Site Location: 5 Merchant Square, Paddington, W2 1AS, London
Office Hours - Monday to Friday 8.30am to 5pm
Length of Contract - August 1st - 30th September.
The FM will be required to liaise with the residential managing agent in relation to estate matters.
The key requirement of the role is attention to detail and great customer service. This role would suit someone with a detailed working knowledge of FM who is looking to impress. It definitely has the potential to go permanent as we are currently recruiting for the role. The individual would need to engage with the client regularly, who will ultimately make the decision on the successful candidate to be awarded the role.
Key Responsibilities and Deliverables
To manage all property FM operations to an exemplary level to include ensuring all 3rd party contracts/services are set at the required level and that a high level of quality is delivered with site presentation being always maintained
To adopt a customer centric approach to management by being the principal point of contact for advice and guidance relating to building operations, building meaningful business relationships, liaising closely with building occupiers to better understand their needs, providing a market leading standard of service delivery and facilitating lasting occupier relations
To take ownership for a best-in-class customer experience programme on site and fully resolve issues in a timely fashion - including property operational matters, all physical standards and procedures, tenant queries or complaints and any other event that may affect the normal operation of the property for the benefit of its customers
To adopt a proactive approach to identifying improvements in all areas of site operation to ensure that site presentation and services are maintained to the highest possible standards, and to espouse a culture on site so that all third-party service providers also adopt this approach.
To undertake service charge budget-setting and benchmarking in coordination with the PM and to ensure that the highest standards of management and maintenance for the properties are delivered with specific regard to expenditure and budgetary considerations
To manage all third-party service providers in maintaining the property to the highest of standards for all occupiers, visitors, and guests, and in such a manner to strike the right balance of being visible and available to attend to customers and guests needs whilst in the background providing a seamless range of site services almost unnoticed by the customers going about their day-to-day business.
Hold monthly formal meetings with all third-party service providers to assess operational performance against agreed KPIs, proactively identify any trends or issues and opportunities for service innovations and/or efficiencies
Undertake regular inspections of the property to monitor servicing, maintenance, and compliance standards
To develop and maintain the building security procedures especially the business continuity plan and undertake local desktop exercises to ensure operational resilience; to review and implement building lockdown procedures and communicate to occupiers
To coordinate and undertake a range of customer service and experience initiatives, including regular meetings and engagement forums, obtaining customer feedback and the delivery of customer experience operational initiatives to improve customer satisfaction levels
To manage all stakeholders expectations developing trust and mutual respect in all forms of communication and action, working to ensure clients business goals and initiatives are fulfilled and voids minimised
Manage the life cycle and planned maintenance of fabric and services of the property (PMP)
Establish and maintain high quality health and safety arrangements, ensuring all risks identified in the independent Risk Assessment are properly addressed
Establish and maintain a robust environmental management regime, ensuring monitoring and target objectives are adhered to and reported on and assisting in the implementation of any environmental initiatives/programmes (eg building optimisation, energy reduction initiatives, waste reduction programme)
Engage with the agreed socially responsible management initiatives in relation to the client s environmental and sustainability policie