The Role

This role is responsible for managing all aspects of FM operational delivery and client relationships for a portfolio of client locations. You will have full responsibility for any Facilities & Workplace services, including the performance of outsourced suppliers, your clients’ satisfaction, service experience, and the commercial performance of each location.
 
Supported by a strong team, you will take a leading role in the contract’s success, including but not limited to; client engagement, supplier relationship management, owning all escalations, monthly reporting, and account plans.
 
You will mobilise new client locations to the agreed specification and take all opportunities to demonstrate Instant as a best in class, complete property solution. You will network within your clients’ organisation to achieve excellent relationships, delivering Instant’s values and keeping a firm focus on the statutory and commercial aspects of each contract. You will succeed through supporting the creation and implementation of business resilience processes and collaborating with colleagues.

What will you be doing?

Leadership & Team Management

• Direct line management of the onsite community team, setting clear objectives and ensuring timely completion of L&D.
• Oversee HR processes including holiday/resilience planning, handovers, and succession planning.
• Contribute to the annual team plan and support Tier 2 supplier management.

Facilities & Service Delivery

• Ensure hard and soft FM services meet SLAs, compliance, cost, and reporting standards; intervene where needed.
• Own all building/service compliance activities, including remedials and inspections (e.g. FRA, cleaning audits).
• Proactively resolve service issues, complaints, failed visits, and drive continuous process improvement.

Stakeholder & Supplier Relations

• Build strong relationships with clients, suppliers, landlords, tenants, and internal teams to ensure seamless delivery and communication.
• Manage landlord services and ensure service charge obligations are fulfilled.

Operational Excellence & Reporting

• Maintain high visibility across the portfolio to improve the workplace experience through engagement and feedback.
• Provide accurate, timely reporting (monthly/quarterly) and support client H&S activities.
• Lead incident management and communication, including out-of-hours support and reporting.

Commercial & Strategic Support

• Scrutinise and justify portfolio costs, manage recharges, and identify upselling opportunities.
• Oversee mobilisation/demobilisation of client sites and collaborate with internal teams (Solutions Delivery, Property) for successful outcomes.
• Ensure full compliance with regulatory and H&S requirements.
  
  
  

Skills and Experience

• Superior client relationship management skills, with an awareness of Account Management principles.
• Great hard & soft Facilities Management experience essential. Working technical knowledge essential. IWFM qualification desirable.
• Experience in managing effective and positive relationships with outsourced suppliers, Helpdesk etc.
• Good working knowledge of H&S in the workplace is essential. IOSH/NEBOSH desirable.
• Experience of property operations in a commercial property environment advantageous.
• Previous incident management experience/responsibility would be advantageous.
• Experience of creating operational reports for external stakeholders
• You are passionate about results but also how they are achieved: You possess Change Management & Continuous improvement skills, to help you scrutinise processes, identify & implement changes, seek feedback and improve long-term resilience.
• Excellent relationship building skills, with the ability to challenge, influence and give advice to clients.
• You can be depended on in an emergency, keeping a cool head to coordinate an incident response.
• You will be open to travel and flexible to changing priorities. You are able to manage multiple tasks and prioritise workload effectively, particularly across multiple locations.
• You take ownership for your output, results and client feedback.
• Good commercial acumen. You will be required to take ownership of financial matters for your clients.
• Engaging personality, with confidence in your abilities but a willingness to learn & improve.