Responsibilities:
* Build a strong relationship with the landlord H ouse Receptio n team to ensure high standards are maintained for staff and clients .
* Responsible for managing the delivery of the site services and resolve any issues that may arise. S ite services provided by CBRE shall include Post /deliveries, Cleaning, Vending management, Office Services, Waste, Hard Services, in line with account processes, SLA's/KPIs.
* Control & Management of site financial budget - Using the financial systems, this role will be a ccountable for accurate forecasting, and attending periodic client review meetings .
* Raising of P urchase O rders, managing F CR's (Funding Client Requests) through to closure. O ccasional ad-hoc support for wider UK account portfolio may be required
* Control & Management of third-party contractors - Completion of Inductions, maintenance of QHSE paperwork and escorting around site
* Responsible for ensuring full compliance for the delivery of services CBRE are responsible for in accordance with all QHSE requirements.
* Completion of required monthly Health & Safety documents within required time lines. (Monthly workplace Inspection, Monthly Hazard Reporting, Monthly Self-Assessments and Safety Observations)
* Manage and maintain the compliance tracker for site
* Daily monitoring of site work orders both on SI7 and Vantage systems to ensure account KPI's are met.
* Manage and perform meeting room set ups and bookings in line with client requirements .
* Support the co-ordination and testing of Business Continuity Planning for the site .
* Responsible for ensuring that all equipment is maintained and operated in a safe manner .
* Ensure customer satisfaction is established and maintained by providing a 'quality' and pro-active service
* Support and communicate with clients, customer base with in your area of responsibility providing proactive su pport.
* Involvement in out-of-scope supplier projects. Supporting staff and liaison with the CBRE, and landlord team s to ensure the successful delivery of all project related works.
* Maintain performance standards to ensure Customer expectations are achieved/ exceeded
* Timely maintenance of site information across all CBRE platforms; SI7, Smartsheet, Vantage, MYHSE, E - logbooks, Harbour, Adaptive
* Develop and maintain successful working relationships with the client, key stakeholders, customers, landlord representatives and, suppliers .
* Weekly Utilization submissions to ensure accurate headcount reporting .
* Assist and prepare hospitality requests as/when required .
* Management of e - logbooks - working closely with technical team for reviews / updates. Responsible for attending and supporting all site audit activities .
* Regularly communication with building landlord
* Management of car parking badging system
* Seek opportunities to improve services and cost-effective ways of working.
* Must be able to support and react to ad-hoc out of hours calls in the event of emergency scenarios with excellent communication.
Person Specification:
* Exceptional Customer Service Skills
* 5 years in a similar position in an FM or related services environment
* Good knowledge of SLA's/KPI's
* Good understanding of contracts and negotiations
* Experience in dealing with suppliers/contractors
* PC literate - Microsoft systems
* Competence in oral and written skills
* Ability to work to pressured deadlines.
* Strong finance skills with budget management experience essential
* Having a Flexible approach to ensure time critical projects are appropriately supported.
* Must be able to complete a wide range of activities requiring clear communication, excellent organizational skills and attention to detail.
* Previous experience of dealing with customers within a corporate environment with a high emphasis on customer service.
* Security Clearance requirements are essential.