Role Purpose: To provide exceptional customer service and workplace Leadership to maintain and improve the clients workspace and develop best in class service lines to the workplace environment. Providing leadership, management, and development of a defined contract, ensuring financial, and operational commitments are met and exceeded. Ensure full compliance with QHSE and legislative requirements and best Industry practice. Drive innovation and strong leadership ensuring the delivery of an exceptional service. MAIN DUTIES AND RESPONSIBILITIES * Lead the on-site team, in both Hard and Soft Services and ensure that contractual commitments are met and exceeded. * Ensure QHSE and maintenance records/documentation are maintained and readily available using CBRE systems e.g., Logbooks, Hazard Reports, training & competency records, eLogbook's, PPE, toolbox talks. Issuing to client as requested and during Weekly/Monthly reporting. * Manage CAFM system - Ticket Management System (or client platforms) as a key user on workplaces including PPM records, reactive and progress / close out reporting. * Manage CBRE Vendors on site (via Inductions, RAMS, Permits, Competencies) and ensure all matters relating to Health and Safety legislative requirements are fully documented and understood by all site staff and subcontractors involved in the maintenance of plant and equipment. * Review supply chain partner performance and feedback * Ensure that Method Statements and Risk Assessments are in place for all tasks carried out to ensure safe working practices. * Complete daily hazard hunting and upload all findings to Harbour. Issue Monthly report to client. * Actively identify/implement innovation across the workplace in collaboration with client and line management, to enhance performance and continue to meet client expectations. * To develop a good working relationship with all members of client, CBRE colleagues and supply partner representatives. * Promote and maintain clients culture & CBRE standards throughout your daily activities and drive the same standards through our supply chain partners. * Ensure a professional image of CBRE is presented to client, 3rd parties and visitors, and ensure excellence in customer service is delivered and promoted at all times. * Communicate effectively and build/maintain relationships at all levels within the workplace and with CBRE support points of contact. * Ensuring business policies and processes are effectively communicated and implemented within the contract. * Ensure the provision of healthy and safe working conditions and that both clients and Company health and safety policy and process is effectively implemented across both CBRE and sub-contractors activities and are regularly review. * Ensure optimum staffing structures operate across contracts, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery. * Ensure contracts are staffed by fully competent teams, ensuring post holders are fully competent, and that effective succession planning arrangements are in place * Working with other Operational managers to ensure the collaborative development of the business, effective team working, and support to colleagues. * Manage and develop contract financial plans, Budgets (S1), reduction of WIP, debt, cost reduction and contract growth, and ensure that these are met and exceeded, while also ensuring opportunities for the strategic development. * Ensure appropriate control systems to ensure statutory, policy and contractual commitments are met. * Ensuring customers focus within all areas of operational activities, and that effective relationships are maintained with key client contacts. * Promoting and maintaining the core RISE values of CBRE. * Provision of leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward. * Delivering effective business communication through advice, review, leadership and direct contribution to management and team meetings, briefings, consultation forums, correspondence, publicity, monthly and ad-hoc reporting and other publications, as appropriate. * Supporting the sales process through solutions development, participation in presentations and consultation meetings, hosting visits, and support to mobilisation as required on new contracts. * Provide a learning environment, and appropriate training and development planning. Ensure basic and E Learning training needs are delivered, employees are fully competent to undertake their roles and are able to reach their full future potential. * Attend meetings as required to facilitate the smooth running of the business, document all meetings and issue monthly report to client. * Ensure cleaning meets client standards and complete weekly audits, with findings reviewed and closed out with cleaning management. * Client Engagement & Events - Plan and coordinate client-facing events, including out-of-hours (OOH) activities, to enhance engagement and strengthen relationships. * Facilities Support (PPMs) -Assist the onsite team with Planned Preventative Maintenance tasks, particularly during OOH periods, ensuring minimal disruption and smooth execution. * Asset Management & Planning - Maintain accurate asset records and support strategic planning for lifecycle replacements and upgrades to ensure operational continuity * Project Support - Collaborate with the project team on major upcoming works, providing logistical and administrative support to ensure successful delivery. * Any other reasonable tasks as dictated by the Management and Directors CBRE GWS. Experience: Proven experience in a similar role within facilities management. Accountabilities: - * Organized, able to effectively prioritize and deliver within a dynamic and busy environment * Self-motivated, with ability to work on own initiative * Reporting directly to the CBRE Contract Manager * Accountability to the CBRE functional heads, as appropriate. * Maintains close working relationships with key client representatives. Character: * Excellent motivational and influencing skills, with high levels of personal integrity. * Has vision, and able to communicate this effectively. A role model for customer service excellence and politically astute. * Ability to communicate technical and business problems in a non-technical manner. * Calm manner, able to work under pressure. * Able to make sound decisions when needed. * Analytical, Creative. * Able to contribute effectively across all business activities. * Must have a high level of energy, be self- starters, confident and stable in manner. * Organised, able to effectively prioritise and deliver within a dynamic and high-pressure environment. * Demeanour to manage customer expectations/escalations and shepherd customer concerns in high-pressure scenarios Why CBRE When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values respect, integrity, service and excellence and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants. Applicant AI Use Disclosure We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process. Skills: Facilities Management Administration