Residential Facilities Manager

• Customer Experience & Resident Engagement (Core Focus)
• Act as the primary contact for residents, ensuring a high-quality, responsive service
• Manage and resolve resident queries, complaints, and service requests in a timely and professional manner
• Deliver clear, proactive communication on: Planned works, Disruptions and Safety updates
• Build strong relationships with residents, managing expectations and driving satisfaction
• Work closely with agents (e.g. lettings/managing agents) to ensure seamless resident experience
• Monitor feedback and identify service improvements
• Statutory Compliance & Risk Management (Core Focus)
• Maintain full compliance across all statutory obligations, including but not limited to: Fire safety (including fire doors, alarms, FRA actions), Water hygiene, Lifting equipment, Electrical systems
• Ensure all compliance documentation is: Up to date, Audit-ready and Properly recorded within systems
• Track and close out remedial actions within agreed timeframes
• Carry out regular building inspections and risk reviews
• Escalate risks appropriately and ensure mitigation plans are implemented
• You remain accountable for compliance outcomes and risk ownership within your buildings, consistent with your operating model.
• Contractor & Service Delivery Management
• Manage all service partners delivering: Hard services (engineering, PPMs, statutory inspections) and Soft services (cleaning, waste, security where applicable)
• Ensure contractors: Meet SLAs and KPIs, deliver safe systems of work (RAMS/PTWs) and provide required certification and reporting
• Monitor performance and drive continuous improvement
• Conduct regular service reviews and site audits
• Planned & Reactive Maintenance
• Oversee reactive maintenance ensuring: Prompt response to issues, Minimal disruption to residents, Manage PPM programmes for residential buildings, Ensure building assets are well maintained and lifecycle risks are managed and Coordinate works within occupied residential environments with a customer-first approach
• Financial Management
• Manage building budgets in line with targets
• Raise and approve purchase orders in line with governance
• Monitor spend and ensure value for money from contractors
• Support service charge budgeting and reconciliation (where applicable)
• Health & Safety Leadership
• Promote a strong safety culture across residential assets
• Ensure safe working practices are followed by all contractors
• Manage incident reporting and investigations
• Ensure compliance with internal H&S policies and procedures
• Stakeholder Management
• Act as the key contact for: Residents, Managing agents, Internal teams and Client representatives
• Provide regular updates on: Compliance status, Key risks and Planned works
• Represent the business in a professional and client-focused manner
  

• Proven experience in residential or mixed-use Facilities Management
• Strong understanding of statutory compliance requirements in residential settings
• Demonstrated ability to deliver excellent customer experience
• Experience managing contractors and service delivery
• Strong organisational and problem-solving skills
• Ability to manage multiple buildings/workstreams simultaneously
  Desirable
• Experience within prime or high-footfall estates (e.g. central London)
• Knowledge of service charge environments
• IOSH / NEBOSH or equivalent H&S qualification
  Key Competencies
• Customer-focused mindset
• Attention to detail (especially compliance)
• Strong communication and stakeholder management
• Accountability and ownership
• Ability to operate in a fast-paced, high-profile environment

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

✅Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

🚀Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

🙂 Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

📝Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

💰Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)