We are looking for an experienced Colleague Services Manager to lead the planning and delivery of Facilities Management and Workplace Services, ensuring all activities meet the agreed commercial terms and service standards.
Working collaboratively across service teams, you will help deliver the workplace experience strategy and create a welcoming, efficient environment where colleagues and customers receive consistently excellent service.
Key Responsibilities
- Lead, coach and develop Colleague Services Coordinators and workplace teams, building a high-performing, customer-focused culture.
- Plan and manage Facilities Management and Workplace Services across the portfolio, ensuring consistent standards and effective day-to-day operations.
- Build strong relationships with clients, stakeholders, customers, landlords and service partners, acting as a trusted adviser and main point of contact.
- Monitor performance against key performance indicators, service level agreements and contractual commitments, ensuring services are delivered safely, efficiently and to a high standard.
- Manage supplier and contractor performance, compliance and service delivery, identifying opportunities for continuous improvement and innovation.
- Coordinate site incident management, emergency response procedures, disaster recovery and business continuity planning.
Required Skills and Experience
- Proven experience as a Colleague Services Manager or in a similar Facilities Management leadership role.
- Strong understanding of hard and soft facilities services, with experience managing a complex operational site.
- Demonstrable ability to lead, motivate and develop high-performing teams.
- A commitment to delivering outstanding customer service and positive workplace experiences.
- Proficiency in Microsoft Office applications, including Outlook, Word, Excel and PowerPoint.
Desirable
- An IOSH or NEBOSH health and safety qualification.
- Experience managing suppliers and contractors within a corporate Facilities Management environment.
- Knowledge of workplace experience and customer journey programmes.