Head of Soft Services

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Head of Soft Services

Facilities

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London, South East

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£65000 - £75000 per annum

Consultant name: Chris Chitty

Head of Soft Services
Facilities Management
London Heathrow
£65,000 to £75,000
 
PRS are working with the TFM Service Provider running a soft services FM contract on Heathrow airport, to recruit a Head of Soft Services.  In the role of Head of Soft Services we are looking for someone to manage the Soft Services provision to deliver services within the Heathrow Campus and to ensure services meet the requirements of the department and its internal and external customers.
 
Role Purpose
The head of soft services role will be a senior leadership and management role within the Heathrow unitary management structure, reporting through to the Account Director, your role is to ensure the comprehensive governance, tactical and operational management of the airport’s complex hygiene services I maintained in line with contractual requirements and clients expectation, this will include comprehensive logistical deployment and management of a significant work force, it is essential that you are people focused and standards driven.
 
The role’s prime focus is on providing the passengers of Heathrow an exemplar service by delivering all that is pledged in the contract and its associated key performance indicators, the role works harmoniously in partnership with the client so strong communication skills are essential.
 
Responsibilities of the role:

  • Manage the Soft Services provision together with any other facilities management FM contractors or service providers that may be required to deliver services within the Heathrow Campus and extended premises, ensuring services meet the requirements of the department and its internal and external customers.
  • Develop and maintain communication structures with suppliers & service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
  • Conduct regular reviews / audits of Management Information to determine trends and ensure workspaces are operating efficiently and being managed in accordance with departmental strategy, ensuring opportunities for improvement and innovation are highlighted and reported.
  • Work in partnership with contractors & FM service provider to ensure a safe working environment meeting all statutory, contractual obligations including departmental sustainability requirements.
  • In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
  • Act as the focal point of all key client soft services related issues – understand issues from a client perspective and work appropriately.
  • Ensure that all services are coordinated for project works (major and minor works, churn etc.) that affect key client areas.
  • Ensuring that client satisfaction levels always remain a prime focus.
  • Maintain the highest standards of presentation, personal integrity, hygiene, and customer support

 
Person specification

  • Work in partnership with contractors & FM service provider to ensure a safe working environment meeting all statutory, contractual obligations including departmental sustainability requirements.
  • In the event of a reactive issue ensure that the right resources have been deployed as quickly as possible and assist in overseeing the issue until the matter is resolved. Assist in the deployment of additional resources as required. Ensure accurate communications with the client and end customers throughout the duration of the issue.
  • Act as the focal point of all key client soft services related issues – understand issues from a client perspective and work appropriately.
  • Ensure that all services are coordinated for project works (major and minor works, churn etc.) that affect key client areas.
  • Ensuring that client satisfaction levels always remain a prime focus.
  • Maintain the highest standards of presentation, personal integrity, hygiene, and customer support.

 
 
 
 

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