About the job

Description

Job Overview:

In this role, you will deliver a 5-star experience to colleagues by managing soft and hard services for a high-profile customer, utilising the supply chain and Mitie's self-delivery team. You will conduct weekly walkarounds at Richemont HQ and Maison's, report any issues to the helpdesk and ensure contract-specific KPIs are consistently met with timely customer communications. Supporting Mitie's and the clients' core vision and values, you will identify performance improvement opportunities and ensure a seamless customer journey. Reporting daily challenges to the Account Director, you will develop strong client and customer relationships, maintain key communications with other managers, adhere to Health, Safety and Quality procedures, attend mandatory management training and ensure standardised procedures and consistent record-keeping across your site.

We are seeking a candidate with extensive experience in General Management, ideally at a senior level, who also possesses strong exposure to Facilities Management. The ideal individual will have achieved relevant professional qualifications such as IOSH, NEBOSH, or their equivalents. A solid understanding of maintenance or technical operations is essential, along with strong interpersonal skills to effectively liaise with clients, management, and both internal and external contractors. We are looking for someone who is driven, confident, and motivated to join a passionate and dynamic team, and who is also comfortable with being on call during weekends.

Main Responsibilities:

• To drive a One Team approach for all technical and non-technical activities

• Responsible for ensuring all site audits are completed and actions carried out in a timely manner.

• Oversee and direct all service lines activity for designated office(s)/boutiques in line with contractual deliverables.

• Manages and controls the delivery of multiple service lines, including engineering, cleaning, security, front of house etc.

• Take a pro-active role in engaging with Richemont Maison manager's to ensure they are satisfied with service delivery.

• Proactively manage Client relationships, monitoring and documenting of SOPS and driving increased customer engagement through the implementation of continuous improvement initiatives.

• Always follow the MITIE Group policies and procedures in relation to health and safety ensuring apparent deficiencies in systems of work, equipment provided, or training are reported to your Line Manager.

• To attend and fully participate in training and appraisal activities as required.

• Arrange regular Team meetings and provide support and direction to successfully deliver vision.

• Complete Training Matrix for the Team within your portfolio

• Standardise all policies and procedures in accordance with everyone on the account.

• Liaise with all relevant parties on accident investigations and ensure any actions are fully completed.

• Carry out any other reasonable duties requested by your Line Manager or the Client

• Complete monthly reporting slides and information for client report.

• Make recommendations to deliver an enhanced operation / additional services / efficiencies

• Daily monitoring of the CAFM system and WO performance data & analytics. Identifies any issues to SLA adherence early and mitigates with support from the account senior leadership team and wider Mitie.

• Applies an account management toolkit ( e. g.site risk register, inspection checklist, walkarounds, morning huddles etc) and general best practice to ensure that site risks and opportunities are identified and that the delivery personnel work as "One Team" aligned to a common goal and purpose

Person specification

• Must demonstrate very strong client and customer engagement skills

• Must evidence experience of driving a "One Team" ethos, to benefit the customer experience as well as offer operational efficiencies.

• P&L and/or site budget and cost management experience

• Strong internal Mitie network preferable

• Experience of delivering operational Facilities Management service excellence within a large high profile office environment (or similar)

• Strong knowledge of FM operations, H&S and statutory compliance requirements

• Proven stakeholder management capability with experience of positively managing relationships with client stakeholders

• Experience of managing diverse teams, both culturally and from a skill set perspective

• Excellent partnering and collaborative working, as well as the ability work on own initiative and to drive improvement and change as necessary

• Excellent verbal and written communication skills

• Confident, adaptable with a desire to problem solve

• Proven ability to multi-task and enjoy multiple challenges

• Strong influencing skills and personal resilience

• Experience of both hard and soft services

• Experience of delivering KPIs and working within SLAs

• Passion for continuous improvement, customer excellence and people engagement

• IOSH qualification preferred

#FMH

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Harnaik Sahdra at harnaik.sahdra@hays.com.

Since 1987, Mitie's 72,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

Apply now