Assistant Operations Manger - 20 Fenchurch Street, London Management 20 Fenchurch Street

Purpose of the Role

The Assistant Property Manager is responsible for supporting the day to day management and operational delivery of 20 Fenchurch Street, ensuring the property is maintained to a safe, compliant, efficient, and high quality standard. The role supports the Property Management Team in the oversight and delivery of facilities services, monitoring contractor performance, managing compliance activities, customer communications, and contributing to operational projects. It acts as a key point of contact for occupiers, service partners, and internal stakeholders, ensuring issues are managed effectively and service standards are consistently maintained. This position combines operational oversight, customer relationship support, compliance administration, and hands on site involvement, ensuring the property is managed in line with statutory requirements, client expectations, and best practice property management standards.

The role is also expected to promote and work under a One Team approach, helping to drive collaboration, consistency, and shared accountability across all service partners and business areas.

Key Responsibilities Helpdesk & Work Order Management

• Support the effective operation of the helpdesk, providing guidance and escalation support for FM related queries and service delivery matters
• Ensure work orders are logged, prioritised, and allocated via CAFM systems
• Monitor progress of reactive and planned works, ensuring SLA/KPI targets are met
• Provide updates to stakeholders and support timely closure of tasks
• Maintain accurate records of maintenance activities and service reports

Facilities Coordination & Contractor Management

• Support the coordination of PPM and reactive works across the building
• Liaise with contractors, suppliers, and service providers to ensure smooth service delivery
• Ensure contractors follow site procedures, including RAMS, permits, and sign in/out processes
• Monitor contractor performance and escalate issues where required
• Support minor works, projects, and occupier moves/adds/changes

Permit to Work & Compliance

• Support the administration and control of the Permit to Work system
• Review permits and RAMS to ensure works are compliant and safe
• Ensure compliance with Health & Safety legislation and internal procedures
• Maintain permit records and audit documentation
• Support compliance reporting and statutory documentation processes

Site Walk Rounds & Inspections

• Carry out regular walk rounds across building areas, including offices, plantrooms, common areas, and back of house spaces
• Identify and report maintenance issues, safety hazards, and housekeeping standards
• Ensure actions are logged and followed through to completion
• Support maintaining plantrooms and technical areas in an audit ready condition

Building Standards & Customer Experience

• Support the delivery of high standards across front of house and customer areas
• Ensure defects are reported and resolved in a timely manner
• Contribute to a positive workplace experience for occupiers
• Assist with maintaining presentation standards across the building

Customer & Stakeholder Support

• Act as a support and escalation contact for occupiers and stakeholders
• Support the resolution of queries and issues in a timely manner
• Assist with customer communications and operational updates
• Contribute to meetings and feedback processes where required

Administration & Reporting

• Maintain accurate FM documentation, including asset registers, compliance records, and service reports
• Support purchase orders, invoices, and contractor records
• Assist with reporting, including KPIs, audits, and monthly updates
• Support the Property Management Team with budget tracking and administration

Health, Safety & One Team Approach

• Promote a strong health and safety culture across the building
• Support incident reporting and compliance processes
• Work under and promote a One Team approach across all service partners and business areas
• Contribute to a collaborative, consistent, and customer focused working environment

Skills, Knowledge and Experience Essential

• Experience in Facilities Management, Property Management, Building Services, or a similar operational role
• Strong understanding of commercial building operations and service delivery
• Experience working with CAFM/helpdesk systems and monitoring work orders
• Knowledge of Permit to Work systems, RAMS, and contractor control processes
• Understanding of building services, including HVAC, electrical, plumbing, and life safety systems
• Good knowledge of Health & Safety legislation and statutory compliance requirements
• Strong administrative, organisational, and reporting skills
• Strong communication skills, with the ability to engage professionally with occupiers, service partners, and stakeholders
• Ability to support budgets, purchase orders, invoices, and cost tracking

Desirable

• IOSH / NEBOSH or equivalent H&S qualification
• Experience in corporate/commercial or critical environments
• Familiarity with compliance systems and statutory maintenance
• Experience supporting audits or inspections

Key Behaviours

• Proactive, organised, and detail oriented
• Strong problem solving ability with a practical, solution focused approach
• Customer focused with a professional and confident manner
• Able to prioritise and manage multiple tasks in a fast paced environment
• Collaborative and able to work effectively under a One Team approach
• Able to work independently while knowing when to escalada
• Resilient, adaptable, and comfortable dealing with operational challenges

Working hours: 0800 - 1700 Monday - Friday (40 hours per week)

Please see our Benefits Booklet for more information.