Role overview
Location:Osterley, Greater London with National travel
Salary: Competitive
Working Hours: 0800 to 1700 Monday to Friday
Benefits: Car Allowance, Private Healthcare, 25 days holidays + Bank holidays, Health Cash Plan, Discount Shopping, Gym, Days Out, Learning & Development opportunities, Paid Volunteering Days, plus many more.
About EMCOR UK:
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.
Role overview: The National Workspace Support Manager holds end‑to‑end ownership of all workspace support services across the account. As the senior operational lead, the role ensures seamless, compliant, and high‑quality delivery of all workspace service streams—aligned with contractual requirements, SLAs, KPIs, and EMCOR UK standards. Acting as the senior customer interface, the role builds trusted relationships, drives operational excellence, leads multi‑discipline teams, and contributes to the development and execution of the wider account strategy.
About the role
What you'll do:
1. Take ownership and leadership of the workspace support services across the Sky Spaces account, ensuring each service stream is delivered in accordance with the contract requirement and is compliant with SLAs and KPIs.
2. Develop, nurture and maintain collaborative relationships with customer stakeholders at all levels and particularly within the Sky Spaces team; promote this approach across the workspace support team, acting as the senior point of contact and interface with the customer team and wider stakeholders, managing and responding to any escalations in a timely fashion.
3. Implement a culture of relationship management, team working, task ownership and accountability across the workspace support team, working with the wider EUK account team and supply chain partners.
4. As part of the account senior leadership team, actively participate in the development of the account strategy, aligned with the customer core business drivers.
5. Direct the workspace support operation and team members to deliver joint strategic objectives; effectively communicate strategies, deliverables and outputs, compile data and reports for monthly, quarterly and annual reporting to demonstrate workspace support contributions that meet objectives.
6. Evaluate performance data and operational status information for performance reporting and collate data for monthly, quarterly and annual business updates to the customer, ensuring a documented action plan is implemented for any out of line situations.
7. Lead the cleaning service function across the account, supporting the National Cleaning and Housekeeping Manager to manage and deliver in accordance with contractual requirements and in line with BICS standards, EMCOR UK processes and procedures.
8. Lead the workspace support functions (facilities management, mailroom and reprographic services, front-of-house and reception) to ensure compliant, consistent service delivery aligned to contractual requirements, processes and procedures.
9. Ensure the workspace support team provide regular and timely updates to the customer daily and manage issues through to resolution.
10. Support the rollout and implementation of service stream toolkits to ensure compliance with EUK processes and procedures and ensure this is maintained across the workspace support team.
11. Lead the workspace support team to ensure they are prepared for, attend and support the internal and external auditing process; attend and support as necessary, particularly for external and customer audits.
12. Monitor planned property portfolio changes to ensure robust change management processes are in place to support the customer throughout the process, manage and implement any required adjustments in accordance with EUK processes.
13. Alongside the Compliance and BCP Manager, ensure the team are trained and prepared to support the customer in business continuity situations; actively participate along with the wider workspace support and account team in BCP planning, training and exercises.
14. Deputise for Account Manager in their absence along with other SLT members, for all workspace support activities.
15. Attend customer meetings as required and provide updates on workspace support activities.
16. Seek out new initiatives, industry developments, technology and innovation and develop proposals to future proof and develop service delivery, systems and processes to deliver operational improvements and efficiencies.
17. Ensure compliance with all relevant end to end customer and EMCOR UK processes and procedures across the workspace support service streams.
18. Ensure workspace support processes are continuously reviewed to maintain operational excellence.
19. Lead by example and behave consistently, in line with EMCOR UK’s values.
20. Foster and encourage a working environment that promotes a learning culture, consistent objectives and values, training, development and monitoring of performance.
21. Conduct performance appraisals for team members and develop objectives aligned with account objectives, goals and targets and training plans; address shortfalls in performance in accordance with EMCOR UK HR procedures.
22. Conduct succession planning for teams and individuals to encourage progression and internal promotion.
23. Provide coaching and mentoring for team members as required.
24. Successfully complete any training required within target timescales.
25. Complete any other reasonable requests as instructed by the management and leadership teams.
Professional Requirements
26. Knowledge and experience of facilities management in practice and in complex environments
27. An FM generalist background, with specific experience of delivering high quality services to major corporate clients
28. Extensive experience in general management and/or senior functional leadership position delivering services in an FM capacity
29. An effective and progressive leader with experience of directing and developing multi-disciplined teams in demanding corporate environments
30. An experienced leader of change with the ability to lead and direct others towards acceptance of new business ideas, methods and working practices. A clear understanding of transformational leadership and an ability to change structures, service plans, culture and behaviours
31. A demonstrable record of developing ‘centre of excellence’ services across diverse customer accounts
32. Experience in identifying, developing and supporting operational solutions
33. Knowledge and experience in the transition of complex TFM contracts
34. Demonstrable operational leadership and ability to interface at senior levels, both internally and externally
35. A sound understanding of current legislation, environmental and quality related issues
36. Experienced with TFM performance management systems and metrics
37. Competent in the use of IT applications i.e. Word, Excel and Power Point
Who you'll be:
38. Demonstrate a natural leadership style with obvious gravitas and charisma to stand out amongst others and the ability to bring out the best in people
39. Demonstrate empathy with customers, an ability to quickly grasp their needs
40. Possess energy and infectious enthusiasm to motivate and deliver
41. Demonstrate the ability to work in fast paced environments and to tight timescales under pressure
42. Ability to communicate effectively, verbally and on paper, present an argument and arrive at evidence-based decision making
43. Determination and resilience to achieve objectives and targets when faced with challenges. An ability to identify and drive through solutions, even under considerable or sustained pressure
44. Demonstrate a leadership style that includes mentoring and coaching, to encourage the best performance from team members
At EMCOR UK, we embrace and celebrate diversity in all its forms.
We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.
We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.
Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.
Join us in building a better world at work.
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EMCOR UK benefits
45. Industry leading maternity & paternity policies
46. Refer a friend scheme – worth £500 per referral
47. GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
48. Extensive learning & development opportunities, including opportunities for progression
49. Discount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown cover
50. Bike To Work Scheme
51. Health cash plan - Benefits covered include optical, physiotherapy and a health & wellbeing
52. Dental scheme
53. Access to health assessments
54. Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries