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Job Descrption

About Plantation Wharf

Plantation Wharf is a prestigious 1980s riverside development of over 250 apartments, commercial space and live-work units.

Our open but private development comprises several apartment buildings, houses, office blocks, communal gardens, extensive secure underground parking, on the south bank of the Thames in Battersea. We employ our on-site staff, and our managing agent is Fry & Co.

Job Overview

The Board of Plantation Wharf Management Ltd seeks an on-site Facilities Manager in a full-time role. The development is in the process of restructuring its staffing to meet the immediate and future needs of the development, including health and safety, security, routine repairs and maintenance, and capital expenditure projects. The role is customer facing and a high level of customer interaction is required in looking after the needs of the leaseholders, tenants and other stakeholders. The Facilities Manager will work closely with a supportive board of directors and... our attentive managing agent, and the successful candidate will supervise/manage a team of day and night concierges and cleaners.

The Role – Summary

This is a brand-new role, overseeing several members of staff, with the team working together to serve the board of directors, leaseholders, all residents and commercial tenants to the highest standards. The new role includes an increased emphasis on health, safety and security, in line with the changing legislative landscape. It also includes a closer supervisory role of routine repairs, maintenance and compliance matters, and the full understanding and assistance with the execution of a long-term capital expenditure programme. The development is preparing to execute programmes of major works and upgrades, and it is important that the candidate is au fait with complex plant and equipment and confident of liaison with M&E engineers, building surveyors, maintenance contractors, health and safety consultants and other professionals engaged by the board via our managing agent.

The Facilities Manager will be responsible for overseeing security on site, day and night, via suitably trained concierges. This is a safe development with a low crime rate that contains a combination of natural and CCTV deterrents, and all stakeholders would like this to stay this way. The concierges will be on a 4 days on, 4 days off rota including weekends. There will be one concierge on site during the day and one during the night shift, and both will fulfil a multi-faceted role, supporting you and your efforts to ensure that site safety and security is maintained while day-to-day queries are answered, whatever the hour. The concierges will enjoy a busy, customer-facing role, in line with any prestigious London development, ensuring that residents and tenants are supported, whatever their query. The Facilities Manager role also includes the supervision of the employed cleaners, who work Monday to Friday.

Liaising with and reporting into the board via the managing agent will be fluid. The candidate will be expected to use the computer systems and smart devices provided.

The Role – Detail

The role will be busy and multi-faceted and will include the following, whether delivered directly by you or via other members of the on-site team.

General

§ Being as the focal point for activities on site.

§ Maintain a strong sense of pride in the development which should rub off on others.

§ Always acting helpfully and courteously.

§ Managing the client relationship proactively, reporting to the board/managing agents at required intervals in the agreed formats.

§ Using the systems at your disposal, to track and action a wide range of issues, adhere to KPIs and be able to show the directors and managing agent the status of all issues.

§ Whilst on duty you should be of smart appearance and formally dressed at all times – and ensure the staff are appropriately attired for their job when they are on site.

Residents

§ Meet regularly with individual leaseholder residents to identify and agree what support they may need, and where appropriate, offer video calls to leaseholders living elsewhere.

§ Ensuring that residents are greeted and acknowledged when coming and going.

§ Maintain a constant presence at the front desk of the estate office to ensure visitors are dealt with promptly.

§ Assist leaseholders and tenants, either via telephone or in person regarding maintenance issues, complaints, emergencies and additional requests.

§ Using Dwellant, the online leaseholder portal, keeping estate information up to date, maintaining the online calendars for contractors and vehicle entry, and crucially, the contact details for all residents, including leaseholders’ subtenants, noting their status.

§ Manage the registered mail/package/parcel handling service - overseeing deliveries on behalf of residents, keeping registered mail and parcels safe/secure, advising residents of deliveries via Concierge HV [or another system] and handing these over to the residents.

§ Dealing with keys and fobs in the required manner, ensuring they are correctly checked in and out, using the software and hardware provided. Holding residents’ keys securely and strictly in line with the key handling procedure.

§ Handling any problems / complaints from residents effectively and efficiently.

§ To assist with the move-ins and move-outs of all residents to ensure that no damage or blockages occur in the communal areas.

Staff Management and Training

§ To manage the team of front-of-house concierges and the cleaners, ensuring that they are carrying out their duties and that they deliver the correct level of service to residents and guests.

§ Effective management of the staff ensuring that their work is to a high standard and they remain motivated.

§ Provide a visible presence of on-site management at times of peak resident movement, i.e. mornings and evenings.

§ Rostering of the team and ensuring that there is adequate cover at all times.

