Assistant Facilities Manager (Residential)

About Us

Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions. We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact. Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.

Location: London

The Role

The Assistant Facilities Manager plays a key operational and customer-facing role on a Private Rented Sector (PRS) residential estate. Acting as the first point of contact for residents/leaseholders and suppliers, the role ensures all communications received by GSE are filtered, prioritised, logged, and actioned efficiently. The post holder supports the Facilities Manager in the day-to-day management of the estate, including contractor coordination, purchase order administration, health & safety compliance, site inspections, and resident communications—ensuring a safe, well-managed, and customer-focused environment.

Key Responsibilities

• Resident, Leaseholder & Customer Interface (First Point of Contact)
  • Act as the primary contact for residents, leaseholders, and visitors via email, telephone, site office, and walk-ins.
  • Monitor and manage shared inboxes and communication platforms used by GSE.
  • Filter, prioritise, and allocate queries to the appropriate team member or contractor.
  • Respond to routine enquiries and escalate complex, sensitive, or high-risk issues.
  • Issue resident communications ahead of planned works, PPMs, or service disruptions.
  • Maintain consistently high standards of customer service.
• Contractor & Supplier Management (Supply Chain Support)
  • Appoint and instruct approved contractors in line with agreed procedures.
  • Ensure contractors are inducted, issued permits to work, and comply with safe systems of work.
  • Coordinate access, keys, RAMS, and attendance.
  • Monitor contractor performance, follow up on outstanding actions, and ensure timely completion.
  • Manage supplier relationships on site and support regular supplier meetings.
  • Complete supplier KPIs and performance reviews at agreed intervals.
• Purchase Orders & Financial Administration
  • Raise and manage Purchase Orders (POs) in line with delegated authority.
  • Obtain quotations where required and ensure value for money.
  • Match invoices to POs and completed works.
  • Support budgetary control and service-charge reporting.
• Health, Safety & Compliance
  • Carry out daily site inspections to identify hazards and unsafe practices.
  • Ensure a safe working environment for residents, staff, and contractors.
  • Deliver Health & Safety inductions for new starters and contractors.
  • Ensure PPE requirements are followed where necessary.
  • Log incidents, accidents, and near misses via EcoOnline.
  • Support audits in line with The Macro Way (HSE, Quality, Technical Standards).
  • Maintain accessibility across the estate and support the implementation of an Accessibility Management Plan.
• Estate Operations & Inspections
  • Support reactive maintenance management in collaboration with FM24.
  • Accurately report asset failures and monitor resolution.
  • Ensure entrances and communal areas are kept clear in line with zero-tolerance policies.
  • Manage parking arrangements and controls.
  • Provide meter readings to residents upon request.
  • Manage the site key system for residents, contractors, and commercial units.
• Systems, Reporting & Administration
  • Maintain accurate records to support audit-ready estate management.
  • Update systems, trackers, SLAs, KPIs, and performance measures.
  • Support Macro internal audits and reporting.
  • Manage contractor training records, competency certificates, and training matrices.
  • Minute meetings when required.
  • Ensure escalation procedures, incident reporting, and Business Continuity Plans (BCPs) are implemented and understood.
• Out-of-Hours & Emergency Support
  • Provide support for emergency callouts and site attendance where required.
  • Assist with incident escalation and communication during emergency situations.

About You

Essential

• Experience in residential estate management, PRS, BTR, or facilities management.
• Strong customer service and stakeholder-management skills.
• Experience working with contractors and suppliers.
• Ability to manage high volumes of communication and competing priorities.
• Strong written and verbal communication skills.
• Good IT literacy, including MS Office (especially Excel).

Desirable

• Property or Facilities Management experience.
• Health & Safety knowledge and/or qualification (IOSH / NEBOSH or similar).
• Experience with CAFM/helpdesk systems and incident-reporting platforms.
• Knowledge of SLAs, KPIs, and service-charge environments.

Personal Attributes

• Customer-focused and professional.
• Organised, proactive, and detail orientated.
• Calm under pressure with good judgement.
• Able to work independently and as part of a wider estate team.
• Flexible and adaptable to business needs.

What Success Looks Like

• Residents feel supported, informed, and listened to.
• Communications are well managed and efficiently actioned.
• Contractors perform safely, on time, and to the required standard.
• Records are accurate, compliant, and audit ready.
• The Facilities Manager is effectively supported in running the estate.

Diversity Statement

We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally. Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity. Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.