Technical Supervisor

Global Workplace Solutions (GWS) is a division of CBRE which supports occupier clients of all sizes, through facilities management, project management, advisory and transaction services, realising potential in every dimension. Our vision is to create the real estate solutions of tomorrow, so businesses and people thrive.
Our client, BT, is one of the world's leading communications services companies for the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.
On the BT account, our CBRE workplace team provides facilities management and project services across a large and diverse property portfolio across the UK. The estate includes offices, contact centres, telephone exchanges and retail outlets.
Our strategic goals for the BT account are to have high performing and engaged colleagues working in a world class safety culture, whilst delivering exceptional customer experiences, service excellence and value for money.
We encourage new ways of working, driving innovation, whilst always living to our RISE values.

The role: Technical Supervisor
The purpose of the Technical Supervisor (TS) is to be responsible for the technical delivery of the contract across a defined cluster of BT sites, ensuring that technical compliance is achieved at all times. Safety is the primary consideration for all operations and must underpin all activities.
You will be available to provide guidance to colleagues across the Cluster, including technical knowledge in mechanical and electrical systems to ensure safe, appropriate and compliant solutions and efficient customer service delivery. You will also provide a rapid response to operational incidents and customer issues and will support the Area Operations Manager (AOM) and Contract Support to deliver the FM service. You will work closely with the BU Technical Services Manager (TSM).
Key Performance Indicators
* Statutory compliance and audit performance
* SLA and KPI achievement (planned and reactive maintenance)
* Safety performance (incidents, near misses, compliance)
* Customer satisfaction and service delivery metrics
* Asset reliability and uptime
* Team performance and engagement

Person Specification
Technical & Professional Expertise

• Strong multi-disciplinary technical knowledge (mechanical, electrical, or building services), with deep expertise in at least one discipline
• Relevant technical qualification (e.g. NVQ, HNC/HND, degree or equivalent experience)
• Authorised Person (AP) status or ability to obtain
• Experience of supervising technical services in a multi-site FM environment

Leadership & Management

• Proven ability to lead and develop high-performing teams
• Strong performance management and coaching capability
• Ability to make decisions under pressure in a fast-paced environment

Safety & Risk

• Strong understanding of health & safety legislation and control of works processes
• Risk-aware, with the ability to identify and mitigate operational risks

Customer & Communication

• Strong stakeholder management and customer service focus
• Clear and effective communicator, able to convey technical information at all levels

Digital & Analytical

• Proficient in CAFM systems (e.g. IFM Hub) and Microsoft Office
• Comfortable using data and reporting tools (e.g. Power BI, Tableau) to drive decisions
• Awareness of emerging digital solutions (e.g. automation, predictive maintenance)

Commercial Awareness

• Good understanding of cost control, budgeting, and supplier performance management
• Person Specification:
• Knowledge in more than one discipline such as mechanical, electrical, public health, water and gas, with a deeper expertise in at least one of these backed by trade or professional qualifications
• Communication - communicates clearly and concisely, impressing others and ensuring understanding of all relevant information in all circumstances
• Customer Awareness - responsive to the needs of the customer and aims to deliver customer satisfaction
• Safety - A thorough understanding of health and safety in the FM services environment and related Control of Works processes
• Teamwork - actively contributes to the team and strives to improve teams' effectiveness through personal commitment, supporting service delivery teams in delivering excellent customer service
• Planning, Organising & Executing - able to understand the priorities, plan and organise the work and manage own time to deliver within the expected timescales
• Risk Management - risk aware and applies the necessary controls
• Adaptability - is responsive and open to changing circumstance
• Drive for Excellence - a proven track record in managing front line technical operations with the ability to implement and manage complex technical maintenance and repair operations to a high standard
• Self-Motivation and Development- is confident in own ability and is motivated to deliver, using opportunities to further develop.
• Reporting - the ability to produce high quality reports in Microsoft office suite, extracting relevant data from Tableau/ IFM Hub/ PowerBI as appropriate
• Knowledge of AI
• Commercial - Good commercial awareness with strong financial skills related to operational services

Our mission: To build a world-class business through exceptional service and exceptional people

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