Job Description

The Company:

Ascot Services provides market leading solutions across a number of disciplines that includes; facilities management, construction services, engineering services, planned preventative maintenance, environmental solutions, all with 24/7 dedicated client support.

Job Overview

To operate as the Workplace Manager with responsibility for the delivery of a customer focused service delivery within our clients building Bromley.

The contract includes both Hard and Soft FM including front of house, security, and cleaning services.

Reporting to and working alongside the Account Manager you will lead the onsite team with responsibility for day-to-day operations, contract performance and customer satisfaction.

Ascot are committed to supporting our people and operating as 'One Team' with a 'Partnership' and collaborative approach with our clients.

The job holder will be passionate about service delivery and ensure all activity is focused on adding value to our customer experience. The role will involve extensive customer interactions working to continually evolve and improve our service in line with our customers' expectations and Ascot commitment to 'Continual Improvement Through Innovation.'

As the main point of contact for our people and our customers it is essential that you are a Team player, reliable, consciences and committed to Ascots core values to ensure our exemplary brand standard achieved.

Key Responsibilities and Accountabilities:

Assume responsibility for line management of the workplace team and develop and inspire a professional team enabling them to meet both personal and business targets. Set the example by modelling positive leadership behaviours, continue improvement principles and effective problem solving. Understand all aspects of the Contract including key service deliverables and commercial budgets. Ensure service delivery standards are in line with or exceed contractual service levels and Ascots commitment to excellence. Ensure all operations are completed in line with Ascot Quality Management System

Brilliant Basics

To build and maintain strong relationships with all key stakeholders. To work together with other departments and divisions within the organisation to identify any process improvements and improve standards, efficiency, and profitability. To take responsibility for the presentation, cleanliness, and safety of all the areas of the site. To manage and oversee the day-to-day activity and tasks of the team in line with workflow and process requirements. These will include:- Receptionist duties, Security, Cleaning, Engineering, Janitorial. Ensure all systems are utilised and updated. It is essential that the ServiceDesk is used to manage all variable works and visitor/contractor management. Ensure compliance with the Client's and Ascots Quality, Health, Safety & Environmental processes and policies. Ensure method statements and risk assessments are in place and adhered to by all team members, visitors and contractors. Management of the permits to work system. Carry out regular audits in line with the audit planner to ensure the Workplace is at the highest standards. Carry out regular Toolbox talks with the workplace team to ensure that they are up to speed with processes and procedures.

Customer Experience

Stay close to customers and influencers in the property and ensure the business responds to evolving requirements. Develop robust customer relationships, understanding their expectations, ensuring that services are organised to meet those expectations. To take individual ownership of the development of an exemplary customer service culture within the property, with personal intervention where appropriate. Seek to continually improve the customer service delivery, reviewing, responding to and learning lessons from feedback surveys, implementing change where possible & appropriate. Drive to increase customer testimonials and whilst also reducing/eliminating the reasons for customers to complain. Deliver effective and efficient complaint handling with empathy and understanding.

Benefits:

Attractive benefits package; 24 days annual leave plus bank holidays NEST Pension
Job Type: Full-time

Pay: 50,000.00-55,000.00 per year

Schedule:

Monday to Friday Weekend availability
Language:

English (preferred)
Work Location: In person