Community Health Partnerships Job Description and Person Specification

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1 Community Health Partnerships Job Description and Person Specification Job Title: Senior Key Account Manager Contractual Location: North Reports to: Regional Property Director Band/Grade: 55,000-65,000 Number of Direct Reports: N/A Total Staff Responsibility: N/A Budget Responsibility: TBC Main Purpose To manage efficient, effective and professional property management services for a portfolio of LIFT buildings to agreed key performance indicators and deliverables. Support to our clients: Develop strong and professional working relationships with clients (sub-tenants) and managed services representatives, including NHS Property Services Ltd and the LIFT Companies (LIFTCos). Performance management: Manage and report on CHP s Property Management Assurance Framework; including statutory and mandatory compliance and ensuring the built environment is fit for purpose, safe and secure. Contract management: Deliver agreed property management services and solutions through contracts with our partners to an allocated cluster of operational buildings. Carry out the Tenant Representative function as defined within the Lease Plus Agreements (LPA). Financial management: Deliver managed services to agreed financial parameters, including monitoring invoicing and income collection undertaken for CHP by NHS Property Services Ltd. Strategic management and development of the LIFT estate: Work with CHP regional colleagues, NHS Property Services Ltd, LIFT Companies, local partners and clients to develop high performing buildings and to minimise under occupancy levels. Developing client services through recognised best practice processes contributing to QIPP, to meet the evolving needs of the local community. Key Accountabilities Corporate accountabilities To professionally represent CHP externally and develop a network of contacts across the region To devise, implement and manage the Regional Estate and Asset Management Plan reporting to the Executive Director and working closely with the Senior Regional Director

2 To contribute to the annual Business Plan, producing a regional plan that helps deliver central CHP outcomes and outputs and to deliver the plan, including regular reporting To work with regional colleagues inside CHP, always promoting the success and profile of the region and CHP as a whole To lead on the regional management of resources including estate management budgets, external suppliers and advisors and staff that report to this position Make a positive contribution to the team working within CHP, providing leadership and support as required. Estate Management accountabilities To engage, proactively, with clients, NHS Property Services Ltd and other managed service providers through a partnering ethos in delivering and developing property management services to the required deliverables and standards. To work with NHS Property Services Ltd, LIFTCos, other managed services providers and clients to develop, maintain, implement, monitor and report on statutory and mandatory compliance standards and associated policies and procedures, including but not limited to: Health & Safety Training Fire safety Gas safety Electrical safety Water quality & hygiene To implement, monitor and audit the site log books for the allocated cluster of operational buildings. To ensure policies and procedures necessary to maintain the property management services to the required standards are developed, formalised and implemented. To work closely with NHS Property Services Ltd and LIFTCos to monitor, review and report on performance of the managed services on a regular basis. To carry out the Tenant Representative function as defined in the Lease Plus Agreements. This includes, but is not limited to: managing contract performance managing key relationships contract administration driving performance improvements and efficiencies. To lead on CHPs development projects, including but not limited to:- attending project and site meetings as agreed representing CHP in its Head Tenant role with external consultants i.e. architects, principal contractors, project managers, planners, building control etc managing the practical completion and handover of new schemes and projects, including but not limited to, ensuring that the premises are fully commissioned in accordance with the architectural design brief, meets Building Regulations, associated Standards and Regulations, Health

3 Technical Memorandums (HTMs), Health Building Notes (HBNs) and client requirements managing the snagging/ defects sign-off process for new schemes and projects liaising with new clients as necessary, to keep them informed and up to date on project developments. To develop and implement in association with CHP regional colleagues, partners and clients through recognised best practice processes and initiatives to contribute to the QIPP agenda, such as a space utilisation strategy that maximises the facilities available and increases patient throughput ensuring that end-user services are delivered to the highest possible standards. Management of voids to maximise rental income for each property, thus mitigating the level of financial risk exposure to CHP. To liaise with LIFTCos, building clients and managed service representatives to ensure that programmed works/ services are co-ordinated with minimal impact to occupants and services. To review the status of the occupancy agreements regularly to ensure that they are accurate and in date across the allocated portfolio cluster, liaising with clients and legal representatives as required to progress as necessary. To develop, maintain and periodically review contracts for each property, ensuring that they accurately reflect the services and associated costs for each client; including the production of projected and reconciled Service Charge accounts. In conjunction with NHS Property Services Ltd and LIFTCos, develop and implement an annual service improvement plan process for each property within the allocated portfolio cluster. In conjunction with LIFTCos, develop and implement an annual life cycle capital works programme for each property within the allocated portfolio cluster, ensuring that all clients are in agreement and committed to the financial expenditure. To liaise with the LIFTCos in reviewing the annual forward maintenance plan for each property within the allocated portfolio cluster, ensuring that appropriate instructions are provided as necessary to ensure that the properties are maintained to the required standards and compliant with all statutory and mandatory legislative requirements. To act as the point of contact for all landlord inspections and related documentation. To be the operational FM subject matter expert (SME) providing guidance to clients and managed services providers when required. To be an active member of CHP s relevant regional office, so that a fully integrated culture is established and to ensure that all staff are aware of any matters arising which may impact on CHP s key deliverables and corporate objectives. Manage the regional property management staff and any required external support to ensure that effective and professional property management services are provided to all properties within the allocated portfolio cluster.

4 Oversee the sharing and updating of management and performance information for the allocated portfolio cluster in accordance with CHP s document management systems. To respond promptly and professionally to emergency or urgent property management issues as they arise, seeking to resolve them as quickly and as cost effectively as possible. To liaise with professional and technical experts as necessary in the delivery of the property management services. Manage the resolution of any operational issues and facilitate the development of innovative solutions to improve the service to users and limiting the risks to the business. To ensure that sustainability and environmental issues are considered so that the organisation meets its statutory obligations and targets. To promote and communicate CHP s vision and goals in undertaking your duties. In conjunction with NHS Property Services Ltd, LIFTCos and CHP s Property Management Services Team, develop business plans and associated strategies and future approaches to improve the function of the properties. To undertake any other duties commensurate with the post as may be requested from time to time. Person Specification CHP Way At CHP we consistently work together to exceed our customers expectations by: Doing what we say we ll do Investing in relationships Communicating openly and honestly Developing innovative ideas and solutions Always delivering an excellent service To be successful in this role you will need to demonstrate a genuine commitment and ability to work in this way. Qualifications/Knowledge & Application: Essential BIFM qualification or evidence of on-going professional development. Membership of recognised professional body i.e. BIFM, IOSH etc Health and Safety Qualifications, minimum of IOSH Knowledge of mandatory and statutory building compliance Knowledge of lease/ occupancy agreements Proficient in Microsoft Word, Excel and PowerPoint Operational facilities management experience Desirable Knowledge of PPP, Local Improvement Finance Trusts (LIFT) and their role in the public sector Senior management track record, with real evidence of effective leadership of property

5 Experience of managing a diverse range of facilities and property related contracts across a property portfolio Previous experience of building effective customer and stakeholder relationships in a large multi-site blue chip or government organisation Experience of managing services to meet Key Performance Indicators (KPIs) and Service Agreements Experience of writing reports, policies and procedures Experience of managing budgets across a property portfolio management managed services Project management experience; preferably within a construction/ refurbishment environment Experience of implementing advanced workplace principles (new ways of working)

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