§ Identify individual and team learning and development needs and plan to meet these in conjunction with learning and development of staff. This is in addition to regular, health and safety focussed training that you will ensure the staff receives.

§ Ensure regular planning and reviews are carried out to address performance and provide coaching and mentoring.

§ Arrange induction training of new staff on all procedures and to ensure their development going forward is encouraged.

§ Assist in the development of new initiatives. This will include training and standardisation of procedures to ensure consistent performance of the team.

§ Manage the electronic daybook where (with the assistance of the staff) all significant events and issues which arise at the development are recorded.

§ Produce a set of standard operating procedures with the assistance of the managing agent, and ensure these are updated at appropriate intervals.

§ Maintain records of sickness and absence of all staff and submit the relevant forms to the managing agents as necessary

§ Maintain holiday and overtime records of all staff and submit the relevant forms to the managing agents as necessary.

§ Provide monthly staffing reports in the agreed format to the managing agent.

§ Be flexible and undertake reasonable additional duties as required especially in the absence of team members.

§ Ensuring that there is a good handover from one shift to another.

Repairs and Maintenance

§ Placing works/purchase orders and matching the same to invoices which you will authorise

§ Supporting the managing agent with the issuing of section 20 notices (Notice of Intention, Statement of Estates, Notice of Reasons) and assist with the project management of major internal and external works along with the relevant surveyor, engineer or other professional consultant.

§ Make sure that shared spaces such as corridors and leisure facilities are welcoming and well cared for.

§ Ensure that all planned maintenance is carried out in line with the service schedules, in terms of value and quality.

§ Assist the managing agent with periodic updates of a planned maintenance programme and capital expenditure plan in order to provide a basis for calculating reserve/sinking fund contributions.

§ Adhere to a contractor vetting process as agreed with the managing agent.

§ Record contractor time on site and have the records available when approving invoices.

§ Monitor and review daily works completed by contractors, ensuring they are working within the agreed method statements and risk assessments provided, and permits to work are issued for high risk activities.

§ Educate and supervise contractors to ensure they take their waste with them when they leave site.

§ Maintain records of central stores for consumables (light bulbs, cleaning supplies, key blanks, etc) in a well-organised manner, ensuring that an appropriate quantity is always available and have been procured via approved sources.

§ Signing contractors in and out of the estate, ensuring all contractor permits to work are completed and accompanied by risk assessments and method statements (RAMS) where applicable.

§ Ensuring any vehicle that may be allowed onto the development is parked in an authorised area.

§ Checking that contractors do not cause any damage to the common parts of the development.

§ Take meter readings for communal utilities and pass these to the energy consultant appointed.

Inspections and Health & Safety

§ Ensure the development is a safe place to live, work and visit, including the estate office, which must be tidy at all times.

§ Undertake regular inspections of the estate, common parts, parking and plant rooms, with particular attention to health and safety, security and aesthetics.

§ Work with the managing agent to produce a health safety policy management system.

§ Ensure that all accidents and near misses are logged accordingly and appropriate actions are taken.

§ Liaise with appointed health and safety consultants to ensure risk assessments are carried out at recommended intervals and actions are seen through to completion in the recommended timeframe.

§ Ensure you are abreast of the relevant parts of the Building Safety Act 2022, Fire Safety (England) Regulations 2022, Fire Safety Act 2021, and any other health and safety legislation affecting your role. You will be guided by the managing agent in respect of the legislation, and through the agent, ongoing health and safety training will be provided.

§ Routinely check all security systems, logging and reporting any faults to the relevant service provider.

§ Carry out testing of the fire alarm system and emergency lighting via the concierges, once trained to do so.

§ Maintain accurate records for key infrastructure and services, both in the common areas and apartments including location of shut-off water valves, and switches for gas and electricity.

§ Organising workplace risk assessments for the estate office, including workstation/display screen risk assessments and portable appliance testing (PAT).

§ To use the software required to track health and safety tasks and actions, and to use the software to save compliance documents, such as risk assessments, certification, floor plans and more.

§ Liaise as necessary with the relevant authorities in regard to security matters, checking with the managing agent before providing private information of any sort.

Urgent Matters and Emergencies

§ Respond to emergency situations occurring during working and off duty hours and provide assistance to the emergency services and residents in the event of an emergency, liaising with any appointed maintenance helpdesk service and insurers/claims administrators as necessary.

§ Deal with urgent events and emergencies (e.g. flood, fire, intruders) in accordance with standard operating procedures that you contribute to compiling and keeping up to date.

§ Deal with non-emergency urgent matters appropriately, choosing the method of communication appropriate to the urgency.

