Facilities Manager

Job Title

Facilities Manager

Job Description Summary

Job Description

Position Title: Facilities Manager

Department: Integrated Facilities Management

Location: Office Based (Canary Wharf, London)

Reports To: Regional IFM Lead

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firm’s 52,000 employees in more than 60 countries provide deep local and global insights that create significant value for occupiers and investors around the world.

We have a fantastic opportunity for a dedicated Facilities Manager to work within our market leading Global Occupier Services function, based in Canary Wharf, London.

The Facilities Manager’s core focus is to lead others and to act as an advisor.  To fulfil line management responsibilities, whilst being able to identify, act upon and support new business opportunities and remain commercially aware. This is site-based role with a requirement to be on site for 80% of your working time.

Role Purpose:

To deliver the agreed service, strategy and business plan to achieve high standards of facilities management, emulating the company core values to ensure the client receives consistently high service delivery. Co-ordinate the operational day to day aspects of direct reports, to include the management of contractors, all aspects of site Health and Safety, reporting and compliance with risk management practices, together with client interfaces.

The Facilities Manager acts as the first point of contact for direct reports and vendors in respect of advice and support.  Leading and inspiring their teams to achieve the Cushman and Wakefield’s Vision and Mission through positive mindset and behaviours. 

FINANCIAL FOCUS

Contributing to Financial Success: Delivering on financial goals.

Achieving the Business Plan: Applies relevant systems, procedures, and business knowledge to maximize resources and deliver on job objectives.

Understanding the Market: Pursues opportunities to learn more about the Cushman & Wakefield commercial environment.

Understanding the Bottom Line: Identifies solutions that reduce expenses.

ENTREPRENEURIAL SPIRIT

Building the brand: Seeks opportunities to promote the Cushman & Wakefield brand through everyday interactions that contribute to brand image.

Delivering innovation: looks for and suggests new ways to differentiate Cushman & Wakefield services from the competition.

Demonstrating a spirit to win: Shows initiative in identifying, recommending and pursuing new opportunities

PROFESSIONAL ACUMEN

Establishing credibility: Stays current in own field and pursues opportunities to demonstrate expertise and share knowledge.

Being a trusted advisor: Addresses queries accurately and delivers service that client’s value.

Being decisive: Addresses issues quickly, makes informed decisions and takes responsibility for outcome relationships.

Creating collaboration opportunities: Communicates proactively with all relevant levels of the Organisation to obtain and share information.

Appreciating diversity: Recognises the needs and welcomes the unique contributions of all colleagues and clients.

Understanding the clients’ needs: Actively listens to determine clients’ most critical business needs.

Delivering client excellence: Uses knowledge of the client and their objectives to deliver excellent service through timely and effective solutions.

LEADERSHIP & MANAGEMENT

Demonstrating personal leadership: Prioritises own workload to accomplish duties effectively; obtains assistance from others as needed.

Enabling performance: Encourages and supports peers, colleagues and team through constructive feedback, workload management and transfer of knowledge.

Owning own development: Builds own skills by consistently pursuing growth opportunities; seeks a mentor and is willing to coach colleagues.

Supporting and implementing change: Embraces change and takes quick action to fulfil new plans or changes in direction; re-evaluates existing processes.

Being courageous: Shares timely and tactful opinions and provides constructive feedback to others

Core Responsibilities:

< >Business Generation – to be commercially aware, identify and act upon business opportunities.  Must be able to present and contribute to pitch and tender documents; be fully aware of all Cushman & Wakefield products and have the ability to cross-sell. 

< >Helpdesk Facility - interface with Cushman & Wakefield’s CAFM provider and Service Desk to ensure the correct operation of the designated system.  Respond promptly to all requests for authorisation of work orders.  Ensure that the information held on the CAFM system is accurate and updated. 

< >Compliance – responsible for all buildings in the regional portfolio to remain fully legally and statutory compliant with all inspections and repairs being completed within the specified timeframes. 

< >Complaints – to oversee the response to and resolution of complaints.  A solution-focused approach to problem-solving within prescribed timescales making sure all parties are communicated with, and issues are escalated where necessary.  Closing the loop on all actions whilst demonstrating a high level of client care to maintain and grow working relationships that foster trust. Accurately updating complaints on the internal system. 

< >Construction design and management (CDM) –– to identify works that should be managed in accordance with the requirements of the CDM regulations and ensure that a principal contractor is appointed to undertake all of the requirements under CDM, referring all technical proposals to the Technical Services team.  

< >Facilities Management Fees – ensure that all building FM/Technical Services/FOH/SHE/Staff wages/CAFM fees are correct as per the scope of services.  Fees reviewed on an annual basis and all increases correctly invoiced. All debts pursued, and monies recovered. 

< >Contracts and contractor management – make sure that all contractor activities are being managed in accordance with Cushman & Wakefield contractor management processes. Conduct spot audit checks on contractors’ documentation, procedures and quality of work. Monitor contractor activities in line with Service Level Agreements and Key Performance Indicators (KPIs). To include the measurement of positive behaviours whilst KPIs are being carried out.  Principal contractors to be positive ambassadors of Cushman & Wakefield and positively demonstrate the brand values when communicating with all stakeholders.  Co-ordinate the production of regional task and behavioural performance reports and carry out analysis of the results and take appropriate action to ensure continuous improvement. 

