JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff

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1 JOB DESCRIPTION Facilities Manager Soft Services DIRECTORATE: Merlin Works DEPARTMENT: Facilities Management SALARY: 44,880 RESPONSIBLE TO: Head of Facilities Management RESPONSIBLE FOR: Team Leaders and Contract Support staff CONTACTS All staff within the Society, Board members, external agencies including the Council, contractors, consultants, suppliers and service providers. GENERAL DESCRIPTION To provide leadership, role modelling and direction to the delivery teams within your area of responsibility. To assist in the development and delivery of effective strategies, policies and good practice to shape and drive achievement of Merlin Works business objectives in order for the Facilities Management Team to maximise operative productivity and deliver against set financial targets. To be accountable for excellent service delivery in your teams activities and the achievement of its aims and operational objectives ensuring continuous improvements are made. Support in the development, co-ordination and management of the delivery of Soft Facilities management services, estate and landscaping services, window cleaning and cleaning services, ensuring these meet their financial targets, predicted needs, corporate targets, and regulatory standards including the Merlin Homes Standard. Manage Team Leaders within the Facilities Management team, with the responsibility for the financial viability, planning, co-ordination, and delivery of Facilities Management (Soft) services. Work closely and effectively with the other teams within Merlin Works, Asset Management, Supported and Neighbourhood Housing, Finance, H&S, Performance, Quality and Compliance colleagues Facilities Manager (Soft Services) Page 1 of 10

2 Work closely and effectively with residents and stakeholder groups to provide a high quality customer focussed service. Contribute to the financial performance as well as the setting budgets and financial forecasting of work to ensure the delivery of the facilities management services you are responsible for are delivered within Merlin Works and the Society s Business and Financial Plans. Develop and shape service delivery to ensure customer needs, best value and organisational objectives are met. To be responsible for assisting the Societies Head of Asset Management to ensure that the Societies housing stock is maintained in an ever improving quality. SPECIFIC DUTIES AND RESPONSIBILITIES Operational Through line management of a team, and where appropriate specialist supply partners, manage the planning, financial management, co-ordination and delivery of facilities management (Soft) services in order to maintain Merlin Works targets and to maintain the societies property portfolio, estates in accordance with the Investment Plan. Seek ways to increase through innovative use of the service delivery the number of services that can be developed into planned programmes of work thus reducing the number of day-to-day reactive repairs. Support in the development of community investment initiatives that help build sustainable communities. Develop new opportunities and thereby increase opportunities to directly employ and train local people to continually develop sustainable communities. To ensure best value in the use of resources and seek efficiencies in the way services are provided through training, development and continuous improvement practices Support in the development of strategies that are sustainable for the estates and areas we work as well as where appropriate the replacement of components and modification of assets and services that optimise the use of available space, resources, involving residents in the decision making process. Maintain an up to date knowledge and awareness of technical, statutory, regulatory and legislative requirements and similarly of standards and best practice in relation to the services provided by the Facilities Management Team. Ensure the service delivery of grounds maintenance and estate services as well as cleaning services are compliant with legislation and current good practice relating to the facilities management industry and housing sector Facilities Manager (Soft Services) Page 2 of 10

3 In conjunction with colleagues develop the widest possible opportunity for resident participation in the work of the team and ensure a continuous focus on improving the service. To develop and maintain effective resident involvement and consultation in the development and delivery of facilities management services. To liaise with residents, and their representative groups in the provision of technical and professional advice where required. To develop and maintain contractor and partnering relationships for the benefit of the Society s customers including the management of Merlin Works Approved Contractor List. Contribute to the effective integration of partnership and collaborative working within the Facilities Management Team to ensure effective working relationships exist between Asset Management, Neighbourhood/Supported Teams, internal and external stakeholders. To manage, motivate and train a team to ensure it works effectively, meets targets and contributes to the aims and organisational goals of the Society and to cover the duties of colleagues during periods of routine absence. Customer Service Working closely with the Head of Facilities Management and the Asset Management Team, take a lead role within the estate management and land scape and cleaning services of Merlin Works, development and delivery of facilities management services and other work programmes, which meet prescribed quality and performance requirements. To ensure your team promotes the values and behaviours of excellent customer service at all times. To identify and engage with internal and external customers at every opportunity, ensuring a right first time approach in all team activities. To ensure that customers are engaged and informed in advance of any issues which may affect them, thereby ensuring all potential disruption is minimised. To implement task plans which ensure that customer needs and expectations are actively included, whilst ensuring projects are delivered to budget, time and to the right specification. To solicit and utilise customer feedback and satisfaction information to enhance our performance and customer experience. To ensure that all activities are focussed upon raising aspirations, providing an excellent service to customers and meeting their individual needs. To drive improvements in your team ensuring the service area is focused on delivering excellent customer services Facilities Manager (Soft Services) Page 3 of 10