Insurance

§ Follow the prescribed insurance claims process in support of the building and residents’ requirements. This should include taking photographs, organising trace and access, logging of the incident with the insurance broker/claims administrator, recording the process of claims and supporting leaseholders in their liaison with the broker/claims’ administrator.

§ Support the managing agent as required when the agent is procuring insurances and general insurance matters such as access for engineering insurance inspectors.

§ Ensure employers’ liability insurance is up to date and the certificate is on display on site.

Lease and Legal

§ Be aware of the key lease covenants and ensure leaseholders abide by the terms of their leases, referring to the managing agent before taking action in respect of any potential lease breaches.

§ Assisting the managing agent when liaison with solicitors is required, including answering legal enquiries (i.e. LPE1/2) prior to sale of a flat and licences to assign/deeds of covenant as are necessary.

§ Assisting the managing agent with leaseholders’ applications for alterations, including formal licences to alter as are required, with a particular emphasis on spotting unauthorised works, and keeping a close eye on contractors on site.

§ Maintain at least the minimum number of hours CPD required by your membership of the IWFM, IRPM, RICS or IOSH, and generally keep abreast of changes in landlord and tenant and other legislation that affects your role.

§ Manage data confidentially and diligently, in accordance with the relevant data protection legislation, referring to the managing agent if in any doubt.

§ Comply with the latest edition of the RICS Service Charge Residential Management Code.

Reporting, Documents and Brand

§ Adhere to the brand guidelines set by the managing agent and board.

§ Preparation and issue of reports using company templates according to the brand guidelines in place.

§ Report to the managing agent at agreed intervals in the prescribed format(s).

§ Together with the Managing Agent compile and keep up to date a handbook to guide staff as to how to deal processes and procedures that form part of their role. The handbook will provide details of all contracts, emergency contact telephone numbers and the telephone numbers of specific contractors who work at the development. The handbook will document the location and function of plant and equipment throughout the development.

Service Charge, Invoices

§ Assist the managing agent in the preparation of the annual service charge budget and update of the capital expenditure plan.

§ Process and approve supplier invoices for payment through online systems provided, in accordance with your specific level of authorisation.

§ Liaise with the appointed managing agent producing the service charge demands and carry out quality checks on the accuracy of the demands and how they are served.

§ Liaise with the managing agent on matters of banking, purchase ledger, financial report, debt control and year-end accounting routines, if necessary.

§ Assisting the appointed company registrar in the organisation of AGMs and adherence to Companies House requirements.

§ Discussing with the managing agent regular income and expenditure reviews including ‘budget vs actual’ to stay abreast of the financial health of the estate.

Ideal Candidate Requirements

§ One or more of IWFM, IOSH, IRPM, RICS qualifications

§ Minimum 5 years working in residential estate management or residential facilities management, with experience of major works projects and familiarity with M&E plant.

§ Professional, confident, and articulate verbal communication and interpersonal skills, with the ability to build relationships with a wide range of stakeholders.

§ A resolution-focussed mentality, creative in your approach, able to work autonomously, and in time, able to recognise when and when not to consult the managing agent or board of directors.

§ Keen to propose new ideas, keen to suggest changes for the better, and to see them through.

§ Demonstrable track record of managing site staff.

§ Genuine interest in the built environment, supported by activities undertaken in own time

§ Experience of problem-solving and recognising the need to engage the right experts at the right time

§ Effective organisational skills, with the ability to prioritise a varied and busy workload, and working under pressure to meet deadlines

§ Accurate and fluent written skills, with attention to detail and ability to prepare a range of written material for different audiences.

§ Excellent numeracy skills and attention to detail, with the ability to analyse data.

§ Highly computer literate (Microsoft skills essential; experience of property management software and Dwellant desirable)

§ Commercial acumen, demonstrating an understanding of commercial reality

§ Have experience in using websites

§ Living within a commutable distance of Plantation Wharf.

If you do not fulfil all the requirements but feel that the skills you possess are of a high standard, please do get in touch.

Applicants should send their CV with covering letter to Nick Regnier Cledor Director (Agent) at nick@cledor.co.uk

Job Types: Full-time, Permanent

Pay: £40,000.00-£50,000.00 per year

Additional pay:
• Performance bonus

Benefits:
• Company pension
• Free parking
• On-site parking

Schedule:
• 8 hour shift
• Holidays
• Monday to Friday

Experience:
• Facilities management: 3 years (required)
• Organisational skills: 3 years (required)
• Leadership: 3 years (required)
• Numeracy: 5 years (required)

Work Location: In person

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