Service Coordinator / Customer Support in London

We are looking for an Hard Services FM Manager to join our clients team working on a flagship retail store in London. Providing leadership, management, and development of a defined contract, ensuring operational commitments are met and exceeded.

Key Responsibilities:

• Manage and control the attendance and work output of all directly employed staff (team of 40 engineers on a 7-7 shift pattern) and specialist sub-contractors.
• Take accountability and review Accounts performance indicators ensuring delivery of key financial KPI’s/targets (i.e. working capital, P&L, Costs).
• Lead, manage and support a no-compromise approach to Health & Safety.
• Manage the business to ensure all necessary systems and procedures are complied with to ensure that the quality of service delivery enables the Client to occupy their premises efficiently, cost effectively and without disruption.
• Assist in the identification of all new business opportunities within the contract and participate in the costing of the new proposals to ensure that margin expectations are achieved.
• Develop a relationship with the internal project department in order to deliver high value projects throughout the life of the contract.
• Planning and allocation of technical resources including the control and issue of materials and equipment.
• Support the client’s vision of creating ‘the destination for the most extraordinary customer experience’ by ensuring that all contractual KPI's and SLA's are achieved whilst maintaining good working relationships with the client, the concessions and the end customers.
• Collating completed PPM worksheets and reviewing for any additional works identified therein and planning implementation of the repair using the in-house team.
• Updating Asset Registers when equipment is replaced as part of Life Cycle or Small Works Programme within the store.
• Training and support of operatives and guidance in using correct methods and procedures including Health and Safety requirements and welfare of staff.
• Participate in the Health and Safety Policy of the company and report to the Account Manager regarding any dangers; undertake other tasks or requests to maintain and improve the service provision throughout the region.
• Maintaining ongoing service performance through service and performance reviews including the undertaking of performance reviews/appraisals.
• Develop a detailed knowledge of the building, work areas and work schedules and to allocate and organise staff duties to conform to the service specification.
• Carrying out regular reporting (at the request of the Facilities Manager) in relation to SLA compliance, problem areas etc., carry out regular site audits and provide regular onsite support.
• Ensure the appropriate response is given to the priority levels of service requests especially avoiding penalties imposed by failed KPIs.
• Minimise disruption to the clients' business and maintain the required availability of the key functional areas throughout their store.
• Undertake and report Service audits and H&S Check sheets, recording and reporting results.

Working Hours: Monday to Friday, 8am-5pm.

Additional Benefits:

• ~25 days annual leave plus Bank Holidays, plus option to purchase an additional 5 days leave every year.
• ~ Pension with matched contributions between 6-8%.
• ~ Life Assurance.
• ~ Private Medical Insurance Single Cover on completion of 12 months' service, with the opportunity to pay for additional cover for partner/dependants.
• ~ Flexible Benefits Scheme – including eye care voucher, store discounts for major retailers, salary sacrifice electric car vehicle lease scheme, personal IT equipment loans, impartial financial/savings guidance.
• ~ Access to wellbeing programmes.
• ~ Company Sick Pay.
• ~ Employee recognition programmes which reward exceptional achievements.
• ~ Employee Referral bonus with generous bonuses for ‘referring a friend’.
• ~ The opportunity to use one working day per year volunteering to help the local community.
• ~ Employee Assistance Programme - free, confidential 24/7 365 support on all lifestyle matters.

Required Qualifications:

• Demonstrable experience of budget management and control of small revenue works.
• Recent successful experience of controlling site teams in hard services.
• Proactive management and experience of internal service delivery teams.
• Proven track record in successful people management including performance management and familiarity with operational HR process and procedure.
• IOSH / NEBOSH.
• Detailed operational understanding of facilities maintenance and building services within a client-focused environment.
• Experience in the Mechanical and Electrical aspects of general building PPM schedules.
• Building Management Systems experience.
• Mechanical or Electrical Apprenticeship, 18th edition IEE, C&G 2391, BTEC & HNC or similar.
• IT literate FM Management Information Systems, MS Word, PowerPoint and Excel.
• Wide breadth of knowledge on mechanical electrical systems and building fabric repairs.
• Sound commercial and financial awareness.
• Proven ability to produce detailed reports for the customer and Account Manager.