Junior Facilities Manager

2 weeks ago

Durban, South Africa Tree of New Beginnings Full time

**Role and Responsibilities**:

- Junior Facility Manager supports residential and commercial customers in providing facility services and customer support for a Customer-Centric Environment.
- The Junior Facility Manager provides a service to the customers in the buildings supported. These may cover:
- The supervision/management of soft services (soft services allude to cleaning, landscaping, security and human-sourced non-technical services), the hard services (electrical, mechanical, structural, water and sanitation, handyman services, fire alarm systems, lifts, etc) that would be found in a multilevel-built structure.
- Customer service supervised is: -_
- Security,
- Health and safety,
- Adhoc maintenance and operations requests,
- Compliance to building charters of South Point by incumbents.
- The incumbent may live on or off site. Work closely with the security staff
- in providing the best Customer Service

**Education**:

- Grade 12
- Possess a Facilities Management or Business qualification or equivalent - (NQF level 4-6 Level)

**Experience and Skills**:

- Finance (Basic - Intermediate understanding) 2+ years.
- 3+ years of work experience with a focus on Facilities and Maintenance Management
- Manage Conflict between staff and tenants
- Manage tenant expectations on delivery for no surprises
- Report and resolve &/escalate tenant complaints
- Deal with tenant violations of house rules with Customer Services
- Risk Management
- PC literate i.e. Microsoft systems.
- Must be prepared to be on call and work out of normal working hours where applicable.
- Knowledge and awareness of the facilities management industry.
- Strong customer service experience.
- Self-motivated, resourceful and
- Strong compliance and insistent delivery to SP standards.
- Strong communication skills.
- Co-ordination of services provided by multi-service teams to meet tight deadlines.
- Must have good computer skills i.e. MS Office.
- Written and verbal communication skills.
- Operational experience in Health & Safety
- Practical experience in dealing with contractors and suppliers.
- Consistent and fair in approach and able to identify and resolve problems. Good administration and organisational skills - ability to prioritise work activities

**Key Performance Areas**:

- Customer Service_
- Feedback is provided timeously to the person who raised the request.
- A high level of customer satisfaction is attained in all engagements.
- Interaction with customers on all aspects of their occupancy.
- Complaints and non-compliance to Code of Conduct are noted and communicated immediately to customer services for resolution.
- Manage the Access Procedures of SP Management on tenant process, (key barrels in building in particular during shut down period)
- Operations and Asset Management:_
- Checklists on the FM Tool Set are completed in full and on time. Maintenance issues are logged proactively and reported within SLA time frame
- Follow-ups are conducted regularly and escalated to the Facility Manager if not concluded within the repair time frame
- Maintenance staff are not left unattended when working in occupied flats (with absent tenants)
- All maintenance jobs are completed as assigned in the most efficient manner and closed off on the FM tool set.
- Monitor and confirm availability of mechanical, electrical and fire systems, logging jobs to correct any work identified, thereby informing the maintenance team.
- Ensure all preventative maintenance tasks are complete, sign off on acceptable delivery performed by maintenance team or vendors.
- Ensuring all asset registers for the allocated building, including storerooms, are current at any given time. Any shortage or over stock noted with FM.
- Ensure both hot and cold-water provision in the allocated buildings meet user requirements, proactive resolution on issues noted.
- Participate and deliver the process deliverables for the Vacate and Intake seasons for students.
- Ensure all reporting on Vacate and Intake are completed on the day of occurrence, noting excessive wear and abuse to the FM/SFM on the same day.
- Health and Safety:_
- Checklists are completed in full and on time on the FM Tool Set.
- Fire, Health and Safety issues are reported, captured and tracked to resolution as per SP FM Tool Set.
- Follow-ups are completed daily, and issues escalated to the Facility Manager / HSE Manager with no surprises and meeting of committed delivery timeframe
- _Soft Service Delivery:_
- Building Soft services are provided as per Soft Services Service Level Agreement.
- Substandard service delivery is resolved with the service provider and documented for review with the Facility Manager
- Customers are engaged and updated on queries logged
- Utilities:_
- Track and report on excessive consumption of main water and electrical meters daily
- Ensure operation of timers controlling utilities reporting any problems for same day resolution
- Track and ensure all commercial tenants’ con

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