Assistant Facilities Manager
The Instant Group
Manila, PH
4d ago

Role Purpose

Reporting to the Client Services Manager this role is responsible for managing local client relationships and delivery of services to those clients.  Within the role you will have responsibility for any Instant services (as well as hard FM and soft services) delivered to your local clients.

You will require a full understanding of your clients’ requirements to ensure that solutions are delivered to time, budget & to client satisfaction.  You will also be expected to recognise opportunities for selling additional services to clients.  

You will integrate seamlessly with the client contacts while still adhering to Instant’s values and keeping an eye on the commercial aspects of the contract. 

Key Responsibilities

  • Act as second in command to the Client Services Manager (holiday cover etc.) escalating as appropriate to the Senior Client Services Manager
  • To support delivery of contracted Facilities Management services to our client with exceptional customer service and delivery whilst driving best in class H&S delivery practices
  • Support effective account and client relationship management through identifying and developing strong working relationships with key client contacts, decision makers and influencers
  • Manage clients proactively and professionally to ensure expectations are exceeded
  • Support the resolving of any client escalation of issues they encounter with the office (landlord or service providers).
  • Support monthly and quarterly forecasting, reporting and invoicing, using iWMS and other software packages as required and advised
  • Management of hard and soft services delivery on site including managing outsourced service providers (reception, security, cleaning and M&E teams)
  • Ensuring compliance with statutory, client and Instant H&S and operational policies
  • Experience and understanding of operational budgets
  • Raising purchase orders, quotations etc.
  • General project and team administration
  • Management of the access control system
  • Ordering items for the client and Instant use 
  • Logging helpdesk jobs and providing reporting ad hoc and regular
  • Review and obtain approval on Risk Assessment & Work Method Statement (RAMS)
  • Track the completion of maintenance activity per agreed frequency
  • Monitor and analysis of consumption data (electricity, water, waste management)

Background and Experience

  • Client relationship management skills 
  • Proven account development experience
  • Experience of managing service providers, SLAs/KPIs
  • Problem solving
  • A good understanding of outsourcing and outsourcing processes; particularly FM and related services
  • Some experience of P&L management
  • High level of spoken English

Key Skills and Competencies

  • Strong client relationship management and account development experience and skills
  • Excellent communication and interpersonal skills
  • Exceptional organisational skills
  • Flexible and adaptable approach to work
  • Able to prioritise workload and to multi-task
  • Problem solving 
  • Shows initiative 
  • Engaging personality
  • Extensive outsourced FM service delivery experience  
  • Experience of managing service providers, SLAs/KPIs
  • A good understanding of outsourcing and outsourcing processes; particularly FM and related services
  • Good working knowledge of H&S in the work place desirable
  • P&L management

About The Instant Group
Founded in 1999, The Instant Group is a workspace innovation company that rethinks workspace on behalf of its clients injecting flexibility, reducing cost and driving enterprise performance. Instant places more than 11,000 companies a year in flexible workspace such as serviced, coworking or managed offices including Amazon, Barclays, Prudential,, Shell, Capita, Serco, Teleperformance and Worldpay making it the market leader in flexible workspace. 

Its listings’ platform hosts more than 15,000 flexible workspace centres across the world and is the only site of its kind to represent the global market, providing a service to FTSE 100, Fortune 500, and SME clients.  

In 2019 Instant acquired Incendium Consulting Ltd, an independent corporate real estate consultancy that provides large real estate services procurement, consulting, talent and change management programmes to blue-chip clients. Together, Instant and Incendium give clients access to independent market-leading consultancy, world class data and delivery options that transform their approach to workplace in what is a truly distinct offer in the market.

With offices in London, Newcastle, Berlin, Budapest, Haifa, Istanbul, Paris, Dallas, New York, San Francisco, Hong Kong, Kuala Lumpur, Manila, Singapore and Sydney, Instant employs 300 experts and has clients in more than 150 countries. Instant is ranked #28 in the 2019 Sunday Times HSBC International Track 200.

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