FM Helpdesk & Soft Services Manager

1) Overall Purpose of the Role

The Facilities Management Compliance Coordinator is responsible for the day-to-day management and coordination of compliance-related activities within their designated area of responsibility, with a strong focus on statutory and regulatory compliance. The role ensures that all planned and reactive compliance tasks are effectively administered, monitored, and delivered in line with agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

The post holder will manage and maintain the Facilities Management (FM) system, ensuring data accuracy, task progression, issue resolution, and appropriate escalation where required. Through detailed analysis of FM system outputs, the role supports the wider business in driving continuous improvement across all facilities management service lines.

The role also holds direct responsibility for the engagement, coordination, and performance monitoring of subcontractors delivering compliance and planned preventative maintenance (PPM) activities.

As a central point of coordination, the Facilities Management Compliance Coordinator will be a confident and effective communicator, capable of engaging professionally with customers, operational teams, subcontractors, and senior stakeholders. The role requires resilience, attention to detail, and the ability to produce meaningful reports and insights using data extracted from the FM system.

2) Reporting Relationships

Reports to: Senior Facilities Management Coordinator
Works closely with: Helpdesk teams, operational FM teams, subcontractors, and senior management stakeholders.

3) Key Responsibilities
Compliance & Facilities Management Coordination

Act as the primary point of contact for all compliance-related tasks and queries, providing an effective link between operational sites/branches and the central helpdesk.

• Ensure statutory compliance obligations are met by scheduling, assigning, monitoring, and closing all compliance and PPM tasks within agreed timescales.
• Maintain oversight of compliance documentation, ensuring records, certifications, and reports are accurately captured within the FM system.
• Subcontractor Management
• Coordinate and align subcontractors to ensure timely and effective delivery of planned preventative maintenance and statutory compliance activities.
• Collate subcontractor reports, review findings, and ensure corrective actions are raised, tracked, and completed.
• Monitor subcontractor performance against KPIs and SLAs, escalating issues where performance standards are not met.
• Customer Service & Stakeholder Engagement
• Deliver a high standard of customer service, ensuring responses to queries are accurate, professional, and timely.
• Proactively manage escalated issues, ensuring they are handled efficiently and communicated clearly to relevant stakeholders.
• Respond to customer complaints and compliments, contributing to service improvement and relationship management.

Follow up with customers to identify opportunities for service enhancement and continuous improvement.

Systems, Data & Reporting;

• Administer and maintain the FM system, ensuring data accuracy, task visibility, and effective workflow management.
• Manage and develop the FM knowledge database, ensuring information is current, accessible, and consistently applied across the team.
• Produce daily, weekly, and monthly performance and productivity reports for senior management, using system data to highlight trends, risks, and improvement opportunities.
• Provide structured feedback and insights to internal teams to support operational and strategic decision-making.
• Process Improvement & Governance
• Maintain a strong focus on process improvement, identifying best practice and promoting consistency across facilities management operations.
• Support continuous improvement initiatives by analysing performance data and recommending enhancements to systems, processes, and service delivery.
• Ensure major incidents are identified, escalated, and communicated appropriately to relevant departmental leads in line with agreed procedures.

Administrative & Management Support

Provide administrative and coordination support to senior management as required, including reporting, documentation, and meeting preparation.

Support audit activity and internal reviews related to compliance, governance, and facilities management performance.