Support Office Building Lead - 39 hours

Location: Handforth (Cheshire) 

This role requires candidates to be on-site 5 days a week

We’re on a mission to create the best pet care business in the world. And that means offering a whole ecosystem of services - from diet and lifestyle to grooming and veterinary care. All from one convenient, accessible source. We believe in the power of pets. They make us think and they make us care. And because they give us their best, we’re looking for people to help us to give them ours. And that’s where you come in.

As Support Office Building Lead you will oversee the operational Facilities Management across three support offices in Handforth, ensuring all activities align with company values, relevant legislation, and the broader Facilities Management (FM) strategy. As well as leading and managing a team comprising five direct reports, maintaining high standards of service delivery in accordance with established SLAs.

critical aspect of this role is effective communication and relationship management with both internal and external stakeholders. Strong people management and negotiation skills are essential, alongside the ability to solve problems, influence decisions and efficiently launch new services. The role also encompasses asset lifecycle expenditure (Capex) and operational expenditure (Opex) budgets for presentation and approval. dditionally, the support office lead will manage space utilization, ensure compliance with the Construction (Design and Management) (CDM) regulations, oversee safe systems of work and apply company policies consistently across operations.

The position also requires flexibility to provide operational management coverage for other Facilities Managers during absences, such as those handling Store Reactive Facilities Management and Soft Services. This includes engagement with senior and executive stakeholders as needed. Exemplary budget management is a critical requirement, as the role is involved in preparing and managing Opex and Compliance budgets. Regular monthly updates and attendance at meetings to discuss operational and financial performance are also key responsibilities.

This is a challenging and rewarding role, requiring a highly motivated and professional individual. The support office lead will play a pivotal role in the success of the support office operations by overseeing Reception, Caretaking, and Building Management teams. The role also involves managing risks, supporting small projects and consistently delivering exceptional service standards.

Key Responsibilities

People Management

Performance

• Setting clear expectations, goals and KPI’s
• Conduct regular performance reviews including quarterly Great Conversation appraisal
• Provide constructive feedback and recognise achievements
• Identify strengths and areas for improvement.

Communication

• Facilitate regular One to One “Coffee & Catch Up” sessions for open communication
• Lead monthly team meetings and Team brief sessions as needed

Absence and timekeeping

• Monitor and manage team absence and timekeeping effectively

Training and development

• Identify and implement opportunities for skill development and career growth

Conflict resolution

• Address and resolve any conflicts promptly and fairly

Recruitment and onboarding

• Manage the hiring process and ensure a seamless onboarding experience

Team building, motivation and engagement

• Foster team motivation, build cohesion and drive engagement

Policy and Procedure Management

• Develop and manage procedures with a focus on service excellence
• Ensure policies are service-oriented and implemented effectively

Service KPI

• Manage and monitor service KPI’s to align with contractual obligations and audit controls
• Drive service levels to deliver a customer experience consistent with company values.

Contractor Management

• Oversee support office contractors, ensuring performance is managed through established and implemented KPIs
• Monitor contractor compliance with company values, health and safety standards, risk management protocols, and financial criteria
• Develop and lead new trials with contractors, focusing on projects, space utilisation, services and supplies
• Network and build relationships with industry leaders to identify opportunities for service improvement and innovation.

Budget

• Ensure budgets are delivered in line with the agreed Facilities allocation.
• Lead discussions on budget performance during period finance review and FM Meetings with stakeholders, providing updates on saving opportunities, risk mitigation and reforecasting needs.
• Mange team invoice processing to ensure contractors are paid within SLA requirements, while identifying savings opportunities related to non-achieved service KPIs.

Risk Management

• Ensure the support office is complies with current legislation and regulatory requirements.
• Manage audits of contractor services to ensure safe systems of work are followed and appropriate permit management is in place
• Regularly review contractor RAMS (Risk assessments and method statements) to ensure risks are identified and mitigated where possible
• Oversee Health and Safety inspections and action plans, ensuring compliance and maintaining accurate documentation.
• Demonstrates a strong commitment to customer service by ensuring that building operations are responsive to the needs of colleagues, and visitors, that they are well maintained and continue to be a welcoming environment.
• Regular Compliance, Health and Safety and Security audits

About You – Essential

• 2 years minimum managing a team
• NEBOSH
• Facilities Management
• Building Services
• Business Administration
• People Skills
• Customer Service
• Proficient in Microsoft Office and general IT literacy
• Contract Management
• Project management
• Risk and budget management
• Health & Safety Legislation

Desirable

• IOSH Managing Safely
• IOSH Working Safely
• IWFM
• People Management Diploma

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you