Assistant Facilities Manager - London, United Kingdom - CBRE

Description

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Assistant Facilities Manager

Job ID

Posted

12-Mar-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Administrative, Customer Service, Facilities Management

Location(s)

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

CBRE has been successful in expanding our relationship with a major global financial services organisation with operations across EMEA. This role focuses on working as part of the CBRE account team based in Paris, responsible for delivering the daily functions within Guest Relations and supporting Operations.

Acting as our liaison for our EMEA portfolio, the Assistant Facilities Manager will have oversight and anticipate customer needs working with workplace experience and guest relations team to make life easier and enhance our customers wellbeing. The assistant FM will deliver a people-focused, anticipatory service working with in region suppliers and supply partners for a cohesive and connected workplace experience for building occupants and visitors.

As a point of contact, or in at times escalation point, you will be at the forefront of delivering a positive workspace experience acting as a liaison between the occupants and the wider workplace team for all building and housekeeping services to keep our client workspaces running smoothly.

It is supporting colleagues to ensure all elements of the building and welfare of staff are always best in class and safe. We ensure an exceptional workplace experience journey for our colleagues and clients alike. It is about detail, best practice, knowing what good looks like and then raising the bar.

Key responsibilities are as follows:

Supporting the Operations Lead with:

Developing positive relationships with the client for all facilities management services issues

in region.

Responds to problems and concerns; implements policy, rules, and regulations.

Supports in the management of contractual relationships, and works with, the Client's

Representative to assure excellent service delivery to Client's location; reviews and monitors

performance in line with agreed KPI or SLA.

Supports account management team to monitor and modify the service deliverables in

accordance with the change of Client's business needs.

Reviews and forms part of roll out lead for any procedure playbooks that demonstrate

performance is being consistently delivered.

Works with HSE Lead to provide effective implementation of Health, Safety, Security &

Environmental policies, and procedures to minimise the risk exposure to the Client.

Reviews and manages contract documents to ensure consistency and adherence with client

master contract and CBRE's corporate standards (including insurance requirements and price

standards).

Acts as support and verifier of the annual Operations budget, including direct and indirect

contract service expenses, preventative maintenance costs, project costs, rental expenses,

energy management expenses and project/capital items.

Ensures superior delivery of all contract deliverables, including measurable value-add,

innovation, continuous improvement and 'dark green' customer satisfaction feedback.

Maintains close working relations with the Landlord and Engineering Manager regarding any

maintenance issues, ensuring a proactive approach is maintained.

Provision of services through third-party contractual relationships across EMEA portfolio.

Ensures all statutory compliance requirements are met using CBRE's HSE & Risk systems,

Assurance Tracking & Planning and processes reporting directly to WHS Lead

Builds tangible leadership and relationship management skills both across primary client

stakeholders and CBRE Account team.

Ensure compliance in accordance with the CBRE platform and the Client Global Standards.

Workplace Operations

Leads and advocates:

Delivery of all FM Operations SLA's in accordance with KPI & Output measurements

Periodic building walks/zoom visuals to ensure all floors are tidy and reset, proactively

managing any issues.

Reporting and recording any faults with furniture, fixtures & equipment to the Facilities

Helpdesk and follow up when necessary.

Assisting and co-ordinating with the Operations and Engineering teams to ensure all tasks are

completed within SLA and to a quality standard.

Providing administrative support as directed, including meeting coordination, office and

workplace experience equipment care and supply management.

Responding swiftly and positively to customer queries, including the provision of wayfinding.

Handling and administering general enquiries and respond to customer requests and

complaints regarding Workplace Experience services.

Maintaining relationships with vendors that provide services and goods to the office. Ensures

all vendors used have current proof of insurance and contractual documentation in place, per

requirements.

Planning and prioritise own work according to the needs of the site as determined by your Line

Manager.

Macquarie engagement - activity planning and delivery.

Ensuring all building communications are up to date and in line with company expectations

and have relevant, in date information always displayed.

Engaging with other service partners, such as housekeeping and security to ensure prompt

and effective request solutions and close out.

Promoting and maintaining the core values of CBRE.

Co-ordinating property incoming / outgoing porterage, planning and administrative support

as required.

Building relationships with clients and colleagues.

Ensuring there is a pleasant and positive working environment for Macquarie colleagues

through your availability and accessibility within the building.

Delivering site inductions to new client colleagues and building users.

Communicating effectively and appropriately - using verbal and written channels in both an

initiative-taking and professional manner

Utilising skills and knowledge to join/become a subject matter expert and/or champion to

support with continuous improvement and innovation.

Taking ownership of the various storerooms and ensure they are kept clear and tidy.

Safe & Secure

Supporting the Facilities Co-Ordinator with:

Managing the effective implementation of Health, Safety, Security & Environmental policies,

and procedures to minimise the risk exposure to the Client.

Ensuring all contractors, under sphere of control, operate within appropriate SHE processes

and client WHS standards.

Oversight of contractors to ensure compliance with SSOW. Liaise with engineering management

for critical works and high risk works to ensure correct PTW process is in place.

Conducting monthly self-assessment SLA checks in support of quarterly contract

performance requirements.

WHS inspections to complete and record in line with Service Insight scheduling.

Contractor sign in processes, ensuring security procedures are adhered too.

ensuring the site always remains compliant with current Health & Safety legislation.

fire warden duties as required including delivering safety briefings as required.

Metrics

Client experience feedback.

Manages accuracy, production, quality, and retention of program materials, which may include

administration of SharePoint sites or similar. Ensures client and company materials comply with client

and company brand guidelines.

Uses and maintains integrity of databases and other digital tools associated with service delivery,

including monitoring, and reporting on building occupancy and utilization, as required.

Person Specification:

Previous experience in a customer facing role is essential.

Excellent communication and customer service skills with elevated diligence.

Ability to seek out opportunities for continuous improvement and portray vision, values, and passion.

Exceptional written and verbal communication skills

Ability to successfully multitask and able to adjust tasks in accordance with changing deadlines and

priorities in a high-pressured environment.

Strong organisational, independent and initiative-taking, enthusiastic, dependable, flexible in

scheduling and prioritisation.

Understands and appreciates the importance of always using discretion.

Does not let issues go; follows up on issues through to resolution.

Excellent personal presentation

Complaint handling - able to resolve problems as they arise in an appropriate manner.

Qualifications & Experience

3+ years operational experience with emphasis on integrated real estate services

Demonstrated communication skills to deal with issues ranging from senior level to

administrative to maintenance/engineering

Strong communication, negotiation, and analytical skills

Excellent interpersonal skills

Excellent MS Office Suite skills

Demonstrable Health & Safety knowledge and/or experience

Proven record of providing excellent internal and external customer service

Ability to respond effectively to highly sensitive issues.

Proven record of providing excellent internal and external customer service

Ability to respond effectively to sensitive issues.

Proficient level of spoken English