In this role you will lead the facilities management team within the Workplace Operations Regional Team in Cardiff. You will have day to day accountability and responsibility for all FM related requirements within the Cardiff region. You will ensure delivery of an excellent facilities management service for our customers for both Hard and Soft FM, providing a first class building and excellent service, so that our customers can perform at their best. You will act as deputy to the Head of Estates (HoE) as required, and provide assurances on their behalf including; Leading in delivering proactive supplier relationship management to deliver services in line with agreed contract performance levels and customer requirements Supporting the development/evolution of our customer focused services Take the lead to integrate contractor delivery in the Regional Centre whilst ensuring robust management of performance on legacy contracts across the estate Review and report on supplier performance to the Head of Workplace Operations and Area FM Team, acting to drive continuous improvement Provide leadership and direction to your team, whilst ensuring a collaborative and joined up approach with the rest of the onsite Workplace Operations Team and the wider Estates business operation Ensure provision of high quality and consistent communications with customers and key stakeholders Oversee day to day performance to ensure the successful delivery of services to a changing portfolio of properties across the region Key Responsibilities Provide a visible presence for our customers ensuring the best quality of service and excellent customer communications Collaborate with others to integrate customer services at the local level including: -With Operational Contract Management & Support Services (access control, mail, FF&E, utilities) -With Projects, Planning & Delivery (PPD) (projects including Workplace Improvement Programme and office closures) -With CDIO (IT service delivery) -With Professional Services & Digital Estate (testing and commissioning of new facilities) -Service Delivery & User Experience (SDUX) -Property & Assets -Locations Programme -Regional Delivery team Manage customer feedback and complaints Provide a proactive local interface with hard and soft FM suppliers and landlords integrating service provision to customers Assure hard and soft FM supplier and landlord performance in terms of reactive works and planned maintenance/statutory compliance, linked to KPIs Plan, approve and deliver Minor New Works within budget Ensure seamless close out of day-today issues and provide emergency call-out to coordinate problem resolution Support the mobilisation of new service providers and de-mobilisation of existing suppliers Collate and interrogate management information to enable the effective management of the estate and suppliers Identify risks and manage mitigating actions, providing appropriate and timely escalations to resolve issues effectively, minimising business and operational risk to our customers Working Pattern: To achieve our Customer Service ambitions the successful candidate for this vacancy will be expected to work full-time, in a flexible way. This would see staff routinely working Mon-Fri but allow flexibility for early mornings from 07:00, evening work up to 19:00 and occasional weekend work in line with business need. In addition to this, you will need to be available for out of hours On Call on a rota basis as needed in order to respond to any incidents. Essential Criteria: Previous experience within a senior facilities management / contract management function Clear demonstration of FM Skills in both meeting customer needs and managing supplier relationships Experience in Contract/Supplier Management Demonstration of strong customer relationship management and customer service ethos Understanding key performance related schedules within contracts including assurance of KPIs/SLAs Strong knowledge of statutory compliance linked to SFG20 schedules.