4 Financial To ensure the control and monitoring of allocated budgets and provide monthly progress reports to the Head of Facilities Management. Ensure that all programmes and services deliver against set financial targets and are delivered on time within and to the required specification. Assist in the preparation of long term growth plans in consultation with relevant stakeholders to ensure priorities are achieved within set financial parameters. Ensure the detailed production of financial and productivity reports and forecasts are provided by Team Leaders monthly for each service stream. Ensure your delivery team work to the Society s Value for Money agenda. To oversee the production of site survey information, estimates, contract documentation, specifications, schedule of rates and tender documentation in accordance with best practice and the organisation s Financial Regulations Management Tasks Directly line manage a team of Team Leaders in delivering Facilities Management services, and planned programmes of work ensuring the team promotes the values and behaviours of excellent customer service at all times. Carry out regular appraisals and performance management reviews for team members Support the development and training of Merlin Works staff and resident representatives as required ensuring available skills are in place to meet business objectives. Ensure appropriate risks are identified for individual projects and risk management controls and monitoring techniques are put in place. Ensure all work is carried out in accordance with Health & Safety legislation and good practice. Ensure that appropriate risk assessments are undertaken which cover the activities of the team and that staff are trained on them and comply with their requirements. Produce as required written reports and visual presentations for use by a variety of audiences, including residents groups, committees and Board. Health & Safety The post holder will be responsible for all matters relating to Health & Safety and supporting the Societies Health & Safety agenda where this specifically relates to the duties of your team Facilities Manager (Soft Services) Page 4 of 10

5 To receive and administer tenders in accordance with Financial Regulations and ensure that all contracts and works are managed and monitored to comply with relevant Health and Safety requirements. To promote and ensure good practice in Health & Safety and to be responsible for the implementation, monitoring and management of landscape standards for Merlin Works e.g. the appointment of specialist contractors, management of our compliance standards for example accreditations and the monitoring of safe working practices. The post holder will liaise directly with the Society s Health & Safety Advisor to embed Health & Safety within the Facilities Management team. OTHER DUTIES Able and willing to work to the Merlin Way, vision, values and behaviors To comply with Terms and Conditions of Service To comply with Financial Regulations To ensure that the principle of confidentiality and the requirements of the Data Protection Act is fully applied to the work of the Society. To actively promote the Society s Equality and Diversity Policy in all aspects of your duties relating to staff, residents, contractors/consultants and external agencies. Ensure that the Society and its staff comply with legal and regulatory obligations and wherever appropriate, follow relevant best practice guidelines To actively involve residents and others in aspects of your duties, as appropriate. To undertake such other tasks as may be reasonably requested by the post holder s manager ADDITIONAL INFORMATION This post is subject to a Criminal Records Check (CRB) and is exempt from the rehabilitation of offenders act. All offences will be considered. This post will require the post holder to participate in an out of hour s management on-call rota on a rotational basis with other Managers and Team Leaders. An on call allowance and mileage claims will be paid to the post holder in line with the society s policies as well as any on site time/attendance being covered as toil hours. This post will require the post holder to travel regularly across the Merlin Works areas of operation therefore the post holder will need to have their own suitably taxed and insured motor vehicle for these journeys, business mileage will be able to be claimed by the post holder in line with the society s policy for these journeys. GENERAL NOTES This is a description of the job as it is constituted at the date shown. It is the practice of Merlin Housing Society to periodically to examine job descriptions, update them and ensure that they relate to the job performed, or to incorporate any proposed changes. This procedure will be conducted by the appropriate manager in consultation with the post holder Facilities Manager (Soft Services) Page 5 of 10

