You will be responsible, under the direction of the PSG Facilities and Maintenance Manager, for management of the facilities team which is responsible for the general day to day management, and upkeep of the Council's premises, ensuring that they meet legal requirements and health and safety standards. As the Facilities Team Leader you will be expected to operate across different business functions, working on both a strategic and operational level to the Council. The Facilities Team Leader will be responsible for the leadership, coordination and performance of Soft Facilities Management services across the Council's FM managed premises. The role will ensure facilities support effective service delivery, staff well being and positive customer experience, while maintaining safe, clean, secure and well presented environments. PSG comprises facilities management, architectural design, quantity surveying, building, electrical and mechanical surveying, land surveying and reactive repair and planned maintenance service to support the Council's Property & Development function. Who will your manager be and what will you be responsible for? You will be: reporting to Facilities and Maintenance Manager who is in turn responsible for your health and safety, training and development. responsible and accountable for the Facilities Maintenance members of staff, acting in a supervisory/managerial capacity, monitoring performance, supporting development and undertaking annual appraisals. Responsible for maintaining appropriate staffing arrangements to support service continuity and operational resilience. expected to lead and/or contribute to a range of projects and build relations with both internal and external partners in order achieve specified outcomes but will not have direct authority over those involved. Responsible for preparing responses in line with Shropshire Council's corporate processes and national/regulatory/statutory processes (e.g. complaints, MP enquiries, Information Governance requests, customer enquiries, media enquiries, HR staff investigations etc). These responses should be in line with the quality and timescale expectations set out within Shropshire Council's published procedures and/or case allocation emails and discussions. Responsible for completing within expected timescales all mandatory corporate and role specific training. Training requirements will be detailed in your corporate induction and Personal Development Plan (PDP). Courses are accessed via the council Learning Management System via the Intranet. What will you be doing? Accountable for ensuring the consistent delivery of high? Quality Soft FM services across multiple FM? managed premises by maintaining agreed service standards, meeting customer and operational expectations, monitoring performance, identifying risks and driving continuous improvement. Responsible for ownership of the customer experience within FM managed premises, ensuring facilities support service delivery and public access. Accountable for building and maintaining effective working relationships with internal services, partners, contractors and building users. Responsible for escalation and resolution of service related issues and complaints relating to Soft FM services. Expected to lead and/or contribute to operational projects and service improvement initiatives. Contract & Resource Management: Responsible for overseeing the day-to-day performance of Soft FM contracts, ensuring value for money and service quality. Accountable for contributing to procurement, contract review and service development activity relating to Soft FM services. Responsible for managing the Facilities Team budget in line with agreed financial controls and service priorities. Soft FM Operations & Service Delivery Deliver the day-to-day operation of Soft FM services within FM managed premises, including cleaning, caretaking, security, reception support (where applicable), waste and hygiene services. Ensure FM managed premises are clean, safe, secure, fit for purpose and presented to a consistently high standard. Implement and monitor cleaning, caretaking and grounds maintenance schedules, ensuring routine programmes of work are completed and recorded. Oversee the upkeep of external areas, including boundaries, footpaths, car parks and grounds within FM managed premises. Security, Access & Community Use Operate security arrangements across FM managed premises, including alarms, access control systems, key holding and out of hours security procedures. Ensure staff are trained in security procedures and that site security reviews are undertaken with actions followed through. Manage the issuing, control and monitoring of keys, security cards and access permissions. Manage room bookings and community use of FM managed premises, ensuring facilities are prepared, staffed and secure. Coordinate out of hours use arrangements, including heating, lighting, access and security requirements. Customer Experience & Standards Act as the operational lead for customer experience within FM managed premises. Act as escalation point for Soft FM service complaints, ensuring timely resolution and identification of service improvement actions. Contract & Performance Management Undertake inspections, audits and service reviews, addressing under performance through agreed improvement actions. Prepare performance reports, management information and service updates for the Facilities and Maintenance Manager. Support procurement and contract review processes by contributing to specifications, evaluations and service reviews. Team Leadership & Workforce Standards Ensure Area Facilities Officers and their direct reports discharge their duties effectively, including inspections, record? Keeping and service delivery. Set and maintain standards of behaviour, professionalism and presentation for FM staff and contractors working in public facing environments. Provide supervision, support, performance feedback and training to Facilities staff. Coordinate staffing cover to meet service demands, including absence and peak period cover. Operational Coordination & Resilience Liaise with other Property Services Group Team Leaders, client officers, contractors and stakeholders to ensure coordinated service delivery. Work closely with the compliance team to ensure all managed premises meet statutory and mandatory maintenance requirements. Respond to service disruptions, adverse weather events or unplanned building issues affecting FM managed premises. Support effective day-to-day use of spaces, including room setups, minor layout changes and non capital adaptations. Support implementation of the Property and Development FM strategy that focuses on improving the workplace to boost productivity, performance and well being of staff, advisers, maintenance contractors, suppliers of goods and services and members of the public who use the Council's premises and services. The above duties are an illustrative outline and are not an exhaustive list. You will be expected to become involved in a range of work to enable the service to respond effectively to the changing requirements of the Council and changes affecting the workforce. What we expect of you You will: adopt a customer focused approach when delivering your service, ensuring engagement with service users and maintenance of an appropriate personal profile, act as an advocate for your service and work collaboratively with colleagues across the whole Council to meet the needs of the people of Shropshire, meet individual, service and personal development targets agreed through the Personal Development Review Process, learn from experience and are committed to continuous improvement individually and as an employee of the Council, work with colleagues to meet your team's key performance indicators, support a culture of team working and ensure the team functions successfully in support of the Council's corporate and service objectives. meet the behaviours and competencies adopted by the Council in the way in which they achieve their objectives and carry out their work. A priority for the Council is the protection of vulnerable people, ensuring they are able to live as independently as possible. The post-holder will promote and engage with Council's responsibility to safeguard the welfare of children, young people and adults, and protect their right to be safe from harm. Expected to undertake all relevant training requirements specifically to the role including formal Hearing / Investigating Officer training relating to Disciplinary / Grievance policies and procedures.