Head of Estate Services & Facilities Management

Job Posted: 22 November 2024

• Contract Term: Permanent
• Location: Newport, Isle of Wight
• Contract Type: Full time
• Salary: £38,000 - £42,000 (subject to experience)
• Industries: Administration Management & Executive Property Services

We value people and place. We value our island-living lifestyle, work-life balance, wellness and the sense of place we have an input in creating. Our guiding principles are centred around social and environmental impacts, the integrity of our input and output and application of continual development through research and collaboration. We actively encourage personal and professional development and support staff through mentoring, training, regular CPD opportunities as well as team events.

Located on the Isle of Wight to serve our immediate area and the southern counties, we seek a Department Manager for the Estate and Facilities Management Team.

Based in Newport, this role is office based, working 39 hours a week, five days a week, Monday - Thursday 8am - 5pm and Friday 8am - 1pm.

Role Summary:

·         The department team manager will manage and oversee the day-to-day operations of the estates and facilities management team, ensuring the efficient and effective management of all services supplied.

·         This role involves leading a team of estates surveyors, financial and trust account managers and a busy customer care team.

Role Objectives:

·         To be fully responsible for leading the estates and facilities management department

·         To oversee the daily duties of a team of asset managers, estates coordinators and accounts team

·         To review, implement, and maintain best practice/processes within the department

·         To be the ‘go to’ for any escalations in terms of Management Company Board and resident complaints

·         To ensure health and safety compliance requirements are continually monitored, reviewed, and implemented across the portfolio, and that up-to-date records are maintained in-house

·         To ensure that out of hours phone cover is coordinated and shared fairly between the estates and facilities management team

·         To ensure the timely delivery of quotations and invoices

·         To perform and manage annual appraisals for the estates and facilities management team

·         To produce and manage the annual budget for the department

·         To participate as an acting and contributing member to the department heads group

·         Deliver the strategic priorities and plans for asset management and estates services ensuring good quality customer services through delivering a range of comprehensive services to meet identified needs and aspirations, ensuring financial viability

·         To provide vision, leadership and management delivering customer focused, efficient and effective Asset Management and Property Services

·         To deliver an effective estates and facilities management service that delivers a responsive service to tenants and value for money to our clients

·         Focused on efficiencies and management of small team

·         To ensure we are compliant with all statutory, contractual, Health and Safety legislation and our regulators requirements

·         To manage annual budgets ensuring corrective actions are taken to avoid unnecessary over or underspend at year end

Key Responsibilities:

·         Team Leadership:

1.  
   • Lead, mentor, and manage a team of estate managers and support staff.
   • Conduct regular performance reviews and provide professional development opportunities.

·         Operational Management:

1.  
   • Oversee delivery of services provided under our term estates and block management contracts
   • Ensure all team activities comply with health and safety regulations.
   • Manage the departmental budget and output delivery targets, including forecasting and financial reporting.
   • Manage the Company’s Quality Management systems and policy within the department

·         Strategic Planning:

1.  
   • Develop and implement long-term business plans for estates and facilities management.
   • Identify opportunities for improvement and innovation in estate and facilities management operations.

·         Stakeholder Engagement:

1.  
   • Be the senior duty holder in the liaison with internal and external stakeholders, including residents, developers, supplier / contractors, and regulatory bodies. The team is structured to manage and maintain this engagement on a daily basis, but escalated matters will need addressing in this role
   • Ensure excellent customer service and address any issues or concerns promptly using our established quality systems and the CRM system.

·         Compliance and Risk Management:

1.  
   • Support the team in to maintain up-to-date knowledge of relevant legislation and ensure the estate complies with all legal requirements.
   • Manage the estate’s risk register and implement risk mitigation strategies.

·         Project Management:

1.  
   • Oversee major projects, including renovations and new developments.
   • Ensure projects are completed on time, within budget, and to the required standard.

Personal Skills

·         High organisational skills and able to showcase previous leadership experience

·         You will have good experience in managing a team of motivated, switched-on individuals

·         Previous estates management or customer service / client management experience.

·         You will have strong communication skills to enable you to coordinate with different parties to ensure positives outcomes

·         You will also have a natural empathetic flair as you need to understand and respond to situations rapidly and ensure our levels of customer service are consistently at the very highest level

·         Highly organised and methodical with excellent time management skills. An ability to prioritise workloads and work to strict deadlines is essential in order to ensure minimal disruption to estate requirements

·         The right candidate must be professional with a calm, positive and proactive attitude

·         Strong communication skills are essential, both written and verbal. An excellent telephone manner to communicate with all associated stakeholders            

·         Highly computer literate. Experience with Excel, Word and Outlook essential

·         Good attention to detail in order to ensure our levels of customer care are met

·         Willing to provide a hands-on approach in all situations, working well under pressure

·         A full clean driver’s license and vehicle is required as the role will involve travel to and from our sites occasionally

Desirable

Industry experience or qualifications, such as RICS, ARMA, IRPM, TPI would be advantageous but is not essential.