Experience Inc. Jobs

Workplace Experience Lead

Job ID

178447

Posted

06-Aug-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Facilities Management

Location(s)

Darlington - England - United Kingdom of Great Britain and Northern Ireland

Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.

Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.

We encourage new ways of working, driving innovation, whilst always living to our RISE values.

Respect

Integrity

Service

Excellence

The role: Facilities Manager (FM)

The purpose of our Facilities Manager role is to act as the key catalyst in delivering, as an individual and through your team, an exceptional workplace experience and is focused on the entire workplace journey for our colleagues and clients alike. It’s about detail, best practice, knowing what good looks like and then raising the bar.

Developing and driving an enhanced culture of service excellence within the client location in order to enhance the brand to internal and external stakeholders. Monitor successes of the workplace experience and positively shape and adjust to meet the client’s needs then proactively anticipate all stages of the customer journey.

You have overall management responsibility for your building in line with all quality, health and safety, environmental and company procedures related to general legislation and customer/tenant requirements. This includes adherence to all budgetary costs and customer service standards. This role reports into an Operations Manager.

Key responsibilities are as follows:

• Deliver exceptional integrated facilities management service across Front of House, M&E Maintenance, Host Services, Events Management, Mailroom Services, Cleaning, Security and Catering / Hospitality.

• To ensure the smooth management of all services within the designated BT building and to ensure the Workplace Services teams deal effectively with all business user/client requests and enquiries and exceed expectations in all areas of the client facing operations.

• Responsible for health and safety compliance onsite, including that of third-party service providers and completion of all maintenance records. This includes ensuring that BT are regularly updated

• To manage and ensure a world-class service to welcome clients, visitors, colleagues and business partners during the agreed operating hours. To ensure there is a pleasant and positive working environment for BT business users with hosts who are available and accessible within the building.

• An understanding of finance and management of P&L for the operations, ensuring a cost-efficient service in all areas (without impeding the client experience).

• Responsible for statutory compliance for planned maintenance works.

• Compile and maintain all required management information/records. This includes asset register, emergency plans and all related records and management reports that form part of the CBRE logbook system

• Preparation, control, and monitoring of the service agreement in accordance with the BT contract and associated budgets

• Delivering and coordinating team meetings and toolbox talks

• Further develop and maintain excellent customer/tenant relationships, ensuring that they receive the highest standards of service in relation to their operational needs, attending meetings as applicable

• Liaise with local authorities as appropriate

• Proactively manage risk and deal with insurance issues relating to your building

• Manage minor work projects on site, acting as the liaison point for all parties involved

• Produce management reports in accordance with the needs of the business

• Play a lead role in the management and control of incidents (e.g. business continuity or environmental impact), owning timely and appropriate communication/escalation across customer and P&FS business

• Develop an exceptional partnership working collaboratively with all supply partners and P&FS colleagues to deliver and improve appropriate workplace environments

• Identify, track and influence key PMS/KPI and financial performance metrics to deliver required performance in your building

• Monitor and identify areas for improvement as a matter of course

• Identify and act on safety trends and reports to create interventions to protect the business, our people and drive continuous safety improvement

• Ensure mandatory processes are in place, and are compliant including but not limited to; line management auditing, QHSE objective setting and tracking, Dynamic RA, H&S scenario training and RIDDOR investigations

• Management of subcontractors

• Ability to measure, work to plans (method statements), read technical diagrams and communicate, present and report technical information as appropriate to trade/skill.

• Ensure your team has the skills and motivation to carry out their roles to the best of their abilities

• Be visible and accessible to the team and customer

• Train, develop, induct and mentor direct reports, building a culture of continual development

• Build a robust succession plan, using development programs and activities to ensure ready and able candidates are available at all times

• Represent CBRE in a professional and credible manner to customers and the public

• Fair treatment of suppliers at all times, professional supplier management and arbitration of disputes

• Work closely with the procurement team to ensure maximum use of preferred suppliers

• Be available and on call outside normal working hours, to manage incidents and escalations across the estate

Person Specification:

• Previous facilities management experience, this includes line management responsibility and contractor management

• Excellent customer service, interpersonal and communication skills

High degree and knowledge reference of Health and Safety legislation, environmental protection requirements and ideally IOSH or NEBOSH qualified

• The ability to understand complex problems and make recommendations whilst remaining calm under pressure

• Able to demonstrate an empowering and inspiring leadership style

• Strong commercial acumen is essential, and experience of managing a P&L is preferable

• Analytical skills, competent in performance management – analysis and reporting techniques

• BIFM qualification desirable

Our mission: To build a world-class business through exceptional service and exceptional people

RESPECT

We act with consideration for others’ ideas and share information openly to inspire trust and encourage collaboration.

INTEGRITY

No one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for.

SERVICE

We approach our clients’ challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities.

EXCELLENCE

We focus relentlessly on creating winning outcomes for our clients, employees and shareholders.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)