Senior facilities manager

We are seeking a highly organised & proactive Senior Facilities Manager (SFM) to lead the end-to-end delivery of hard and soft facilities management services across a key residential client estate located in West London. You will own the client relationship on all FM matters, ensure legal compliance and safety, drive service excellence against SLAs/KPIs, and provide day-to-day leadership to the FM team, gardeners, and porters across the estate.

The role combines operational leadership, stakeholder engagement (client/residents/leaseholders), and commercial accountability (budgets, contracts, lifecycle planning).

• Manage all hard and soft service providers, monitoring SLAs and KPIs and re-tendering to ensure delivery of an efficient, quality and value for money service for our clients and the occupiers of their buildings/sites
• Assist in the preparation and managing budgets in accordance with the RICS code of practice
• Monitoring and control of budget expenditure in tandem with Cluttons client accounting team
• Lead and develop FM team, Gardeners & Porters across the portfolio.
• Assist in the Control of all Environmental and Health and Safety, ensuring compliance across all buildings and sites with legislation, codes of practice and Cluttons policies and procedures
• Visiting and inspecting buildings and sites as necessary to ensure, as a minimum, key deliverables are met
• Support capital/refurbishment projects.
• Maintain accurate records via the systems used within the business.
• Assist with internal and external parties in relation to project works across the portfolio
• Regular and accurate reporting to the partners/property managers, clients and Cluttons H&S director
• Dealing with ad hoc queries and tasks from the property management team, clients and occupiers
• Developing and building good working relationships with residents & leaseholders to resolve issues promptly and professionally
• Drive process improvements & service levels across the portfolio.

People

• Overseeing the day-to-day management of the FM, Gardeners & Porters.
• Liaising with partners and the property managers regularly and updating them on all current matters.
• Liaising with other departments (e.g. projects and building consultancy and fund management) as necessary.
• Instructing, managing and supervising of contractors in a good and timely manner who are required to work on sites under our control.
• Clients and business development
• Providing client facing expertise in FM related matters
• Reporting to clients, where instructed, all issues relating to building/site operation
• Developing and building relationships with clients
• Identify areas for new business generation
• Setting and monitoring budgets and accounts in consultation with the property managers, client accounts team and clients
• Control and accurate coding of invoices ensuring prompt payment of suppliers
• Ensuring fee income to the business is maximised whilst complying with the RICS code of practice
• Working with property managers in dealing with insurance claims
• Point of contact for all contractor invoice queries.

Systems and process

• Acting at all times in accordance with Cluttons' policies and procedures particularly those that relate to the FM function along with health and safety and environmental
• Ensuring that issues and priorities identified in environmental, general health, safety and fire risk assessments are actioned/dealt with in a timely manner and the online management system (currently Risk Wise) is kept up to date
• Ensuring all contractors used on buildings and sites are competent and accredited in accordance with the company’s policies and procedures
• Actively reviewing procedures and proofing change to improve service delivery and compliance
• Actively keep all systems updated with correct information & review team outputs using reporting systems.

• Proven experience in facilities management, preferably in a residential setting
• IOSH/NEBOSH qualification or demonstrated knowledge and experience of health and safety
• Membership of IWFM or another FM qualification
• Experience of managing residential blocks
• Demonstrated leadership/management skills to deal with issues ranging from senior level…