Retail Facilities Manager - East England/Essex

Purpose of the Role

To support Management Surveyors in the delivery of high quality property management service for the benefit of Savills clients and occupiers.

The Retail Park Regional Facilities Manager is to take a lead role in building effective relationships with all key stakeholders and ensuring the parks are maintained to a high standard to provide a safe and pleasant environment for customers.

Risk management and contractor service is a key activity ensuring full compliance with statutory compliance requirements through regular inspections and audits.

A recognised H&S qualification by examination is required, and it is expected that employees will be able to demonstrate experience and / or working towards a professional qualification such as MIWFM or Assoc RICS.

Key Responsibilities

• Ensure that the Operation Reporting System (“Compass”) and Datastation Health & Safety systems are up to date and complete at all times.
• Ensure compliance with all legal and statutory requirements, including Health and Safety. NEBOSH or IOSH qualifications or commitment to the same is essential.
• Prepare each retail park for risk assessment maintaining a target compliance rating of 95%.
• Ensuring that a full set of risk assessments is held for each retail park on Datastation and action plans are implemented, diligently and competently at all times.

In the event that the Surveyor is preventing a risk assessment from being implemented, this needs to be reported to the Management Surveyor.

• Ensure that monthly checklists are completed and uploaded on to Datastation, within the appropriate time scales.
• Record utility consumption, at all sites and update Optima/Compass accordingly.
• Regularly liaise with all occupiers to build strong relationships, obtain trading updates, resolve service issues and seek to find ways to help the retailer improve performance.
• A minimum of fortnightly visits to retailers is required for all Tier 1 Parks whilst Tier 2 Parks will have a minimum of monthly visits.
• In respect of Tier 1 Parks, full engagement with all store managers is essential and as part of your role an understanding of the retailer requirements needs to be understood so that proactive initiatives to assist their business can be introduced.
• Detailed trade information is required on all Tier 1 Parks which is to be collated as part of your retail visits and this is to be issued monthly to Savills Research and the Management Surveyor so they can keep the Client updated.

Tier 2 Parks, trade information is to be collected through monthly retail visits and submitted to Savills Research and the Management Surveyor on a quarterly basis to be incorporated into the quarterly Client reports.

• Co-ordinate and facilitate regular occupier meetings and provide the occupiers and the surveyor with minutes.
• Ensure retailers and customers are kept up to date with refurbishment or major work programmes.
• Monitor tenant activity including their trade performance, alterations and changes to their occupational status including vacation of tenants, tenant alterations, signage changes and advise the Management Surveyor.
• Ensure that high site standards, in respect of cleaning, repair and presentation are achieved and maintained at all times, within property budgets.
• In the event of emergency situations, to act as first point of contact for Savills Helpdesk, attend property as soon as is possible and report back to relevant personnel whilst co-coordinating third party stakeholders to reach a speedy resolution.
• Working with the OST team, evaluate existing contractual relationships and ensure that the service provided by contractors, is in line with the agreed specification and in line with SLAs and KPIs.

Ensure that any shortcomings in service delivery are dealt with swiftly.

• Ensure car park management strategies are implemented to maximize available parking for customers and this is monitored to address any changes in the retailers trading patterns.
• Oversee the planned and preventative maintenance programme, developing an appropriate strategy for the park to raise standards.
• Set and implement an appropriate environmental strategy for each park including waste and energy management.
• Prepare and implement contingency plans, to ensure adequate and suitable site attendance, including cover for holidays, training and sickness.
• Ensure a customer focused ethos is embedded into the operations of the park and of the site staff.
• Develop a close working relationship with occupier representatives and manage satisfaction and confidence, in Savills service delivery.

Ensure that all tenants have relevant contact details for the Regional Facilities Manager and Management Surveyor.

• Advise the Management Surveyor of any changes in tenants occupational status i. e. vacation of space, new occupiers moving in, potential name changes etc.
• Assist in the preparation of the annual service charge budget by completing a 1st draft with explanatory notes detailing your recommendations and financial requests to ensure the surveyor is aware of all operational needs for each managed property.
• Monitor SC expenditure and ensure that invoices are approved in a timely manner via Proactis.
• Production and co-ordination of information, in line with Savills and client requirements.
• Ensure that the Management Surveyor is kept fully informed, as to site issues at all times and to assist with the certifying of expenditure invoices if required.
• To carry out annual appraisals for all SMR site staff that are based on your sites within the time scales given and ensure that 6 monthly reviews are completed.
• 30. Take on new retail parks as requested and efficiently handover sold/lost parks to incoming agents.
• The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

• Self-motivated individual with excellent interpersonal skills.
• Excellent organizational and time management skills with a degree of flexibility.
• Ability to handle a large number of projects with a broad range of customers, suppliers, and property owners.
• Experience and knowledge of achieving high standards in property management on multi let sites.
• Knowledge and understanding in preparation of service charge budgets; ensuring agreed times and costs are adhered to.
• NEBOSH or IOSH Managing Safely qualifications.
• Strong overall experience in a similar environment.
• Working Hours - Mon – Fri 09:00 – 17:30 (37.5 hours)
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