As an Assistant Facilities Manager on the Defra contract, you will play a pivotal role in ensuring the safe, compliant, and effective delivery of facility services across a designated regional area. Reporting directly to the Regional Facilities Manager (RFM), you will be responsible for the supervision and line management of the on-site facility staff (Placemakers), as well as overseeing contractors to ensure high standards of service. This position demands close collaboration with Placemaker teams to provide an outstanding workplace experience and act as a primary point of contact for local site customers.
Job Description
In this role, you will support the RFM in achieving contract service standards, performance targets, and customer satisfaction outcomes. You will lead in promoting a strong safety culture by applying safe systems of work and ensuring operational compliance. Your duties will include managing daily scheduling, monitoring attendance, and ensuring that all operational procedures are followed in line with contract requirements. You will also oversee the implementation of site-specific cleaning and service plans, along with business continuity and emergency preparedness strategies. A key part of your responsibility is ensuring that all team members receive the necessary training and development to maintain service excellence.
Key Responsibilities
Support the contract management team in delivering and enhancing service solutions, identifying opportunities for improvement.
Maintain a safe, compliant environment in line with Health & Safety legislation.
Manage Placemakers' rosters to ensure full site coverage, including sickness and absence cover.
Ensure all documentation (e.g., audits, COSHH, H&S, SOPs) is current, accurate, and regularly reviewed.
Oversee recruitment, training, and development of frontline Placemakers.
Deliver services efficiently and with commercial awareness.
Record and manage customer queries and complaints in line with the complaints procedure.
Complete all required reports, paperwork, and administration on schedule.
Maintain strict cost control across materials, consumables, staffing, and agency use.
Drive additional revenue through extra cover, ad hoc work, and service/margin enhancements.
Professional and Personal Competencies/Qualifications
Ideally supervisory experience and a strong understanding of soft services.
Strong organisational and leadership skills, with the ability to work independently while aligning with management direction.
Clear understanding of how service outcomes contribute to contract success.
Effectively manages performance to drive positive business results.
Proactively identifies service improvements to meet customer and contract expectations.
Resolves operational challenges promptly and effectively.
Communicates clearly and leads with confidence.
Reviews individual and team performance to ensure targets are achieved.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
