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Facilities Manager – Residential / Mixed-Use (PRS & Build-to-Rent)
Contract Duration
Initial 4-week assignment
Location
Greenwich
Role Purpose
We are seeking an experienced Facilities Manager to oversee the day-to-day operational management of a high-profile Private Rented Sector (PRS) and Build-to-Rent (BTR) residential/mixed-use estate. The successful candidate will ensure the consistent delivery of exceptional facilities management services, maintain compliance with all statutory requirements, and deliver an outstanding resident experience in line with contractual KPIs and service standards.
Reporting to the Senior Property Manager, the Facilities Manager will take responsibility for hard and soft FM services, contractor performance, health & safety compliance, estate presentation, and operational budgets. Experience within residential or mixed-use environments is essential, with knowledge of service charge management and CAFM systems highly desirable.
Key Responsibilities
Estate Operations & Service Delivery
- Manage the daily operation of the estate, ensuring all FM services are delivered to agreed standards and KPIs.
- Oversee hard and soft services including M&E maintenance, cleaning, security, waste management, grounds maintenance, and specialist contractors.
- Maintain the estate to a consistently high standard, ensuring an exceptional environment for residents, occupiers, and visitors.
- Proactively manage planned and reactive maintenance, defects, refurbishments, and lifecycle works.
- Coordinate and respond to day-to-day operational requests from residents and occupiers.
- Utilise CAFM systems, ideally Qube, to manage work orders, compliance records, contractor performance, and reporting.
Customer Service & Resident Experience
- Deliver a customer-focused service and ensure resident satisfaction remains a key operational priority.
- Respond promptly and professionally to resident and occupier enquiries, concerns, and complaints.
- Monitor customer satisfaction levels and implement continuous improvement initiatives.
- Communicate planned maintenance, PPM activities, disruptions, and estate updates effectively.
- Build and maintain strong relationships with residents, landlords, managing agents, and stakeholders.
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Supplier & Contractor Management
- Procure, manage, and monitor contractors and service providers across the estate.
- Ensure suppliers operate in accordance with contractual obligations, SLAs, KPIs, and site procedures.
- Conduct regular performance reviews, audits, and contractor meetings.
- Ensure all permits to work, RAMS, inductions, and safe systems of work are in place and adhered to.
- Review quotations, negotiate scopes of work, and ensure best value is achieved.
Health, Safety, Security & Compliance
- Ensure full compliance with all Health & Safety, fire safety, security, and statutory obligations.
- Monitor and manage compliance actions arising from risk assessments, audits, and inspections.
- Oversee life safety systems, emergency preparedness, and incident management procedures.
- Conduct regular site inspections to identify and mitigate risks.
- Champion a strong safety culture across the estate.
- IOSH, NEBOSH, or equivalent Health & Safety qualification would be highly advantageous.
Financial & Service Charge Management
- Support the Senior Property Manager with financial management and operational budget control.
- Assist with service charge budgeting, apportionment, reconciliation, and expenditure monitoring.
- Review supplier costs and identify efficiencies and cost-saving opportunities.
- Support the preparation of client reports, forecasts, and financial updates.
Reporting, Compliance & Systems
- Maintain accurate records relating to maintenance, compliance, contracts, and occupier information.
- Produce monthly operational and KPI reports for clients and stakeholders.
- Ensure CAFM and property management systems, ideally Qube, are maintained accurately.
- Track actions arising from audits, inspections, meetings, and compliance reviews through to completion.
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Stakeholder Management
- Work closely with the Senior Property Manager to ensure effective estate management.
- Liaise with occupiers, landlords, local authorities, consultants, and other stakeholders.
- Attend and facilitate occupier and landlord meetings where required.
- Support business improvement and service enhancement initiatives across the portfolio.
Skills, Experience & Knowledge
Essential
- Proven Facilities Management experience within PRS, Build-to-Rent (BTR), residential, or mixed-use property environments.
- Strong understanding of hard and soft FM service delivery.
- Experience managing contractors, suppliers, and service partners.
- Excellent customer service and stakeholder management skills.
- Good knowledge of building compliance, health & safety legislation, and statutory requirements.
- Experience supporting operational budgets and service charge environments.
- Strong communication, organisational, and problem-solving skills.
- Proficient in Microsoft Office, particularly Excel.
Desirable
- IOSH, NEBOSH, or equivalent Health & Safety qualification.
- Experience using Qube and/or CAFM systems.
- Knowledge of service charge legislation and residential property management best practice.
- Experience producing client-facing reports and KPI performance data.
- Experience managing large-scale residential or mixed-use developments.
Personal Attributes
- Customer-focused with a professional and proactive approach.
- Highly organised with strong attention to detail.
- Confident decision-maker with excellent problem-solving abilities.
- Able to prioritise effectively within a fast-paced operational environment.
- Committed to continuous improvement, compliance, and service excellence.
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