Junior Facilities Manager

**GENERAL PURPOSE**

The Facilities Manager has accountability for the day-to-day facilities management service delivering customer support for a Customer-Centric Environment for the assets allocated by the Company. The extent of the service covers all accommodation types (student, tenants and commercial) within the allocated building space including technical infrastructure. The individual will be a highly motivated people manager capable of driving a high-performance team and maintaining an approach of continuous development towards the delivery of the services, including the management of performance and service standards.
- customer service,
- operations,
- finance,
- technical,
- soft service maintenance,
- security,
- IT
- health and safety and
- project management.

**RESPONSIBILITIES**

**Customer Service**
- 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.

**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 Manage

**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’ consumption is not excessive and advise out of normal usage to FM
- Ensure all building internal and external lighting is fully operational Security Oversight
- FDO’s are present and at designated points.
- Logbooks are complete and risks advised to FDO and Facility Manager.
- Security incidents are reported, and resolution obtained with FDO Management and Contact Centre.
- Confirm operation and availability of the security systems.
- No unauthorised access is granted.
- All keys and other access tools are accounted for per SP Processes
- Investigations are resolved and feedback is provided to relevant stakeholders Reporting
- Communicate building issues to population as and when required.
- Daily, Weekly and Monthly reports are completed in full and on time with any issues noted raised to the attention of the FM/SFM/MM/TM as required.
- Vendor compliance to HSE and sub-standard service delivery are logged with the FM/SFM/TM team leads via the FM Tool Set to limit