< >Health & Safety Risk Assessments and Routine Reporting – responsible for all aspects of Health and Safety compliance in line with Cushman & Wakefield risk management process for all regional properties. Monitor all Health and Safety audits ensuring that all audit actions are accurately completed within the timescales set by the Cushman & Wakefield Risk Management System and that no breaches of compliance occur. 

< >Human Resources – follow all Cushman & Wakefield HR procedures including absence, sickness, expense claims and performance reviews. Conduct monthly minuted one to one meetings with direct reports and complete performance management and reviews. Manage holiday and periods of absence. To work as a partnership with the HR team to ensure all individuals are respected, offered support, nurtured and developed in accordance with HR policies.  Seeking opportunities to improve working environments for the teams that protect both the physical and emotional welfare. 

< >Insurance Claims – in the event of an incident or accident manage the teams progress in complying with the QA process to capture and report to the relevant personnel in line with escalation procedures.  Using a blend of communication methods to ensure all parties are kept consistently up to date. 

< >Occupier liaison – maintain liaison with occupiers acting as a point of escalation for any site issues. Support Facilities Managers and Building Managers at occupier meetings as required, in the capacity of a senior Cushman & Wakefield representative. Consistently demonstrating the Cushman & Wakefield brand values to increase occupier experience levels. 

< >Property inspections - to monitor the team to make sure that regular property inspections are carried out and recorded and actions arising from inspections are being closed out. Carry out audits of site/s to ensure compliance with Cushman & Wakefield’s operational procedures and service standards.  

< >Quality and supervision – ensure activities undertaken by direct reports are executed in accordance with Cushman & Wakefield’s operational procedures.  Proactively coaching and training individuals to ensure the required standards are met.  

< >Reactive Works and Helpdesk – to ensure occupiers are made aware and utilise fully the Cushman & Wakefield preferred Service Desk facility.  Oversee service desk activity and ensure service level agreements are being achieved. Oversee that all service desk escalation calls are managed promptly. Ensure that all information held by the service desk is accurate for all sites. Actively looking for ways to improve systems and processes to enhance the value delivered to occupiers. 

< >Relationships – to develop and maintain positive and client-focused relationships with team members, surveyors, contractors, clients and occupiers. To develop a sustainable and productive network including as applicable Local Authorities, Service Partners and Statutory Bodies. 

Develop positive working relationships with contractors and service partners at a senior level. Demonstrating Cushman and Wakefield’s core brand values. Have the ability to assertively deal with difficult issues/situations at all levels and lead by example with regard to site management and Cushman & Wakefield processes and procedures.

< >Risk Management and Business Continuity – all sites to have a current major incident management plan, reviewed on an annual basis. 

< >Team Supervision – to manage the activities of direct reports, and ensure activities undertaken within Cushman & Wakefield’s operational procedures.  

< >Sustainability management and routine reporting – to update relevant information on sustainability platforms (for example BREEAM and GRESB) for applicable sites under their control. To ensure all routine reporting procedures/meter readings are completed promptly and in accordance with applicable standards. 

Core Knowledge & Experience:

• Proven track record across Facilities Management with a minimum of three years’ experience at management level.
• Ability to manage and motivate a small team, experience of leading a team including recruitment, performance management and appraisals.
• Knowledge of Output Specifications and commercial management of performance-based contracts.
• Operate in a collegiate environment working closely with property and finance teams – proactive team player.
• Monitor and manage cost control, budgeting and reporting.
• Experience in leading projects on time to deliver seamless client experience.
• Good understanding of occupier and relationship management, a track record of successfully turning challenging relationships into positive working relationships.
• Experience in networking and building harmonious relationships internally and externally
• Strong leadership skills to effectively manage and motivate colleagues, service partners and any direct reports to achieve high level customer delivery.
• Successful track record in coaching, mentoring and developing others.
• Able to motivate, guide and inspire service partners to meet the required task and behavioural goals.
• Report writing experienceIn-depth knowledge of current legislation relevant to the role
• Good operational knowledge and management of a CAFM and H&S Management sytem
• IT skills (MS Word, Excel, PowerPoint, Outlook, Internet)Good verbal and communication skills
  Solution-focused, ability to logically establish the root cause to problems.
• Self-motivated and passionate with a genuine desire to help others.The ability to balance customer and business priorities.
• Excellent verbal and nonverbal communication skills, able to intuitively adapt communication approach.
• High self-awareness, able to regulate emotions especially during demanding situations.
• Ability to think quickly and make decisions when problems arise.
• A proactive, visionary leader able to manage a team from the front, with direction, enthusiasm and professionalism.
• Be able to set and maintain high standards with an eye for detail.

​Qualifications (desirable or willing to work towards):

• IWFM Level 4 (Certificate course) IOSH Managing Safely Certificate
• NEBOSH National General Certificate
• Member of a professional body such as IWFMAssocRICS

We foster a culture of inclusion that embraces the unique strengths, perspectives, and experiences of all our employees. We firmly believe that our diversity enhances our team's capabilities, leading to improved decision-making, innovation, and business outcomes.

INCO: “Cushman & Wakefield”