Senior FM/Account Lead

Senior FM/Account Lead Ref: VN136 Northampton

About Us

At Macro, you get the best of both worlds: a well-established industry leader with global presence and a roster of blue-chip clients, and a people-centric business with a friendly and supportive culture. In other words, when you join Macro, you can seriously accelerate your career, all while having fun with colleagues invested in your success.

About the Role

In this role, you will ensure the provision of efficient, consistent and effective operational management of the contract, including profit and budget management, while ensuring professional and proactive management of the client’s property and facilities support services.

You will provide innovation, leadership and best practice to the operational service provision across the portfolio and to provide specialist advice and operational support to the regional facilities teams.

You will act as line manager to the Facilities Management team and lead them to deliver the contractual requirements and objectives.

You will deliver excellent customer service to exceed the client’s expectations through strategic planning and continuous re-engineering of service delivery and standards.

You will manage relationship with key stakeholders, including Client, Supply Chain and internal Macro teams.

You will design and process management information.

Main Job Responsibilities

Overall responsibility for service and contract compliance within the area of responsibility, ensuring all services meet client requirements and standards.

Ensure that local FM operations are being delivered in line with the contractual requirements, operating processes and procedure.

Maintain customer satisfaction at the highest level by providing high quality and pro-active service.

Manage the daily interface between Helpdesk and customers to ensure Service Level Agreements are met and exceeded.

Maintain good communication with CPSH users and stakeholders, ensuring that any feedback from failures or incidents is fully reported.

Become a recognised figure head for the facilities operation and integrate with client FM and operations teams by building strong customer relationships.

Ensure that any customer concerns are dealt with effectively and communicated.

General Responsibilities

Manage available resources, promote an ethos of team work and instill a culture of continuous improvement.

Develop and coach the Facilities Team as part of their development, actively managing opportunities and aspirations.

People management - line management of staff through mentoring, developing, coaching and appraising.

Monitor contracts through key management staff, ensuring value for money and innovative service is provided.

Deliver quality services in a cost-effective and operationally effective manner.

Demonstrate value-add by showing continuous improvement through performance measurement.

Manage and control of budgets, financial targets, forecasting and financial processes.

Produce timely and accurate reports with narration on all variances, attend meetings with client and assist with the preparation of reports.

Develop and maintain strong relationships within the client organisation and Macro.

Provide strategic and technical support, offering general advice to customers, peers and the team.

Own and manage H&S system compliance to including supply chain activity, while undertaking contractual compliance and audits.

About You

The ideal candidate will have:

A good understanding of FM services and compliance.

Effective communication and teamwork.

Strong people management skills.

Customer focussed approach.

Ability to accept change and work flexibly.

Good numeracy skills.

Pragmatism with a sense of humour.

A positive attitude.

Educated to Higher National Diploma or A level standard

Professional qualification.

Recognised HS&E qualification (IOSH, NEBOSH).

They will have a great advantage if they possess:

Business development experience in sales and/or marketing.

Strong negotiation skills.

Established network within the FM industry.

Commercial acumen.

Experience with data analytics reporting.

Experience with CAFM system(s).

Experience in merchant, warehouse or distribution environments.

Professional qualification or business related degree.

Corporate membership in a relevant professional institution.

Diversity Statement

Macro is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria below, please apply as you may still be suitable for this role or another role within our organisation. Should you require any adjustments to assist during the application/hiring process please do make us aware