Associate Director FM

Our Story

Our small Canadian‑born business was founded in 1978 and has become a global organization spanning 120 locations across 20 countries. While growth has been rapid, what matters most is a shared belief that drives the 5,000 of our people to be a different type of real‑estate organization. We believe that the places we live, work and play can make us happier and healthier, and we are united by a commitment to have a positive impact on people’s lives. In short, we are a global commercial real‑estate advisory firm with a simple aim: to make real‑estate a leading force in creating vibrant buildings, cities and places that deliver long‑lasting social value and economic impact.

Responsibilities

Client Management

• Deliver contractual KPIs, SLAs and service performance targets in line with client expectations and AY standards.
• Act as a trusted advisor to clients, providing strategic and operational guidance through regular engagement and performance reviews.
• Manage client complaints, service failures and escalations, ensuring timely investigation, resolution and communication within agreed timescales.
• Demonstrate diplomacy in all stakeholder interactions, resolving escalations whilst maintaining positive, strong and productive client relationships.
• Represent Avison Young professionally at all times, maintaining credibility, trust and confidence with clients and stakeholders.
• Deputise for the Client Director as required, supporting strategic initiatives and contract development.

Team Leadership

• Build and lead a culture of collaboration, accountability and continuous improvement across the national team, supply partners and non‑direct internal support teams.
• Conduct monthly performance reviews and regular coaching sessions with direct reports, ensuring development plans remain current and effective.
• Complete annual appraisals and support ongoing learning and development to maintain a high‑performing and motivated team.
• Undertake monthly operational reviews with direct and indirect teams to identify service improvements, efficiencies, risk mitigation opportunities and growth initiatives.
• Attend the Stoke office as required, with a minimum expectation of one visit per month.

Supplier Management

• Act as the escalation point for supplier performance and service delivery issues.
• Build and maintain effective relationships with key suppliers, ensuring appropriate representation of both Avison Young and its clients.
• Conduct quarterly supplier performance reviews to ensure compliance, service quality, innovation and value for money, aligning with client expectations and contractual requirements.
• Review and develop supply‑chain arrangements with the Client Director to meet evolving client requirements while maintaining budget and quality expectations.
• Commercial & Business Growth: support achievement of annual budget, profitability and financial performance targets through effective resource management and financial controls.
• Conduct regular financial reviews with the accounts team to ensure compliance with governance requirements and commercial objectives.
• Identify and support opportunities for business growth, value‑added services and continuous improvement initiatives.

Performance, Compliance & Technology

• Produce monthly operational performance reports for the Client Director and key stakeholders, highlighting performance, risks, opportunities and action plans.
• Provide ad‑hoc operational and commercial reporting to support strategic and tactical decision‑making.
• Maintain and review risk registers and business continuity plans on a quarterly basis to support operational resilience.
• Support the implementation and mobilisation of management systems and technology solutions, providing constructive feedback to central support teams.
• Champion the effective use of technology across AY Workplace and Facilities Management services, working with shared services teams to enhance operational capability and service delivery.

Health & Safety, Compliance and Environmental

• Ensure statutory, regulatory, health and safety and compliance obligations are maintained at all times, with audits completed within required timescales and no material breaches occurring.
• Ensure the safe delivery of a portfolio of client agreements, ensuring risk assessments and procedures are followed, meeting all targets for compliance, safety, environmental and good governance.
• Ensure FM compliance activities are completed and certification on record in line with contractual and company obligations and policies.

Qualifications

• 10 years’ experience in a similar role.
• Strong background and experience in managing FM solutions on behalf of clients.
• Good technical knowledge and experience in the daily use of operational data sets and CAFM solutions, technology‑enabled buildings and data analytics platforms.
• IOSH qualification and or relevant and current experience.
• Membership of IWFM or another recognised professional body.
• Customer and client focused.
• Clear leadership and management qualities.
• Familiar and comfortable with regular business travel and ability to attend sites.

Equal Opportunities

At Avison Young, we’ve always put people at the heart of what we do.

In the last few years, we’ve increased the diversity at our board, leadership and Principal levels. Avison Young stands out for our commitment to empowering women. In addition to increasing the number of women on our board and in our leadership ranks, our internal Women’s Network of more than 500 members comes together for networking and learning, and advises the business on strategies for promoting access, opportunity and inclusion in our industry.

Our global DEI steering committee shapes our strategy to continue to increase industry access for under‑represented groups and accelerate initiatives led by our employee resource groups, including Women’s Network, Black Professionals and LGBTQ+ groups. The committee’s work examines our policies and practices, creates accountability for results and communicates progress to our executive leadership, clients and communities.

Our culture is underpinned by our approach to diversity, inclusion and well‑being. We are committed to building an inclusive culture that empowers all our employees to thrive, reflects all backgrounds and talents, allows individuals to be successful and feel a sense of belonging, and fosters a workplace that is supported, inclusive and has a strong sense of community between colleagues.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance under‑represented communities in commercial real‑estate careers.

As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, such as information in alternative formats or special requirements to access our buildings, or you are eligible under the Disability Confident Scheme please contact us at and we will do everything we can to help.

We are committed to inclusion in our hiring processes, and we want to give everyone a chance to show what they can bring to our organisation. If you are not sure that you have all the skills in the person specification, please still apply. We value passion and potential in our employees, so we would be great to hear from you and why you would suit this position.

Some of our roles may be remote and some roles may be specific to our offices, but you will need to confirm you have the right to work in the UK.

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