Make Your Mark in FM
The Facilities Manager (Hard Services Reactive) plays a pivotal role in delivering an exceptional environment across our diverse mixed-use property portfolio of retail, office and commercial assets. Reporting to the Senior Facilities Manager, you'll take ownership of the operational delivery of reactive maintenance, building repairs and minor works, ensuring our buildings remain safe, compliant and operating at their best.
This is a varied, fast-paced role offering the opportunity to work across a wide range of high-profile properties, where no two days are the same. You'll build strong relationships with tenants, contractors and internal stakeholders, driving high standards of service, responding to operational challenges and delivering practical solutions that make a real difference to the customer experience.
Using CAFM technology and performance data, you'll manage maintenance workflows, monitor contractor performance and identify opportunities for continuous improvement, helping to shape a proactive and customer-focused maintenance service. You'll have the autonomy to make decisions, lead on operational issues and contribute to improving service delivery across the portfolio.
This role is ideal for a motivated Facilities Manager who enjoys problem-solving, thrives in a dynamic commercial environment and is looking to develop their career within a supportive and forward-thinking property management team.
General Duties
- Manage all reactive maintenance activities across the property portfolio.
- Utilise the CAFM system to manage reactive maintenance and minor project works.
- Promote best practice and consistency in CAFM use across the Facilities Management team.
- Ensure work requests are reviewed, prioritised and completed within agreed service level agreements.
- Monitor open jobs and ensure works are progressed and closed out promptly.
- Escalate critical issues to the Senior Facilities Manager where appropriate.
- Ensure emergency and out-of-hours incidents are effectively managed and followed up.
- Participate in the out-of-hours escalation rota.
- Minimise disruption to tenants, customers and estate operations.
- Conduct site inspections to verify reported defects and determine appropriate remedial actions.
- Identify recurring maintenance issues and recommend long-term solutions.
- Ensure temporary repairs are monitored and progressed to permanent resolutions.
- Maintain accurate asset information, job records and maintenance histories within CAFM.
- Support Assistant Facilities Managers with technical guidance relating to reactive maintenance activities.
Reactive Maintenance & CAFM
- Manage reactive maintenance across the property portfolio using the CAFM system.
- Prioritise, monitor and close work requests within agreed service levels.
- Maintain accurate maintenance records, asset data and reporting within CAFM.
- Identify recurring issues and implement long term solutions.
- Manage emergency and out of hours incidents, including being part of the OOH rota.
Projects & Contractor Management
- Deliver minor works projects from specification through to completion, ensuring works are completed safely, on time and within budget.
- Manage and monitor contractors, ensuring compliance with contractual KPIs, quality standards and statutory requirements.
- Inspect completed works, challenge poor performance and ensure value for money.
Health, Safety & Compliance
- Support the Hard Facilities Manager (PPM) in maintaining statutory compliance across the portfolio.
- Ensure all maintenance activities comply with health and safety legislation and company procedures.
- Review and approve RAMS, manage Permit to Work processes and monitor contractor competence.
- Undertake site inspections, promote safe working practices and support statutory compliance across the portfolio.
Customer & Tenant Relations
- Act as the first point of operational contact for tenants regarding maintenance activities.
- Maintain effective communication, manage expectations and resolve service issues professionally.
- Build positive working relationships with customers, contractors and internal stakeholders.
Financial & Performance Management
- Obtain competitive quotes, monitor reactive maintenance expenditure against budgets.
- Produce operational reports, monitor performance trends and support continuous service improvement.
Team Support
- Lead, mentor and support Assistant Facilities Managers.
- Allocate workloads across the team.
- Conduct regular one to one meetings.
- Complete performance reviews and development plans.
- Act as a role model for company values, standards and behaviours.
Emergency Response & Business Continuity
- Respond to and support emergency incidents including flooding, power failures, lift entrapments, water leaks and building service failures.
Essential
- Proven experience in a facilities Management role within a commercial, retail or mixed-use property environment.
- Demonstrable experience managing reactive maintenance operations, defect resolution and minor works projects.
- Strong experience managing hard FM services, including building fabric, M&E systems, reactive maintenance and refurbishment works.
- Experience managing contractors across multiple disciplines and holding suppliers accountable against agreed service standards.
- Experience using CAFM systems to manage reactive maintenance, reporting, contractor performance, asset information and service delivery.
- Strong understanding of UK Health & Safety legislation, contractor management, RAMS, Permit to Work systems and supplier performance management.
- Experience reviewing and approving risk assessments and method statements for maintenance activities.
- Good technical knowledge of building services, maintenance processes and industry best practice.
- Experience coordinating emergency repairs, service failures and out-of-hours incidents.
- Strong organisational skills with the ability to manage multiple priorities within a fast-paced operational environment.
- Excellent communication and stakeholder management skills with the ability to build effective relationships with tenants, contractors and colleagues.
- Strong problem-solving ability with a proactive and practical approach to maintenance challenges.
- Demonstrable ability to effectively manage reactive maintenance workloads whilst delivering high levels of customer service and operational performance.
- Previous experience leading, mentoring or supervising team members.
- Ability to analyse maintenance data and identify trends to support continuous improvement.
- Competent user of Microsoft Office applications, particularly Excel, Outlook and reporting tools.
Desirable
- IWFM Level 4 qualification or above or currently working towards a recognised Facilities Management qualification.
- IOSH Managing Safely, NEBOSH General Certificate or equivalent Health & Safety qualification.
- HNC, HND or Degree in Facilities Management, Building Services, Construction, Engineering or a related discipline.
- Experience working within a landlord-managed commercial property environment.
- Experience managing a mixed-use property portfolio comprising retail, office and commercial premises.
- Knowledge of SFG20 maintenance standards and asset management principles.
- Experience supporting refurbishment, fit-out or building improvement projects.
- Membership of IWFM or another relevant professional body.
Why Join Us?
Joining our team means becoming part of a collaborative and professional property management business where your expertise is valued and your ideas can make a genuine impact. We invest in our people, encourage continuous development and provide opportunities to broaden your experience across a varied commercial property portfolio.
Whether you're leading emergency responses, delivering improvement projects or enhancing the customer experience, you'll play an important role in maintaining some of the region's most dynamic commercial spaces.
- Competitive salary dependent on experience.
- 26 days annual leave plus Bank Holidays.
- Company pension scheme.
- Employee wellbeing programme.
- Company laptop and mobile phone.
- Opportunity to work across a diverse commercial property portfolio.
This is a fantastic opportunity to get your foot in the door and develop your skills in facilities management. If you’re ready to take on a role that’s as diverse as it is rewarding, we’d love to hear from you!
Job Type: Full-time
Benefits:
- Company pension
- Free parking
Application question(s):
- Do you have experience managing reactive hard FM services?
Work Location: In person
