Job Description

Reporting to: Customer Relations Manager

Start Date: Immediate

Working Hours: Mon – Fri, 8am – 5pm

Probation Period: 6 months

Job Type: Full Time, Permanent

Job Location: Office Based (Salary would be based on qualifications and experiences)

ABOUT THE JOB

To manage and grow assigned maintenance contracts through proactive client engagement, site and building services management, commercial development, and multi-disciplinary coordination. The Facilities Manager (Hard FM) ensures compliance, maximises operational efficiency, drives revenue opportunities, and represents the voice of the client across East West Connect (EWC). This role also provides a clear pathway for career progression and development within the organisation.

DUTIES

Contract & Client Management

1. Act as the primary client contact for allocated contracts
2. Develop and maintain trusted client relationships
3. Chair client meetings and issue monthly performance reports
4. Ensure contracts operate within agreed scope, KPIs and compliance standards

Operational & Site Management

1. Coordinate engineers, building services operatives and subcontractors
2. Monitor SLA performance, PPM completion and reactive response times
3. Ensure Safe Systems of Work, permits and RAMS are implemented
4. Support resolution of service failures and escalations

Commercial & Revenue Responsibilities

1. Track remedials, variations and additional service opportunities
2. Liaise with Estimating and Commercial teams to develop quotations
3. Compile and analyse KPI dashboards and performance data
4. Identify opportunities for service improvement and contract growth

QUALIFICATIONS AND EXPERIENCE

Essential

1. Proven experience managing maintenance or facilities management contracts.
2. Strong client‑facing experience within maintenance, engineering or property services.
3. Experience coordinating engineers, supervisors and subcontractors.
4. Experience managing contracts against KPIs, SLAs and compliance requirements.
5. Involvement in mobilisation, onboarding or contract transition activities.
6. NVQ Level 5 or 6 in Facilities Management, Construction, Operations or similar (or working towards).

Desirable

1. NEBOSH Construction Certificate or Diploma.
2. ILM / CMI Level 5 or 6 in Leadership & Management.
3. Mechanical, Electrical or Building Services qualification.
4. CSCS Manager or Supervisor card.
5. CAFM system experience.

KNOWLEDGE

1. Working knowledge of hard FM services including M&E and statutory compliance
2. Understanding of SFG20, F‑Gas, fire safety and water hygiene requirements
3. Ability to produce KPI dashboards, performance reports and risk registers
4. Competent user of Excel and digital reporting tools

SKILLS

1. Strong verbal and written communication skills
2. Ability to influence and negotiate without direct authority
3. Highly organised with strong planning and prioritisation capabilities
4. Commercially aware with a pragmatic, solutions‑focused mindset
5. Calm under pressure with strong problem‑solving ability

OTHER

1. Ability to travel between sites
2. Flexibility to support out‑of‑hours activities by agreement
3. Commitment to personal development and progression toward Contract Manager roles

Why You’ll Love Working With Us

We believe in rewarding our people and creating a workplace where everyone can thrive. When you join us, you'll benefit from:

• 24/7 Employee Assistance Programme (EAP)
• 5% employer pension contribution
• Life Insurance (4x annual salary)
• Annual eye care vouchers
• Occupational health support
• Ongoing investment in CPD training and development
• Cycle to Work scheme with shower facilities at head office
• EV Scheme available after 2 years' service
• Free fruit, snacks and refreshments in the office
• Company-wide social events
• An inclusive culture that celebrates diversity and cultural events throughout the year

Join a team that values your well-being, supports your development, and invests in your future.