passionate with a genuine desire to help others

Ability to balance customer and business priorities

Excellent verbal and non-verbal communication skills, with the ability to intuitively adapt communication approach

High self-awareness, able to regulate emotions, especially during demanding situations

Ability to think quickly and make decisions when problems arise

Able to set and maintain high standards with an eye for detail

Qualifications:

IWFM Level 3 (certificate)

H&S IOSH

Member of a professional body such as IWFM

AssocRICS

INCO: “Cushman & Wakefield”