Senior facilities manager

Cluttons
The role

We are seeking a highly organised & proactive Senior Facilities Manager (SFM) to lead the end-to-end delivery of hard and soft facilities management services across a key residential client estate located in West London. You will own the client relationship on all FM matters, ensure legal compliance and safety, drive service excellence against SLAs/KPIs, and provide day-to-day leadership to the FM team, gardeners, and porters across the estate. The role combines operational leadership, stakeholder engagement (client/residents/leaseholders), and commercial accountability (budgets, contracts, lifecycle planning).

Key deliverables

• Manage all hard and soft service providers, monitoring SLAs and KPIs and re-tendering to ensure delivery of an efficient, quality and value for money service for our clients and the occupiers of their buildings/sites
• Assist in the preparation and managing budgets in accordance with the RICS code of practice
• Monitoring and control of budget expenditure in tandem with Cluttons client accounting team
• Lead and develop FM team, Gardeners & Porters across the portfolio.
• Assist in the Control of all Environmental and Health and Safety, ensuring compliance across all buildings and sites with legislation, codes of practice and Cluttons policies and procedures
• Visiting and inspecting buildings and sites as necessary to ensure, as a minimum, key deliverables are met
• Support capital/refurbishment projects.
• Maintain accurate records via the systems used within the business.
• Assist with internal and external parties in relation to project works across the portfolio
• Regular and accurate reporting to the partners/property managers, clients and Cluttons H&S director
• Dealing with ad hoc queries and tasks from the property management team, clients and occupiers
• Developing and building good working relationships with residents & leaseholders to resolve issues promptly and professionally
• Drive process improvements & service levels across the portfolio.

Responsibilities

People

• Overseeing the day-to-day management of the FM, Gardeners & Porters.
• Liaising with partners and the property managers regularly and updating them on all current matters.
• Liaising with other departments (e.g. projects and building consultancy and fund management) as necessary.
• Instructing, managing and supervising of contractors in a good and timely manner who are required to work on sites under our control.

• Clients and business development

• Providing client facing expertise in FM related matters
• Reporting to clients, where instructed, all issues relating to building/site operation
• Developing and building relationships with clients
• Identify areas for new business generation

Financial

• Setting and monitoring budgets and accounts in consultation with the property managers, client accounts team and clients
• Control and accurate coding of invoices ensuring prompt payment of suppliers
• Ensuring fee income to the business is maximised whilst complying with the RICS code of practice
• Working with property managers in dealing with insurance claims
• Point of contact for all contractor invoice queries.

Systems and process

• Acting at all times in accordance with Cluttons’ policies and procedures particularly those that relate to the FM function along with health and safety and environmental
• Ensuring that issues and priorities identified in environmental, general health, safety and fire risk assessments are actioned/dealt with in a timely manner and the online management system (currently RiskWise) is kept up to date
• Ensuring all contractors used on buildings and sites are competent and accredited in accordance with the company’s policies and procedures
• Actively reviewing procedures and proofing change to improve service delivery and compliance
• Actively keep all systems updated with correct information & review team outputs using reporting systems.

Essential qualifications

• Proven experience in facilities management, preferably in a residential setting
• IOSH/NEBOSH qualification or demonstrated knowledge and experience of health and safety
• Membership of IWFM or another FM qualification
• Strong IT skills

Essential experience

• Experience of managing residential blocks
• Demonstrated leadership/management skills to deal with issues ranging from senior level to administrative
• Experience in facilities management or property management role
• Setting and management of budgets
• Demonstrate an ability to solve complex problems and deliver a variety of options in complex situations.
• Experience of using property management systems (TRAMPS, Filestore, Vanitfy would be an advantage)
• Experience in the use of online environmental, health and safety management and compliance systems (e.g RiskWise)

• Hybrid working – to give you the flexibility you need
• Holidays: 25 days increasing in line with length of service to a maximum of 30 days
• Enhanced auto enrolment pension scheme – to help you save for the future
• Life assurance – to protect your loved ones should the worst happen
• Interest free season ticket loans
• Cycle to work scheme – discounted bicycles
• Flu and eye care vouchers – to keep you healthy
• Employee Assistance Programme – 24/7 health & wellbeing support
• Remote GP app – to give you and your family access to medical experts quickly
• Platform hosting 1000s of discounts at your favourite retailers, restaurants, supermarkets, leisure & days out venues, gyms and more
• Family & wellbeing policy – including enhanced maternity pay, menopause support, neurodiversity support, carer support, company sick pay and much more

Plus a Flexible benefits policy that allows you to pick and choose additional benefits as below:

• Purchasing up to 5 days additional holiday
• Discounted gym membership
• Discounted dental insurance
• Discounted private medical insurance for family cover
• Discounted critical health insurance and more

We recognise that diversity in all its forms including but not limited to race, gender, age, sexual orientation, disability, and background – enriches our workplace and enhances our ability to serve our clients and community effectively. Our goal is to create a culture where everyone feels empowered to bring their authentic selves to work, knowing their unique perspectives are welcomed and appreciated. We actively seek applicants from all backgrounds and want you to get in touch even if you don’t have all the skills we have asked for – we will support you with the development you need.

Recruitment agencies

Cluttons will only pay agency fees where a signed agreement is in place and the agency has been instructed by a member of our HR team.

We do not accept speculative or unsolicited CVs from any third party, including recruitment agencies. Any CVs submitted to Cluttons or any of our employees outside of our formal recruitment process, including those sent directly to hiring managers or other employees, will be deemed unsolicited and will not be eligible for any agency fees.