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Colleague Services Manager
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Colleague Services Manager (Maternity Cover)
Job Overview
We are seeking aColleague Services Manager (Facilities Manager) to join our team on a fixed-term basis to cover maternity leave. This role is pivotal in delivering exceptional workplace services across Aviva offices in Eastleigh, Leatherhead, Worthing, and two Birmingham locations, while also supporting the wider South Region team.
The ideal candidate will have a keen eye for detail and a strong commitment to service excellence. You'll be responsible for maintaining high standards across all sites, ensuring safe working practices, and supporting onsite teams with event delivery. A solid understanding of flow cleaning and best practices is essential.
This is a hands-on role where you'll act as an ambassador for workplace services, consistently promoting a positive and professional environment for all colleagues.
Main Duties
- Managing the contracted facilities services to the client sites within their area of responsibility; ensure they are aligned to the Mitie business unit operational processes and procedures.
- To establish, maintain and develop effective professional working relationships with clients, Mitie staff and other key stakeholders.
- Ensure service delivery is in accordance with contractual requirements and SLA / KPI's.
- Support and manage subcontractor work, reviewing RAMS, Raising Permits & setting to work in accordance to Mitie/Aviva procedures.
- There may be occasions where you will be expected to attend sites out of normal working hours due to staff working patterns or manage out of hours works.
- Maintaining accurate contract administration and record-keeping during site visits is essential.
- Ensuring the site is well managed and all facilities management tasks are carried out to the highest level.
- Oversee the selection, training, and retention of staff in line with MITIE's HR policies while supporting their career development and succession planning.
- Managing day-to-day staff issues such as recruitment, discipline, and development.
- Planning of holiday, vacancies to ensure that service is not impacted.
- To attend and fully participate in training and appraisal activities as required.
- Always follow the MITIE Group policies and procedures in relation to health and safety ensuring apparent deficiencies in systems of work, equipment provided, or training are reported to your Line Manager.
- Arrange regular Team meetings and provide support and direction to successfully deliver vision.
- Complete Training Matrix for the Team within your portfolio.
- Assessing damage jobs for cost recovery.
- Liaise with all relevant parties on accident investigations and ensure any actions are fully completed.
- Daily monitoring of the CAFM system and WO performance data & analytics. Identifies any issues to SLA adherence early and mitigates with support from the account senior leadership team and wider Mitie.
- Ensure the team have the right tools and equipment to perform their duties.
- Audit the building to ensure that standards are exceptional and maintained.
- Ordering of all consumables.
- Support and encourage ideas for innovation (recycling, reducing, re-use and better ways of working).
- Ensure that any events within the building are well supported with housekeeping duties.
- Work with other supply partners in a collaborative approach.
- Manage and assess performance across the teams.
- Manage winter gritting programme with suppliers Ability to support and manage on-site event activity where required by the business.
- Maintain working relationships with all suppliers onsite (even if not managed by Mitie).
- Working with your peers across other sites to support but also learn new ways of working.
- Carry out any other reasonable duties requested by your Line Manager or the Client.
The successful candidate will have experience of FM delivery, including an awareness of CDM regulations and proven success in an operational environment, worked within process-led, regulated organisations and/or industries. Hold a suitable Health and Safety certificate (IOSH Managing Safely or similar) and Knowledge of Quality Management Systems is extremely desirable.
You will be able to demonstrate a proven track record managing multi-disciplined teams including recruitment, disciplinaries, grievances, appraisals, and performance management. Can show an ability to manage operational finance, i.e. management of WIP, debt and billing activities and highly computer literate and experienced in using Microsoft application.
You'll be responsible for compiling accurate management information/reporting as required and submit in a timely manner to appropriate stakeholders, and play a key role to support any site audits, including but not limited to, quality, health and safety, environmental and finance.
Must demonstrate very strong client and customer engagement skills
Must evidence experience of driving a "One Team" ethos, to benefit the customer experience as well as offer operational efficiencies.
Experience of delivering operational Facilities Management service excellence within a large high profile office environment (or similar)
Strong knowledge of FM operations, H&S and statutory compliance requirements
Proven stakeholder management capability with experience of positively managing relationships with client stakeholders
Experience of managing diverse teams, both culturally and from a skill set perspective
Excellent partnering and collaborative working, as well as the ability work on own initiative and to drive improvement and change as necessary
Excellent verbal and written communication skills
Confident, adaptable with a desire to problem solve
Experience of both hard and soft services
Experience of delivering KPIs and working within SLAs
Passion for continuous improvement, customer excellence and people engagement
