The Role
Principle Duties and Responsibilities Below is a summary of the day-to-day functions of the role: • Lead and deploy the agreed customer experience strategy including identifying the best possible customer journey for each end user. At Native we focus on the detail from the scent to the temperature to the quality of consumables we are offering to tenants. • Working with the General Manager, develop and deliver an annual service charge budget aligned with RICS best practice. The role will be responsible for budget performance of soft services during the year. • Lead on maintenance activities to ensure preventative maintenance programs are being performed according to company standards. • Leads on hiring, training & development of the site team (third party supplier partners and direct). Ensuring that all team members have clear understanding of their roles and responsibilities. • Develop standards for the maintenance of the public realm and landscaping. • Undertakes routine checks of all landlords areas, identifying maintenance tasks for the team and scheduling contractor’s visits. • Periodically inspects work performed by supplier partners to ensure all work and materials meet quality standards. Monitor contractor performance, KPI manage contracts and report to the Head of FM as required. • Practices and promotes proper safety standards in accordance with the Company’s policies, procedures, and standards by immediately dealing any guest/tenant injuries or accidents, or other safety issues appropriately. • Conducts routine and periodic inspections to identify safety and risk management concerns, keep the building and estate in good repair, and communicate concerns about the physical needs appropriately. • Identifies areas for improvement and offers suggestions and recommendations to improve efficiency and experience. • Be front and centre whilst onboarding tenants
Person Specification
• Have demonstrable experience in facilities management, preferably at a similar high quality scheme. • Experience of onboarding a property through practical completion. • Have comprehensive understanding of all soft FM services and know how to provide a great experience to end users. • Be fully aware of health and safety regulations and demonstratable experience in ensuring full compliance with statutory and legal requirements. • Hold an IOSH certificate and L8 certificate as a minimum although NEBOSH certificate is also preferred. • Have exceptional communication skills and the ability to build rapport with customers and team members. • Be a motivational leader, who drives their team to success.
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