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In house Estate Operations Manager – West London – £75k (soft services)
Job Title: Estate Operations Manager
Reporting To: Estate Director
Department: Operations
Line Management: Estate Assistant Operations Manager (Soft Services)
Role Overview:
The Estate Operations Manager at The Estate Services (TES) will fully manage soft service delivery across the estate, ensuring high standards of cleanliness, security, landscaping, waste management, and customer experience across all areas for our tenants & visitors, whilst ensuring all Health & Safety and Environmental compliance is adhered to.
As a proactive leader with a customer-centric focus, the Estate Operations Manager will lead, communicate, and harmonise collaborative delivery with contract partners, ensuring timely communication with the tenants, customers, stakeholders, and the wider TES team.
Key Functions:
Contract Management
- Manage complex and high-value contracts via third-party service providers, ensuring contracts are adhered to and service level agreements (SLAs / KPIs) are met.
- Lead, manage, and deliver all soft service operations, including security, logistics, reception services, cleaning, waste management, pest control, and landscaping, ensuring a consistently high level of service at all times.
- Conduct regular inspections to identify and resolve operational issues proactively and ensure the teams address service-related issues proactively.
- Drive continuous improvement initiatives to enhance service quality and operational efficiency.
People Management
- Manage, motivate, and direct the Estate Assistant Operations Manager.
- Provide leadership and work closely with Contract Managers, ensuring timely, effective communication and direction across complex accounts.
- Strive to create a “one team” ethos with service partner teams.
Compliance
- Conduct regular performance reviews and audits to maintain compliance with Health & Safety, Environmental, and Statutory Regulations.
- Ensure compliance with all relevant UK legislation, including environmental standards.
Procedures / Data Management
- Develop and implement operational strategies, procedures, and documentation to ensure high service standards and efficiency.
- Conduct analysis of data and report where necessary.
- Prepare reports on service performance, incidents, and improvement initiatives where necessary.
Finance Management
- Set, monitor, and control service charge budgets, ensuring cost-effective service delivery without compromising quality. Ensure accurate allocation of costs in conjunction with the Head of Security and Head of Health & Safety.
Occupier, Stakeholder, and Wider Team Engagement:
- Act as a point of contact for occupiers, addressing concerns and promptly resolving issues.
- Support the delivery of high-quality customer service to enhance occupiers’ satisfaction and retention.
- Establish and maintain strong relationships with stakeholders, including property owners, service providers, and local authorities.
- Work closely with the Technical Services Fabric Manager, Head of Health & Safety, and Head of Security, while communicating across the wider team as and when required.
Engagement and Communication
- Leadership:Promote and instil The Estate Services’ vision and values within the team, ensuring adherence to these standards.
- TES Collaboration:Maintain regular communication with all TES departments.
- Stakeholder Liaison:Establish and maintain effective communication channels with occupiers, statutory authorities, and other stakeholders.
- Innovation and Best Practices Implementation:Promote the integration of industry best practices and innovative solutions to improve overall service delivery and operational efficiency.
Key Requirements:
- Proven experience in Estate/Facilities Management with a focus on full-soft service delivery.
- Strong knowledge of high-value and complex soft service contracts and supplier implementation and management within prestigious, high-footfall mixed-use estates.
- Excellent leadership and people management skills.
- Incident management experience.
- Strong understanding of UK Health & Safety regulations and compliance requirements.
- Ability to analyse data and performance metrics to drive efficiency and improvements.
- Excellent communication and stakeholder management skills.
- Proven MS Office ability, specifically within Excel.
- Financial acumen with experience in budget management and cost control.
- Relevant qualifications in facilities management, Health & Safety, or a related field (e.g., NEBOSH, IOSH) & SIA License is desirable.
Workplace and Flexibility:
- Office Location:West London
- Work Pattern:This is a site-based position working 5 days out of 7 with the flexibility to support the business as and when required.
- The Estate Operations Manager will hold “on-call” duties for emergency responses, a responsibility shared evenly throughout the year with other department heads and managers, ensuring readiness and operational continuity.
The Estate is committed to building a diverse and inclusive team. We welcome and encourage applications regardless of background or identity and strive to create an environment where everyone feels respected and valued.
Benefits
- 28 days annual leave plus 8 bank holidays
- Enhanced pension – employee contribution 4%, company contribution 5% – AXA
- Private medical and dental plans (once you have successfully passed probation)
- Life assurance – 4x basic salary
- EAP service via AXA
- Free VDU eye care voucher
- Enhanced company sick pay
- Season ticket loans (once you have successfully passed probation)
- Ride to work scheme
Glenn Steed