6 In these circumstances it will be the aim to reach agreement on reasonable changes, but if agreement is not possible the Society reserves the right to make changes to your job description following consultation. Apart from any specific activities mentioned above, which have an impact on the health and safety of either yourself, your colleagues, tenants or any other members of the general public, you are responsible for following the guidelines laid down in the Society s Policy on Health and Safety at Work Facilities Manager (Soft Services) Page 6 of 10

7 MERLIN HOUSING SOCIETY EMPLOYEE SPECIFICATION The Essential Requirements indicate the minimum requirements and applicants lacking these attributes will not be considered for the post. The Desirable Requirements enable the Interviewer to further refine their choice of applicant at short listing and interview stage. DIRECTORATE: Merlin Works DEPARTMENT: Facilities Management JOB TITLE: Merlin Works Facilities Manager (Soft) ASSESSMENT CRITERIA Qualifications Work related experience and associated vocational training Other Relevant experience Specialist knowledge ESSENTIAL Appropriate facilities management or technical qualification BTEC Higher (or equivalent) or relevant previous equivalent experience A minimum of 5 years relevant management / supervisory experience in delivering soft facilities management services within a diverse and geographically spread property portfolio. Good understanding of the delivery of hard facilities management services as well as Housing Regulations Understanding of Soft Facilities Management services within the Sector. Technical expertise in the field of Housing and Estate maintenance services. Experience of contract administration Knowledge of business planning at both strategic and operational levels. Knowledge of partnering approaches that can be applied to a social housing environment. DESIRABLE Landscaping or cleaning services qualification Experience of the compliance management of cleaning services especially management of common areas within the housing sector. Planned maintenance programming management experience Facilities Manager (Soft Services) Page 7 of 10

8 Job related skills Knowledge of pre-planned maintenance services and the production of planned programmes of work. Extensive technical expertise, particularly in the management of landscape and cleaning services. Knowledge of funding initiatives for delivering a estate and planned maintenance services within a social housing environment. Knowledge of Health & Safety legislation in relation to Facilities Management services. Knowledge of the legislation relating to asbestos management. Significant experience in Facilities Management / landscape management, preferably within a social housing context. Experience of delivering soft facilities management services. Experience of writing and presenting reports Experience of managing Profit and Loss accounts as well budgets effectively. Experience of forward planning and achieving targets Track record of delivering continuous improvement Experience of managing and supporting a team delivering facilities management services. Excellent telephone and personal contact manner. Diplomatic and ability to handle and control difficult situations. Budgetary management skills Facilities Manager (Soft Services) Page 8 of 10

9 Personal skills Excellent customer care skills Ability to review and compile complex documents relating to facilities management works, Tender Documentation, and delivery of planned maintenance services. Ability to manage performance and adequately assess and manage risk. Excellent project management and planning skills. Excellent numeracy skills. Contract, financial and budget management and reporting skills. Excellent verbal and written communication skills. Ability to coach and lead teams to achieve service aims. Ability to appraise and review individual and team development in a performance management environment. Ability to demonstrate an empowering approach to team and individual development, and to develop and manage cultural change. Ability to support and empower residents in contributing to and influencing team strategies and the implementation of operational plans. Excellent ICT skills and of working with the Microsoft Office suite of software. Good communication and interpersonal skills and the ability to work well within a team environment. Able to work well in political environment Facilities Manager (Soft Services) Page 9 of 10

10 A positive, self-motivated, professional sympathetic approach to the needs of vulnerable customers. Personal commitment to customer care Able to work effectively with minimal supervision and programme and manage own workload. Ability to think strategically, innovatively and creatively. Ability to work in a target driven environment, and to meet demanding timescales and deadlines. The ability to resolve stressful situations in a calm and constructive way. Professionalism and Integrity of a high order. Self motivated, can lead and motivate a management team. The ability to communicate effectively with stakeholders, staff and residents Special working conditions Able to travel to and from Merlin s office(s) and/ or sheltered housing sites across South Gloucestershire Occasional attendance at evening meetings Facilities Manager (Soft Services) Page 10 of 10

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