This role will lead facilities management within a large residential rental development with communal facilities that include a co-working lounge, gym, gardens, movie room, and car park.
The Facilities Manager is responsible for the effective delivery of the building's compliance obligations (particularly in relation to fire and Health & Safety legislation), planned preventative maintenance, security, sub-contractor management, and liaison with residents for general maintenance requests, mid-term inspections, and the entire end-of-tenancy process - all while delivering outstanding customer service.
The Facilities Manager will also oversee the defect period of any new buildings or refurbishments in coordination with the Developer, ensuring defects are raised, recorded, and resolved in a timely and efficient manner with minimal impact on residents.
This is a customer-facing, onsite role, responsible for leading the facilities team to deliver the brand's vision and values in an innovative, operationally efficient manner, providing a high-quality and high-value residential environment for a diverse community of residents, occupiers, and visitors.
Key Responsibilities
Facilities Management
* Work with the General Manager to ensure compliance with current Fire and Health & Safety regulations.
* Lead the defect process with the Developer, lasting for two years post-Practical Completion of each phase.
* Manage scheduled flat inspections and associated follow-ups in a timely manner.
* Implement and manage efficient property turnaround systems at the end of tenancy.
* Lead planned preventative maintenance programs using the facilities management software platform (e.g., QUOODA).
* Oversee hard & soft service sub-contractors with support from the facilities team.
* Monitor the reactive maintenance budget with the General Manager and identify cost-saving opportunities.
* Balance decision-making impacts across residents, staff, budget, and organizational priorities.
* Evaluate building performance against ESG targets and report to the General Manager and ESG leads.
* Create and review internal Risk Assessments annually and liaise with external H&S providers for reports and actions.
* Provide out-of-hours support when required.
Customer Service
* Represent the brand by delivering exceptional service to residents, prospective tenants, contractors, and visitors.
* Communicate effectively and courteously across all channels with residents and colleagues.
* Strive to exceed service expectations and contribute to strong Net Promoter Scores and reviews (Google, Trustpilot, Home Views, etc.).
* Act as the escalation point for facilities-related complaints, ensuring fast and effective resolution.
Team Management and Development
* Support new team members with training, guidance, and mentorship.
* Participate in the recruitment process, including liaising with recruiters, interviewing, and supporting HR.
* Manage staff performance, including conflict resolution and disciplinary action in collaboration with the General Manager and HR.
* Foster a positive team culture aligned with company values and act as a role model to promote engagement and enthusiasm.
Key Values & Behaviours
Value Behaviours
Passion for the CustomerConstantly seeking new ways to create loyal, satisfied residents.
RespectTreat all individuals with respect, regardless of role or opinion.
InnovationChallenge the status quo to drive improvements.
CollaborationSupport team efforts, even with differing perspectives.
CommunicationShare information openly and proactively.
Qualifications, Experience, and Requirements
Essential
* Demonstrates integrity, honesty, and intelligence in professional conduct.
* Experience in residential property/building management or related sectors (hotels, student housing, etc.).
* Strong compliance delivery track record.
* Recognised property qualifications (e.g., NFOPP, RICS, ARLA, ARMA, IRPM, IOSH, NEBOSH, CIBSE, CIOB, IHEEH).
* Experience assisting with profit and loss management.
* Excellent customer service and attention to detail.
* Experience in coaching and mentoring team members.
* Strong verbal and written communication skills.
* Proficiency in Microsoft Office and general IT tools.
* Team-oriented with a self-motivated, can-do attitude.
* Able to work independently, including weekends/public holidays as needed.
* Available to support urgent building issues out of hours.
Desirable
* Experience within the private residential sector.
* Strong technical knowledge of BTR (Build to Rent) operations.
* Familiarity with the Building Safety Act 2022 and its implications for high-risk buildings.