Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.
We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.
Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.
About the Role
The role is responsible for managing the day-to-day delivery of facilities management services, including cleaning, mechanical and electrical (M&E), security and front-of-house (where applicable), ensuring that the highest standards of customer service and quality are maintained at all times while also delivering value for money.
The role is responsible for ensuring the timely delivery of routine maintenance and services to the allocated directorate and managing service delivery by our service partners to ensure compliance with Service Level Agreements (SLAs). The postholder will act as a point of escalation for any issues arising and serve as the key contact for matters requiring communication to the Senior Operations Manager.
The allocated directorate for this role includes Community Hubs, the client’s main Hubs (offices), and Corporate Sites. The role requires attendance at the main office three times a week, with visits to other hubs as required. The postholder will develop strong relationships with stakeholders and colleagues across the business and take ownership of service delivery to the Council.
Main Responsibilities
- Manage the Facilities Team function across the client’s core hub locations, delivering high performance and an exceptional business support service to all internal and external stakeholders.
- Provide effective and professional guidance to the team, including setting task deadlines, monitoring performance, and conducting performance appraisals.
- Effectively manage the day-to-day delivery of soft and hard facilities management services to the client through designated suppliers, ensuring that the highest standards are achieved across Corporate and Community Hubs.
- Implement and utilise processes in line with Macro’s purpose, values, best practices, policies, and procedures.
- Deliver results through strong people and performance management skills, evaluating options, developing solutions, and making effective decisions.
- Communicate effectively and demonstrate strong influencing skills.
- Demonstrate experience working with outsourced facilities management (FM) providers.
- Work within the approved budget and recommend potential cost savings.
- Deliver small scale projects on behalf of the client.
- Keep abreast of developments in the FM market and demonstrate a commitment to professional development.
- Lead customer care initiatives and support service teams to ensure very high levels of customer satisfaction among all client staff, as part of Macro’s commitment to everyday excellence.
- Implement continuous improvement across all service lines to deliver added value and control costs, creating everlasting impact.
- Assist the Senior Leadership Team in achieving strategic targets and goals.
- Participate in the Duty Manager rota and provide call-out support when required, including attending site at weekends if necessary.
- Support the team through regular inspections of records to ensure that relevant statutory work is completed in accordance with service contracts and national legislation.
- Work closely with and support the wider Macro team across the client’s portfolio as required, ensuring consistent service standards and sharing best practices.
- Provide day-to-day Health, Safety, Security and Environment (HSSE) management on site, including:
- Managing the training database.
- Reviewing, arranging, and implementing Display Screen Equipment (DSE) assessments, risk assessments (RAs), and ergonomic assessments with the client’s approved supplier, as required.
- Investigating and reporting accidents and incidents.
- Arranging training for fire wardens and first aiders.
- Arranging return-to-work and pregnancy assessments, as required.
- Updating the client’s internal intranet site on HSSE matters.
- Managing devices and promoting wellbeing campaigns.
- Maintaining site-specific signage and communication points.
- Carry out site visits as required to inspect, supervise, and audit work undertaken by suppliers.
- Identify compliance gaps across the portfolio and make recommendations for improvements.
- Monitor weekly building audits and log associated work orders to address identified issues.
- Deliver a range of administrative and/or customer service activities in support of existing systems and processes, ensuring agreed standards are met to maximise service quality and continuity.
- Maintain high standards of health, safety, and welfare at work, taking reasonable care of personal health and safety and that of others.
- Have regard to and comply with safeguarding policies and procedures, as appropriate.
- Ensure a safety-first approach and proactively foster a culture in which safety is discussed openly.
- Fulfil QHSE responsibilities by ensuring that Macro’s systems and processes are followed and proactively managing risks to both the client and Macro.
About You
The ideal candidate will have:
- Previous facilities management experience within a corporate FM environment, covering multiple properties. An IWFM Level 3 qualification or higher is desirable.
- A NEBOSH or IOSH certification in health and safety, along with a relevant professional qualification and knowledge of health and safety management.
- Working knowledge of MS Word, Excel, and PowerPoint.
- Experience overseeing security systems and services across a large portfolio.
- Strong digital skills and confidence using technology.
- The ability to build lasting client relationships and lead strong, motivated teams.
Diversity Statement
We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally. Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity. Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.
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