Summary:
This is a fantastic opportunity for an accomplished Workplace Manager to join our thriving property function. Having overall responsibility for the M&S London office and reporting to the Head of Workplace Services, you will have full responsibility for all facility related functions. We're looking for somebody who's passionate about delivering exceptional customer service to the 3000 colleagues in Waterside as well as the many visitors & guests we welcome on a daily basis.
About the role:
Your key accountabilities will include overseeing the delivery of all hard and soft services within M&S Support Centre’s and our employee hotel, this includes managing contracts and reviewing the performance of service partners responsible for maintenance, security, guest services, hospitality, housekeeping, print, post, porterage and courier services. You will set the standard for your team of 3 direct reports and support their professional development.
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Customer first engagement with all colleagues ensuring a high level of customer service is maintained.
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Oversee the colleague service request portal – ‘Workplace Assist’.
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Ensure colleague complaints and/or issues are responded to, and resolved effectively, in a timely manner.
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Work in partnership with the Workplace Services Project Manager to ensure effective management of space and any associated move projects.
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In conjunction with service partners, ensure all buildings are compliant with fire, health and safety regulations, and that requisite statutory legislation and industry guidelines are rigorously adhered to at all times.
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Monitor expenditure of OPEX and CAPEX budgets and support the tendering process for cost-effective new contracts
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Co-ordinate Emergency Team in the event of emergency action procedures being implemented.Ensure Emergency Team and nominated colleagues are trained in evacuation / invacuation, first aid, and fire response procedures.
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Accountable for the Support Centre’s Business Continuity Plan and Workplace Services Risk Register.
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Ensure the accurate and timely reporting of all Workplace Services contractual and non-contractual KPI data to drive improved performance.
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On an on-call basis, be available to resolve escalations or emergency situations outside of normal office hours.
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Deputise for the Head of Workplace Services when required.
About you:
We're looking for a strong communicator and collaborator with great leadership skills, an individual with expert knowledge of fire, health & safety and legal compliance with a genuine passion for customer service.
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Proven experience in the facilities management industry, preferably within a large, multi-site organisation
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Experience of managing multiple teams and projects simultaneously
- IOSH / NEBOSH qualified preferred
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Although not essential, CAD skills would be an advantage.
- Budget and contract / SLA management experience.
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Project management skills and experience.
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Ability to simplify policy and secure senior stakeholder buy-in.
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Influential and engaging with natural gravitas
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Established external network skills.
What's in it for you...
Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
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20% Colleague discount on most things from furniture, fashion and food
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A first class welcome to M&S with a tailored induction
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Amazing perks and discounts via our M&S Choices website. Including GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
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A wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S!
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Competitive holiday allowance with the opportunity to buy extra days
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Charity Volunteer Day – A paid day away from work to support your chosen charity
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A very generous Defined Contribution Pension Scheme and Life Assurance
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Celebration Day – a day off to celebrate something that’s important to you
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Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to our 24/7 Virtual GP, PAM Assist to support you & your family & free access to the UnMind App as well as many other schemes
#LI-CA1
M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.
We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.
If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.