Terminal Soft Services Manager

Role purpose

Responsible for the day-to-day provision of diverse FM soft services (cleaning, waste, pest, customer services delivery, etc.) maintaining suitable client relationships, managing a team of people and of any external service providers, and always keeping a focus on sustainability for all forms of decision making.

Salary: £45,000

Location: Heathrow Airport

Responsibilities

• Manage the Soft Services provision together with any other facilities management FM contractors or service providers that may be required to deliver services within the premises, ensuring services meet the requirements of the department and its internal and external customers.
• Develop and maintain communication structures with suppliers & service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
• Conduct regular reviews / audits of Management Information to determine trends and ensure workspaces are operating efficiently and being managed in accordance with departmental strategy, ensuring opportunities for improvement and innovation are highlighted and reported.
• Work in partnership with contractors & FM service provider, to help identify, prioritise and plan building fabric and maintenance projects and act as Project Manager for minor works or Business As Usual (BAU) projects.
• Work in partnership with contractors & FM service provider to ensure a safe working environment meeting all statutory, contractual obligations including departmental sustainability requirements.
• In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
• Act as the focal point of all key client issues – understand issues from a client perspective and works appropriately.
• Ensure that all services are coordinated for project works (major and minor works, churn etc.) that affect key client areas.
• Ensuring that client satisfaction levels remain high.

Person Specification

• Experience of managing a Soft Services support team, including absence management and development of staff.
• Experience in dealing with sub-contractors and supply chain.
• Understanding of help desk/call centre processes and work flow.
• Calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
• Confident in making decisions and follow up their decisions with action, achieving objectives by motivating and working through others.
• Able to view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records
• Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
• Champion change, highlighting the positive reasons for change by bringing innovation and ensure they become integrated solutions.
• Understands and applies appropriate employee legislation, safety, health and environment regulations.
• IT literate, demonstrable knowledge of operating computer aided facilities management software packages (i.e. Maximo).

Use of MS Office software suite.

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.

Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.