Facilities Manager - Build to Rent

This role will lead facilities management within a large residential rental development with communal facilities that include a co-working lounge and a gym. 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 with excellent customer service.

The Facilities Manager will navigate the defect period of any new buildings or refurbishments with the Developer, ensuring defects are raised, recorded and cleared in a timely and efficient manner with minimal impact to our residents. This is a customer facing onsite role, responsible for leading the facilities team to deliver the brand's vision & values in an innovative, operationally efficient manner, providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.

Facilities Management

• Ensure compliance with current Fire and Health & Safety regulations.
• Lead the defect process with the Developer, lasting for 2 years post-Practical Completion of each phase.
• Manage scheduled flat inspections and recording, completing all resultant actions in a timely manner.
• Implement an efficient property turn arounds system at the end of tenancy and manage this with the support of the facilities team.
• Lead the planned preventative maintenance programs using the facilities management software platform, QUOODA.
• Manage the activities of the sub-contractors that provide hard & soft services with the support of the facilities team.
• Work with the General Manager to monitor the reactive maintenance budget and identify opportunities for financial savings and efficiencies.
• Consider the impact on residents, staff, organisation and budget when decision making, and ensure a balance is maintained across competing objectives and needs.
• Evaluate building performance alongside ESG targets and ambitions, reporting to the General Manager and group ESG manager.
• Work with the General Manager to create and review internal Risk Assessments annually, and liaise with the Group Health & Safety provider for annual FRA & H&S reports & subsequent action points.
• Provide out of hours support when required

Customer Service

• Provide exceptional service to residents, prospective tenants, contractors, and visitors.
• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs.
• Seek ways to exceed service expectations, driving NPS and building reviews on Customer Service platforms such as Google reviews, Trustpilot and Home Views.
• Be the escalation for facilities-related resident complaints to ensure speedy and efficient resolution.

Team Management and Development

• Support new members of the team, providing a warm welcome and supporting their development through training, guidance, and mentorship.
• Follow the company hiring process including liaising with recruiters and candidates, interviewing and providing administrative support to the HR team.
• Manage staff including resolving conflicts and disciplinary action, with the support of the General Manager and group VP of HR.
• Contribute and support the growth of company team culture, working in line with the brand values and encourage others to do the same.

Qualifications, Experience and Role Requirements:

• Demonstrable experience in residential property/building management or related business (hotels, student accommodations, serviced apartments etc.)
• Proven track record of strong delivery against compliance targets
• Recognised property qualification (NFOPP, RICS, ARLA, ARMA, IRPM, IOSH, NEBOSH, CIBSE, CIOB, IHEEH)
• Experience in the assistance of management of profit and loss accounts.
• Excellent customer relationship skills and attention to detail