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Manage the Best Building in Bristol - FM/Building Manager/Customer Experience Manager

Employer
Commercial Estates Group
Location
EQ, 111 Victoria Street, Redcliffe, Bristol
Salary
Up to £50,000 per annum + benefits
Closing date
22 Apr 2023

At CEG, we don’t just build and manage bricks and mortar, we build communities. We make space for people to flourish and businesses to develop, we want to provide the perfect place for businesses to thrive.

EQ is our new flagship 200,000 sq ft development in the heart of Bristol which will provide workspace for c2,000 people. It offers an exciting and visionary design. This state-of-the-art building combines the latest technologies with a human centric approach to design and operation. EQ is more than a building, it’s the next generation of workspace and we require an exceptional Building Manager to manage the customer experience for our tenants.

Our Building Manager will join us before the build is completed in order to fully immerse in the building and be in situ as our new tenants join us.

Reports to - Facilities Manager

Key Responsibilities

Service Delivery Excellence & Customer Management

  • Lead a small on site team who are the main point of contact for all customer management, building strong relationships with all our customers and suppliers, ensuring excellent communication to all.
  • To ensure the highest levels of customer service across all services being delivered into the building which includes everything from the operation of the building to the provision of important services such as our café, hospitality suite and wellbeing studio.
  • Establish a regular meeting regime with building tenants in line with their requirements.
  • Managing all our contract partners on site to deliver service excellence across the full range of building/customer services. Managing SLAs/KPIs and continually looking to innovate and improve services.
  • Responsible for Life by CEG, ensuring a fantastic end to end experience for all our tenants through the delivery of events and amenities.
  • Manage the site based app, providing information to our customers on a daily basis.
  • Liaison with customers regarding move in and move out requirements, tenant fit-out or alterations.

Site Mobilisation

  • A key member of the project team as the main building contract is completed and CAT B Tenant fit outs take place.
  • Familiarise with the building plant, systems and operations ahead of any customer occupation.
  • Building relationships with incoming tenants as fits outs are taking place.
  • Planning and managing the mobilisation of all building services and working closely with service provider to set up all the amenity provision on site.
  • Produce and own the Tenant Handbook, formally reviewing and updating as required and ensuring all changes are communicated to customers.
  • Inputting to the planning and undertaking welcome events for tenants as they occupy.

Facilities/Contractor Management

  • To be totally familiar with the building, its construction, the services provided, plant and equipment, fire and security systems.
  • Undertake daily walk arounds and regular inspections of the building, including its fabric/construction, plant and equipment and other relevant areas.
  • Manage the building service subcontracts ensuring all services are delivered to the specification and agreed SLAs, undertaking formal monthly reviews.
  • Management of all site security systems, managing all CCTV and access control.
  • Management of all planned and reactive works, fault/incident reporting to the Elogbooks helpdesk, daily liaison with the helpdesk, communicating and updating customers on all reported faults.
  • Management in line with documented procedures, reviewing procedures for effective operation of the building, making changes as required in conjunction with the FM or Regional FM.

Financial Management

  • Responsible for the management of the building operating budget.
  • Assist the IM/FM/RFM with preparation of SC budgets and reconciliations.
  • Raising purchase orders, receipting goods/services and reviewing invoices.

Health, Safety and Environmental Management

  • Management of all site related H&S and environmental issues, liaising with CEG’s H&S and Environmental managers as required.
  • Coordination of all customer H&S information.
  • Control fire/emergency evacuations.
  • Management of first aid provision for the CEG team.
  • Manage safe working practices to ensure the safety of all customers and visitors.
  • Manage and monitor Health and Safety systems and ensure performance statistics are maintained via Elogbooks.

Team/Staff Management

  • To be an excellent model for all site-based staff.
  • To line manage the building-based FOH/customer service staff, ensuring cover is always provided.
  • Regular liaison with the Investment Managers and Building Surveyors to ensure all parties are informed of all building related matters.

Marketing the Building and Services

  • Showing potential customers available office space and communicating the benefits of the building.
  • Providing costs for services to the Investment/Workspace Managers as required for potential new customers.
  • Undertake building tours as required.

Key Skills and Personal Attributes

  • Customer first approach.
  • Smart, presentable, and personable.
  • Totally customer service driven - willingness to understand and meet the needs of both internal and external clients in order to build and maintain positive relationships.
  • Excellent communication skills, orally and written.
  • Good organisational and time management skills and ability to prioritise.
  • Good observational skills and attention to detail.
  • Ability to exercise excellent judgement and decision making.
  • Team Working – works co-operatively with others, quickly builds the trust of others, builds rapport and relationships.
  • Technical Expertise – has the skills, knowledge and experience required to perform the role.
  • Commitment to Excellence – uses initiative, adapts positively to change and is proactive in finding solutions to issues.
  • Good IT skills, including MS Word, Excel and Outlook.

Requirements

  • Organisation, flexibility, proactivity and excellent customer service are key requirements for this role.
  • Experience of mobilising a new building would be valuable but not essential.
  • Proven experience in a Centre Management/Hospitality/Building Customer Services/Facilities/Building Management role
  • Contractor and budget management experience
  • IOSH qualification would be valuable but not essential.
  • Member of the IWFM would be valuable but not essential.

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