Leadership, Team Development & Culture

• Support with team development by acting as a “champion” to new starters, ensuring all training, welfare, and performance needs are identified, reviewed, and actioned in line with company training policies and appraisal processes.
• Champion the KCES vision and values, embedding them into every aspect of building operations to drive a culture of excellence, integrity, and customer focus.
• Foster a resilient, adaptable, and self-motivated team culture, promoting a proactive, can-do attitude and a methodical approach to problem-solving.
• Lead by example with a passion for service delivery, providing inspirational leadership that motivates, mentors, and empowers colleagues to achieve their full potential.
• Cultivate a high-performing, customer-focused environment that embraces innovation, sustainability, and continuous improvement.
• Build strong, collaborative relationships with service partners to ensure statutory compliance is consistently met and a culture of outstanding service is maintained across the estate.

Contractor Management

• Take full ownership of contractor performance, ensuring all service commitments are delivered in line with company policy and to the highest standards of customer service.
• Lead monthly KPI meetings with service partners, fostering open, honest dialogue to drive continuous improvement and reinforce a culture of accountability and excellence.
• Recognise and celebrate outstanding contractor performance across the estate, promoting a positive, service-driven culture.
• Address underperformance with resilience and professionalism, setting clear improvement targets and escalating issues where necessary in line with agreed protocols.
• Demonstrate adaptability by proactively managing procurement processes in accordance with company tender guidelines, ensuring services are fit for purpose and aligned with evolving estate needs.
• Build and maintain strong, collaborative relationships with all service partners, encouraging transparent communication and shared ownership of operational outcomes.
• Maintain a working knowledge of key technical and specialist stakeholders to ensure timely resolution of issues and seamless service delivery.
• Promote a unified, customer-focused approach among all site delivery partners, ensuring harmonious collaboration in support of estate-wide objectives.

Compliance

• Demonstrate strong ownership of health & safety compliance, ensuring that all procedures and practices meet current legislation and provide a safe environment for occupiers and staff.
• Conduct monthly building inspections with a focus on customer impact, maintenance and Health & Safety, ensuring timely resolution of actions and maintaining high standards of safety and presentation.
• Ensure occupiers are aware of and fulfil their responsibilities and that all incident procedures and risk assessments are current, valid, and clearly communicated.
• Record, report, and investigate all incidents and accidents with diligence and resilience, ensuring remedial actions are implemented promptly.
• Act as custodian of all operational manuals, ensuring documentation is accurate, up to date, and reflective of best practice.
• Maintain high standards of data integrity across all health & safety systems, ensuring statutory obligations are met and records are audit-ready.
• Collaborate with the technical team to ensure full statutory compliance, using the CAFM and risk management systems to monitor and report on performance.
• Adapt to evolving compliance requirements by reviewing and updating key building documentation annually and ensuring timely completion of all risk assessment actions.

Mechanical & Electrical (M&E)

• Work collaboratively with the engineering team and M&E service providers to ensure all planned and reactive maintenance tasks are completed safely, efficiently, and with a strong customer focus.
• Take ownership of asset performance, ensuring plant and equipment are maintained to optimal standards and future lifecycle planning is proactively managed.
• Demonstrate adaptability by regularly reviewing permit and helpdesk systems, ensuring they remain current and effective.
• Oversee compliance with house rules and permit-to-work procedures, ensuring all contractor activities are safely managed and aligned with operational protocols.
• Maintain a solid understanding of building systems and compliance requirements, seeking additional training where needed to support service excellence.
• Support and facilitate occupier fit-outs, in collaboration with the surveying team and in compliance with License to Alter requirements, escalating to senior professionals when appropriate.
• Support and facilitate landlord’s CAPEX works

Service Charge / Budget Management

• Lead the preparation of annual service charge budgets and management accounts, taking full ownership of financial accuracy and adherence to published timelines.
• Ensure monthly reviews of service charge spend are conducted with attention to detail, addressing discrepancies and maintaining financial integrity.
• Promote financial awareness among operational colleagues, ensuring all spend is aligned with budgetary constraints and approved processes.
• Monitor and manage service charge expenditure with resilience and foresight, escalating concerns early to maintain financial control.
• Ensure all procurement and order processing complies with internal protocols, reinforcing a culture of accountability and customer-focused financial stewardship.
• Maintain a strong understanding of the RICS Code of Practice, ensuring all service charge activities are compliant and transparent.

Team Structure

Reports to: Senior Property Manager

Lateral:

• Property Managers
• Engineering Manager
• Estate Manager

Core Competencies

Property & Facilities Management

Proven experience managing commercial buildings, with a strong understanding of property management principles, statutory compliance, and building services operations.

Customer Experience

Passionate about delivering exceptional service, with a proactive, can-do attitude and a commitment to enhancing occupier satisfaction through innovation and attention to detail.

Leadership & Team Development

Skilled in mentoring and motivating teams, with a focus on embedding company values, promoting a positive culture, and driving high performance.

Stakeholder Engagement

Strong interpersonal and communication skills, with the ability to influence and build trusted relationships at all levels, including clients, occupiers, service partners, and internal teams.

Operational Excellence

Experienced in contractor and KPI management, service charge budgeting, and compliance reporting. Adept at managing competing priorities and resolving challenges with a calm, methodical approach.

Technical & Compliance Knowledge

Confident understanding of building plant, maintenance, and compliance requirements. IOSH/NEBOSH qualified with a comprehensive grasp of statutory obligations and industry best practices.

Technology & Systems

Proficient in Microsoft Office 365 and CAFM systems, with strong organisational and time management skills to ensure accurate reporting and efficient operations.

Sustainability & ESG

Actively engaged in sustainability initiatives and ESG principles, with a forward-thinking approach to responsible property management.

Managerial competencies:

• Ownership
• Planning
• Resilience
• Communication
• Relationship Building
• People Management